Contact information

We are here to help with questions about orders, shipping, returns, refunds, warranty claims, product information, and website support. Lagomel is operated by Hong Kong Light Shadow Limited. For the fastest assistance, please contact us by email and include the details requested below so our support team can review your request accurately.

01. Customer Service Contact

Please use the contact details below for all customer service, order, return, refund, warranty, and product-support requests.

Support Email
Phone
+852 5140 2616
Typical Response Time
1–2 business days for general customer service inquiries.
Warranty Response Time
2–3 business days after we receive the required order details, photos, videos, or proof of purchase.
Company
Hong Kong Light Shadow Limited
Business Address
Unit 9, 1/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong

Please note that the business address is provided for company identification and administrative purposes. It is not a walk-in customer service location and should not be used as a return address unless we provide written return instructions.

02. What to Include in Your Message

Providing complete information helps us identify your order and resolve your request more quickly. When contacting us, please include the information that applies to your situation.

•
Order support: Your order number, email address used at checkout, full name, and the item you purchased.
•
Shipping or tracking help: Your order number, tracking number, delivery country, and a short description of the issue.
•
Damaged or incorrect items: Your order number and clear photos or videos of the product, packaging, shipping label, and visible damage or incorrect item.
•
Return requests: Your order number, item name, reason for return, product condition, and photos if applicable.
•
Warranty claims: Your order number or proof of purchase, a description of the issue, and clear photos or videos showing the problem.
•
Product questions: The product name, model, finish, size, or page link, along with your installation or compatibility question.

03. Support Topics

Use the guidance below to choose the most appropriate support path. This helps us direct your request to the right review process.

Order Changes or Cancellations

Orders may be modified or canceled within 12 hours of purchase, provided the order has not entered processing and has not shipped. Please email us as soon as possible with your order number and requested change.

Shipping and Tracking

Orders are typically processed within 2 business days. After shipment, tracking information may take up to 48 hours to become active. If your package has not arrived within 7 business days after the estimated delivery date, contact us so we can review the issue.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photo or video evidence. Please keep the product, packaging, accessories, manuals, and shipping label until the issue has been reviewed.

Returns and Refunds

You may request a return within 30 days of receiving your item. All returns must be authorized in advance with a Return Merchandise Authorization (RMA) number. Approved refunds are generally processed within 7–10 business days after approval and returned to the original payment method.

Warranty Support

Eligible Lagomel products include limited warranty coverage for the original purchaser under normal residential use. The main structure is covered by a 3-year limited warranty, surface finish by a 2-year limited warranty, and functional components and accessories by a 1-year limited warranty, subject to the Warranty Policy.

04. Self-Service Help

Before contacting us, you may find your answer in one of our customer service pages. These pages explain our main shopping, shipping, payment, return, refund, warranty, and privacy rules.

•
Orders: Review your order confirmation email for order details, shipping address, and purchased items.
•
Shipping: Review the Shipping Policy for processing time, estimated delivery time, customs duties, and delivery restrictions.
•
Returns: Review the Refund & Return Policy before sending any item back, because unauthorized returns may not be accepted.
•
Payments: Review the Payment Policy for accepted payment methods, currency, billing, security, and refund method information.
•
Warranty: Review the Warranty Policy for warranty periods, coverage, exclusions, and claim requirements.
•
Privacy: Review the Privacy Policy for information about personal data, cookies, analytics, advertising technologies, and privacy requests.

05. Contact FAQ

The following answers address common contact and customer service questions.

What is the fastest way to contact Lagomel?

The fastest way to contact us is by email at support@lagomel.com. Please include your order number, the email used at checkout, and supporting photos or videos if your request involves damage, defects, incorrect items, returns, or warranty review.

How long does customer support take to respond?

Our customer support team typically responds within 1–2 business days. Warranty-related requests generally receive a response within 2–3 business days after we receive the required information. Response times may be longer during weekends, public holidays, promotional events, or high-volume periods.

Can I return an item to the business address listed on this page?

No. Please do not send returns to the business address unless we provide written instructions. All returns must be authorized in advance and issued a Return Merchandise Authorization (RMA) number. Products sent without authorization or to an incorrect address may be refused, delayed, or returned to sender.

Do you offer phone support?

At this time, customer service is handled primarily by email so we can accurately review order details, photos, videos, tracking information, return requests, and warranty evidence. If additional verification or follow-up is needed, our support team will provide instructions by email.

Can I visit your office or warehouse?

No. We do not provide walk-in customer service, product pickup, in-person returns, or warehouse visits. Please contact us by email for all order and support matters.

06. Important Service Reminders

To help protect your rights and allow us to review your request properly, please observe the following service windows and requirements.

•
For order changes or cancellations, contact us within 12 hours of purchase.
•
For damaged, defective, or incorrect items, contact us within 48 hours of delivery.
•
For returns, contact us within 30 days of receiving your item and wait for written RMA instructions.
•
For lost packages, contact us if the package has not arrived within 7 business days after the estimated delivery date.
•
For refunds, approved refunds are generally processed within 7–10 business days and returned to the original payment method.
•
For product care, avoid harsh chemicals, abrasive cleaners, and improper installation, because they may affect return eligibility or warranty coverage.

Lagomel is operated by Hong Kong Light Shadow Limited.

Customer service: support@lagomel.com

Website: https://www.lagomel.com