Get in Touch

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Get in Touch

A question about home starts a conversation.

Tell us what you need help with.

Clear details help us understand your request.

Email heqiang2025@homvane.com to get started.

Contact details

  • Our customer contact email is heqiang2025@homvane.com.
  • Our telephone number is +81 80-2981-1320.
  • This is a Japan-based telephone number.
  • International calling charges follow your provider's rates.
  • Email is useful for photos and order details.
  • Keep order questions in one email thread.
  • Tell us which product interests you.
  • Use an email address you can access.
  • Check spelling before sending contact information.

Before placing an order

  • Include the complete product name.
  • Add the SKU shown on the listing.
  • Identify the size or color option.
  • Tell us which measurement needs clarification.
  • Ask about assembly information before ordering.
  • Check the included-parts description for sets.
  • Describe access constraints for larger furniture.
  • Keep travel questions tied to bag dimensions.
  • Avoid ordering around an unconfirmed product detail.

About an existing order

  • Include the order number in your message.
  • Use the email entered at checkout.
  • Identify the item needing attention.
  • Describe the help you are requesting.
  • Include tracking information for delivery concerns.
  • Tell us about separate packages received.
  • Keep order confirmations for reference.
  • Check your spam folder for order emails.
  • Do not publish order details in public comments.

Assembly and missing parts

  • Find the parts list before contacting us.
  • Identify the missing part by its label.
  • Count the quantity needed.
  • Photograph the assembled area when relevant.
  • Show hardware beside its packaging label.
  • Explain the assembly step causing difficulty.
  • Do not force parts that do not align.
  • Stop if the structure appears unstable.
  • Keep all supplied fittings while seeking help.

Damage or an incorrect item

  • Photograph the item in good lighting.
  • Include an overall view and close-up.
  • Photograph package damage when present.
  • Keep shipping labels readable in private correspondence.
  • State which item you expected to receive.
  • Describe any missing components separately.
  • Keep packaging until return instructions arrive.
  • Do not use a visibly unsafe item.
  • Our returns page explains the resolution process.

Returns and cancellation requests

  • Send return requests within fourteen calendar days.
  • The window begins after delivery.
  • Include the reason so we can route assistance.
  • No reason is required for an eligible change-of-mind return.
  • Request the return address by email.
  • Do not use an address from the parcel label.
  • Send cancellation requests as soon as possible.
  • Do not treat a request as confirmed cancellation.
  • Wait for written confirmation of the order status.

Protect your personal information

  • Never email a full payment card number.
  • Never share your account password.
  • Remove unrelated personal details from photos.
  • Use the checkout for payment submission.
  • Explain privacy requests without unnecessary sensitive details.
  • Use Privacy Request as the email subject.
  • Identify the right you want to exercise.
  • Read Privacy Policy before sending identity documents.
  • We do not need your password for support.

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