Contact ARQEVANE
Email is the main way we handle customer enquiries, including orders, product information, sizing, bedding selection, care, returns, and damaged or incorrect items.
service@arqevane.com
When contacting us, please provide the relevant information below. This will help us locate your order and respond to your enquiry more efficiently.
What to include
About an order
Please include your order number and the email address used when placing the order. If your enquiry concerns a particular product, please also include the full product name, size and quantity ordered.
Damaged, defective or incorrect item
Please send your order number, the full product name, a clear photograph of the item received and a photograph of the outer packaging if it was also damaged.
If you received the wrong product or size, please include photographs showing the item, its packaging and any product or size label.
Contact us as soon as possible after delivery and keep the item, its labels and its original packaging until we have reviewed your enquiry and provided instructions.
Do not wash, use, alter or repair an item that you believe is damaged, defective or incorrect before contacting us, as this may affect our ability to assess the issue.
A product-quality concern
If you notice damaged stitching, loose embroidery, pulled threads, fabric defects, unexpected marks, missing components or another possible quality issue, stop using and washing the item until we have reviewed it.
Please provide:
- Your order number
- The full product name and size
- A description of the issue
- Clear photographs showing the entire item and the affected area
- A photograph of the product label, where available
- Details of whether the item has been used, washed or altered
- The care method used, if the item has already been cleaned
Please keep the item and all original packaging until our review is complete.
Choosing a bedding product
Please tell us which product you are considering and provide the dimensions of the mattress, duvet insert or pillow you intend to use with it.
Our collection includes decorative sheets, duvet cover sets and pillowcase sets in different sizes, constructions and finishes. Depending on the design, products may include jacquard weaving, dimensional folded details, pleats, embroidery, linen textures, cotton-linen surfaces or other decorative elements.
When requesting assistance, please include:
- The full product name
- The product type you are considering
- Your mattress, duvet insert or pillow measurements
- Your preferred size
- Any question about colour, texture, construction or included pieces
Product dimensions and set contents are shown on the relevant product page. Please review this information carefully before ordering.
We can provide the product information available to us, but the customer remains responsible for checking measurements and selecting a suitable product and size.
Size and set contents
Please provide the full product name and the size option you are considering.
Some ARQEVANE duvet cover options include a coordinating pillowcase, while sheets and pillowcase sets may be offered separately. The exact contents of each option are stated on the relevant product page.
Measurements may be displayed in both inches and centimetres. Small variations may occur because of textile construction and normal manufacturing tolerances.
Please do not rely only on general size names. Compare the measurements shown on the product page with the bedding items you already use before placing an order.
Colour, texture and design details
If your enquiry concerns a colour or design detail, include the full product name and explain what you would like us to clarify.
Colours may appear slightly different depending on photography, lighting and screen settings. Woven, embroidered, pleated, quilted and other dimensional details may also appear different under changing light or when the fabric is folded.
Natural or textured fabrics may show minor variations in weave, surface character and finish. These variations do not necessarily indicate a defect.
Product care
Please include the full product name and describe your cleaning, maintenance or storage question.
Care requirements may vary between jacquard, embroidered, pleated, quilted, linen, cotton-linen and other textured products. Always follow the care label supplied with the item and any instructions shown on the relevant product page.
Before cleaning an item, check the care label carefully. Decorative surfaces, embroidery, dimensional folds and delicate woven details may require gentler handling than ordinary bedding.
Do not use a cleaning method, bleach, high heat or other treatment that is inconsistent with the product’s care instructions.
A return
Please include your order number, the full product name, the size you wish to return and the reason for the return.
Wait for our confirmation and return instructions before sending anything. Do not send a return to our registered business address unless our customer service team has specifically instructed you to do so in writing.
Unless the item is confirmed as damaged, defective or incorrect, returned bedding must remain unused, unwashed, unaltered and in the condition required by our Return & Refund Policy.
Changing or cancelling an order
Please contact us as soon as possible with your order number and the change you would like to make.
We cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched. If the order has already been dispatched, it will normally need to be handled under our return procedure.
Before contacting us
Please check the relevant product page for the current product description, available sizes, measurements, set contents, design details and care information.
For questions concerning delivery, returns, refunds, payments or personal information, the relevant policy page may provide the information you need immediately.
Do not send complete card numbers, card security codes, passwords or online banking credentials by email. ARQEVANE will never ask you to provide this information through customer service.
Business details
ARQEVANE is operated by ZHENLONG TECHNOLOGY LIMITED.
Registered business address:
FLAT/RM L BLK 1 21/F
VIGOR INDUSTRIAL BUILDING
49-53 TA CHUEN PING STREET
KWAI CHUNG NT HK
Customer service email: service@arqevane.com
The address above is our registered business address and should not be used for returns unless our customer service team has confirmed it in writing. The correct return address may vary depending on the order and dispatch location.