Contact Us

Get in Touch With qastelo

Thank you for visiting qastelo!

We appreciate your interest in our store and are committed to making your shopping experience as convenient and straightforward as possible.

Whether you have questions before placing an order, need assistance with an existing purchase, or would like to share your feedback, our customer support team is ready to help.

We believe that good customer service starts with clear communication. Our goal is to understand your needs, provide useful information, and assist you throughout your shopping journey.

1. Product Information and General Inquiries

If you would like to know more about a product before making a purchase, we welcome your questions.

You may contact us regarding:

  • Product descriptions and specifications.

  • Available product options and variations, where applicable.

  • Product features and displayed information.

  • Questions about items listed in our online store.

  • General shopping and website inquiries.

To help us respond more effectively, please include the product name or relevant product link when submitting your inquiry.

We recommend reviewing the information provided on the corresponding product page before completing your purchase.

2. Order Information and Customer Assistance

If you have already placed an order and need assistance, our team can help review your purchase-related questions.

We welcome inquiries concerning:

  • Order confirmations and purchase details.

  • Order status and processing information.

  • Requests to correct order information.

  • Product or quantity-related concerns.

  • Order cancellation requests.

  • Other questions about your purchase.

When contacting us about an existing order, please provide your order number and the email address used during checkout.

If you need to change or cancel an order, we recommend contacting us as soon as possible.

Please note that requests to modify or cancel an order depend on its current processing and shipping status. Once an order has entered processing or has been dispatched, changes may no longer be possible through our standard procedures.

3. Payment Questions

If you experience difficulties when completing a purchase or have questions about a payment transaction, please contact our customer support team.

We can assist with general inquiries concerning:

  • Payment confirmation.

  • Payment-related order status.

  • Transaction questions.

  • Checkout difficulties.

  • Other purchase-related payment concerns.

For payment inquiries, please include your order number, if available, and a brief description of the issue.

Please do not send your complete payment card number, password, or other sensitive financial credentials through email.

4. Shipping and Delivery Support

We understand that customers want clear information about their deliveries.

If you have questions about shipping arrangements, tracking information, delivery progress, or an unexpected delay, please contact us.

Our team can assist with inquiries concerning:

  • Available shipping options.

  • Shipping charges and delivery estimates.

  • Shipment tracking information.

  • Delayed or missing packages.

  • Delivery address correction requests.

  • Other shipping-related concerns.

To help us review your shipment, please provide:

  • Your order number.

  • Your tracking number, if available.

  • The email address used during checkout.

  • A brief explanation of your delivery concern.

Our team will review the available information and help you understand the appropriate next steps.

For additional details about delivery arrangements, please refer to our Shipping Policy.

5. Returns, Refunds, and Exchanges

We understand that there may be occasions when you need to return a purchased product or request after-sales assistance.

If you would like to request a return, refund, exchange, or replacement, please contact us before sending any item back.

Our standard return arrangements include:

  • Return Period: Eligible products may be returned within 30 calendar days after delivery.

  • Personal Preference Returns: Customers are responsible for applicable return shipping costs.

  • Damaged or Defective Products: We cover applicable return shipping costs when a return is required because of a qualifying product issue.

  • Incorrect Products: We cover applicable return shipping costs when the issue results from an error on our part.

  • Refund Processing: Approved refunds are generally processed within 5–10 business days after the returned product has been received and inspected.

  • Refund Method: Refunds are generally issued to the original payment method.

To help us evaluate your request, please provide:

  • Your order number.

  • The product name or description.

  • The reason for your request.

  • A clear explanation of the issue.

  • Relevant photographs or videos, where applicable.

After reviewing your information, our team will provide the applicable instructions and explain the available resolution.

Please refer to our Return & Refund Policy for the complete conditions and procedures.

6. Product Issues and Order Concerns

If you receive an item that is damaged, defective, incomplete, or different from the product you originally ordered, please contact us as soon as reasonably possible.

We recommend providing clear photographs or videos showing the issue, together with your order information.

Our team will review the circumstances and determine the appropriate next steps.

Depending on the specific situation and applicable consumer protection requirements, an appropriate resolution may include a replacement, authorized return, refund, or another suitable remedy.

We aim to handle these concerns carefully and provide reasonable assistance based on the details of each case.

7. Customer Feedback and Suggestions

Your opinions matter to us.

We welcome comments, suggestions, and feedback about your experience with qastelo.

Whether you would like to share your thoughts about our website, product information, shopping process, or customer service, we appreciate hearing from you.

Customer feedback helps us better understand expectations and identify opportunities to improve our store and services.

We value every message and appreciate the time you take to contact us.

8. Official Contact Information

For all product inquiries, order-related questions, delivery concerns, and after-sales requests, please use our official contact details below.

Brand Name: qastelo

Legal Company Name: Shaanxi Jiwei Yizhan Network Technology Co., Ltd.

Customer Service Email: service@qastelo.com

Business Phone: +86 29 33254001

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, Y141, China.

9. How to Help Us Assist You Faster

To make it easier for our team to understand and review your inquiry, we recommend including the following information when applicable:

  • Your full name.

  • Your order number.

  • The email address used during checkout.

  • The product name or relevant product link.

  • A clear description of your question or concern.

  • Supporting photographs or videos for product-related issues.

Providing complete information allows us to identify your inquiry more efficiently and offer more relevant assistance.

For your security, please avoid including passwords or complete payment card details in your messages.

10. Important Notice About Return Addresses

If you need to return a purchased product, please contact our customer support team and obtain return authorization before arranging shipment.

Once your request has been reviewed and approved, we will provide the applicable return instructions and designated return destination.

Please note that the business address listed on this page is provided for company identification and general business correspondence. It is not necessarily the designated return shipping address.

Please do not send returned products to the business address above unless our customer support team has specifically confirmed that it is the correct return destination.

Following the instructions provided by our team will help ensure that your returned item can be properly identified and processed.

We Look Forward to Hearing From You

At qastelo, we appreciate the opportunity to serve our customers and build a positive shopping experience through helpful communication and reliable assistance.

Whether you are exploring our products, completing a purchase, or seeking support after delivery, we are happy to hear from you.

Thank you for choosing qastelo. We look forward to assisting you!