Contact service@falkenorr.com or call +86 15963427569. Our customer service hours are 8:00 AM – 10:00 PM.

Email is a convenient way to share order details and photographs. Please use the email address associated with your purchase where possible.

• For an order: include your order number and checkout email address.
• For a product question: include the product name, size or option, and your questions about power ratings, battery requirements, compatibility, or care.
• For delivery: include your tracking number, if available.
• For an item issue: describe the problem and include relevant photos of the product, packaging, and shipping label when available.

Contact us as soon as possible if you need to amend an address, change an item, or request cancellation. We will check the order status and explain what is possible.

Once fulfillment or dispatch has begun, changes may no longer be possible. This does not affect cancellation or other rights available under applicable consumer law.

Please contact us promptly if an item arrives damaged, defective, incomplete, incorrect, or materially different from its description. Keep the item and packaging while we review the issue.

We will explain the appropriate remedy, which may include a replacement, return, or refund, according to the circumstances and applicable consumer rights. Photos help us assess an issue but do not replace your legal rights.

Before sending an item, contact us for return instructions and the appropriate destination. Please do not send a package to the registered company address unless our team specifically instructs you to do so.

Review our Return & Refund Policy for eligibility, item condition, and refund information.

For privacy requests, email service@falkenorr.com with the subject “Privacy Request.” For business enquiries, use the subject “Business Enquiry.”

For your security, do not send full payment-card numbers, passwords, card security codes, or one-time authentication codes in a support message.