Contact Us
Need help with a product or an existing order? TheΒ Seronyva customer support team is here to assist you.
Whether you have questions about our skincare products, ingredient information, usage instructions, order updates, shipping information, returns, payments, privacy-related requests, or other service concerns, we are committed to providing clear information and responsive customer support.
Customer Support Information
Customer support for Seronyva is provided by Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Brand: Seronyva
Website: seronyva.com
Legal Entity: Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Registered Business Address: Room 10829-D62 [Cluster], 8th Floor, Unit 1, Building 1, Shangcheng International, South of South Third Ring Road and West of Yanming South Road, Chanba District, Xiβan, Shaanxi Province, China.
Customer Support Email: service@seronyva.com
Response Time: Within 1β2 business days
Order Inquiries
When contacting us about an existing purchase, please include your order number and the email address used at checkout.
This will help our customer support team locate your order and assist you more efficiently.
If you have questions about order processing, tracking information, estimated delivery times, or shipping updates, please provide any relevant order or shipment details.
Product Questions and Skincare Support
If you have questions about our skincare products, ingredient information, product descriptions, or usage instructions, please contact our customer support team.
We encourage customers to review the product information, ingredient lists, and directions provided on the product page or packaging before use.
Individual skin responses may vary. If you experience irritation or an unexpected reaction, discontinue use and seek appropriate professional advice if necessary.
Our customer support team can assist with product-related information but does not provide medical diagnoses or treatment recommendations.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incomplete, or incorrect, please contact us promptly at service@seronyva.com.
To help us review your request, please include clear photos or videos showing the affected product, packaging, and shipping label, where applicable.
For skincare products, please also inform us if you notice:
Product leakage or damaged containers.
Broken or compromised protective seals.
Missing or incorrect products.
Damaged outer packaging affecting product integrity.
Other visible product quality concerns.
If a product appears contaminated or its safety may have been compromised during shipping, please avoid using it and contact us for assistance.
Our team will review the information provided and advise you of the appropriate next steps in accordance with our store policies and applicable consumer protection laws.
Returns and Refunds
Please contact us before returning any item.
Our customer support team will review your request, determine applicable return eligibility, and provide the correct return instructions and return address for your order.
Customers may request eligible returns within 30 days after confirmed delivery, subject to our Return & Refund Policy and applicable law.
Due to the nature of skincare products, return eligibility may depend on whether the product has been opened or used, its packaging condition, hygiene considerations, and applicable legal requirements.
Please do not send returned merchandise directly to our registered business address unless specifically instructed by our customer support team.
Response Times
We aim to respond to all customer inquiries within 1β2 business days.
Requests involving shipping carriers, payment providers, order investigations, product quality concerns, returns, or privacy-related matters may require additional review time.
We will make reasonable efforts to provide timely assistance and communicate relevant updates when available.
Privacy-Related Requests
If you have questions about how your personal information is collected, used, stored, or shared, please contact us at service@seronyva.com.
For privacy-related inquiries, please use "Privacy Request" as the subject line of your email.
Privacy requests may require additional verification or processing time and will be handled in accordance with applicable privacy laws.
For additional information, please review our Privacy Policy and Your Privacy Choices page.
Legal Business Information
Seronyva is an online retail brand operated by Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Registered Business Address: Room 10829-D62 [Cluster], 8th Floor, Unit 1, Building 1, Shangcheng International, South of South Third Ring Road and West of Yanming South Road, Chanba District, Xiβan, Shaanxi Province, China.
Customer Support Email: service@seronyva.com
Our registered business address is provided for legal identification and business correspondence purposes and is not necessarily a product return facility.
For customer service inquiries, product questions, order assistance, returns, or privacy-related requests, please contact us at service@seronyva.com.