Last Updated: January 4, 2026
Company Name: Kaili Lute Trading Co., Ltd.
Address: Shop No. 02, 1st Floor, Block B, Runke Zhenlongwan Commercial Area, No. 9 Yongfeng West Road, Chengxi Street, Kaili City, Qiandongnan Miao and Dong Autonomous Prefecture, Guizhou Province
Authorized Director: Lu Bin
Unified Social Credit Code: 91522601MAG0D0P229(1-1)
Email: service@mail.vixomira.com
Mobile: 19272718930
Thank you for choosing our Malaysia home goods products (including kitchen essentials: frying pans, cutting boards, rice cookers; cleaning supplies: brooms, laundry detergent; home decor: wall art, vases; storage items: storage boxes, shelves, hooks). To help you smoothly purchase our home goods products, we have compiled the following frequently asked questions and answers. If your question is not listed, feel free to contact customer service via the official email service@mail.vixomira.com (business hours: Monday to Friday, 9:00 AM - 6:00 PM UTC+8:00), and we will respond promptly.
1. Ordering and Payment Related
- How do I place an order and purchase a product on the platform? You can browse your desired products on our official platform, click “Add to Cart,” confirm the product model and quantity, then proceed to the cart to submit your order. Follow the prompts on the page to choose your payment method and complete the payment. Once payment is successful, your order will be completed.
- Does the product price include all fees? The product price already includes the relevant taxes as per Malaysia's local regulations (e.g., Goods and Services Tax), and we offer a free shipping policy for all items. You do not need to pay additional shipping fees or local taxes when placing an order. The amount you pay is the final cost.
2. Product Related
- How can I learn more about the product’s specifications and usage instructions? Each product detail page lists the detailed specifications (e.g., frying pan size, rice cooker capacity, shelf weight capacity) and usage precautions. You can review this information when browsing the product. If you still have questions, you can contact customer service via the official email to get more information.
- Do you offer product samples or trials? Currently, we do not offer product samples or trials. You can refer to the product detail page for pictures, specifications, and user reviews (if available) to assess whether the product meets your needs.
3. Logistics and Delivery Related
- How long will it take to ship my order, and how long will it take to receive the product? After you place your order and complete the payment, we usually ship the product within 3-5 business days. Once shipped, with the help of our reliable local logistics partners in Malaysia, you can generally expect to receive your product within 7-15 business days. Delivery may be delayed slightly for remote areas or during peak logistics periods.
- Is the delivery service limited to Malaysia? Can it be shipped to overseas addresses? Our delivery service mainly covers Malaysia. If you require delivery to an overseas address (in special cases), please contact customer service via the official email to confirm its feasibility. Customs duties arising from international shipping will be your responsibility, based on the destination country’s customs policy.
- How can I track my order’s logistics progress? After your order is shipped, the system will automatically update the logistics information. You can log into the platform, go to "My Orders," find the corresponding order, and click "View Logistics" to track the shipping progress in real-time.
4. After-Sales Related
- What should I do if I find a quality issue after receiving the product? If you find a quality issue within 7 days of receiving the product, you can refer to our Malaysia Home Goods Return and Exchange Policy. Once the order status is updated to “Shipped” (usually within 24 hours of receiving the product), you can submit a return or exchange request online, or contact customer service for assistance via the official email.
- Can I return or exchange a product due to personal reasons? Who bears the shipping costs? If you wish to return or exchange a product due to personal reasons (e.g., change of preference or purchasing error) within 7 days of receiving the product, you must ensure the product is unused, in new condition, and with complete packaging and accessories. You will be responsible for the return or exchange shipping costs. For detailed rules, please refer to the Malaysia Home Goods Return and Exchange Policy.
- How long does it take to receive a refund after applying for a return? After we receive the returned product and confirm its condition, we will process the refund within 15 business days. The refund will be returned to your payment account via the original payment method. Please keep an eye on your account for any changes. If you do not receive your refund after 15 business days, you can contact customer service via the official email to inquire about the progress.
5. Other Related Questions
- What are the customer service hours, and how can I contact customer service? Our customer service hours are Monday to Friday, from 9:00 AM to 6:00 PM (UTC+8:00). You can send inquiries to the official email service@mail.vixomira.com, and customer service will respond as soon as possible during business hours.
- Do the products come with a warranty? Currently, we do not offer warranty services for the home goods products we sell. If you encounter any issues during use, and it is within the return or exchange time frame, you can prioritize resolving the issue through our return and exchange policy. For more details, please refer to the Malaysia Home Goods Return and Exchange Policy.