Contact Us

We highly value every customer’s shopping experience, feedback, and legitimate demands. At tetolo, we maintain a customer-oriented service concept and consistently provide professional, standardized, and considerate consultation support for all global visitors and registered users. Whether you have pre-purchase doubts, product inquiries, order processing issues, logistics abnormalities, after-sales requests, policy consultation, or brand cooperation intentions, our dedicated customer service team is always sincerely ready to offer reliable assistance and one-stop solution services. We strictly adhere to standardized service workflows to ensure every valid consultation is carefully reviewed, professionally processed, and formally recorded.

1. Official Customer Support Channels

Email is our primary, most stable, and highest-priority official communication channel. Compared with instant messaging tools, email communication can effectively retain complete consultation records, optimize information verification efficiency, and ensure accurate traceability for order problems, after-sales applications, and transaction disputes. We recommend all customers submit consultation requests through our dedicated business email to obtain standardized, formal, and documented official replies.
Customer Service & After-sales Email: payment@tetolo.com

2. Consultation Scope & Service Coverage

Our customer service team comprehensively handles all shopping-related consultation demands, including but not limited to aromatherapy product consultation, material parameter inquiry, usage guidance, order creation problem solving, payment verification confirmation, real-time logistics tracking inquiry, parcel exception handling, customs clearance consultation, return and refund application, exchange service arrangement, order modification request, policy clause explanation, transaction dispute coordination, wholesale cooperation consultation, and other daily shopping-related doubts. We provide full-process supporting services covering pre-sale, in-sale, and after-sale links.

3. Suggested Email Submission Guidelines

To greatly improve review efficiency, shorten manual verification time, and achieve one-stop problem resolution, customers are kindly requested to attach complete valid information when sending consultation emails. Necessary submission materials include your exclusive order number, registered email address, clear product pictures, screenshot of abnormal status, and detailed written description of your current problem or demand. Complete information enables our staff to quickly locate background order data, verify transaction records, and provide targeted professional solutions without unnecessary repeated confirmation.

4. Official Working Hours & Response Standard

We implement a standardized global customer service working system to adapt to customers in different time zones worldwide.
  • Monday to Friday: 24-hour online real-time customer service monitoring, professional staff continuously checking emails, ensuring fast response and efficient processing without unnecessary waiting delays.
  • Weekends & Statutory Official Holidays: We arrange specially assigned on-duty customer service personnel to regularly review and reply to customer consultation emails. Individual non-urgent demands may face slight reply delays due to manpower scheduling, but we guarantee that no valid customer message will be ignored, missed, or discarded.

5. Service Commitment & Reply Time Limit

We strictly formulate internal service response mechanisms to protect customer communication rights. Under normal circumstances, our professional customer service team will provide clear formal replies and complete targeted follow-up processing for all valid consultation emails within 24 working hours. For complex cases involving logistics loss, customs detention, after-sales review, and transaction disputes, we will continuously track the progress and actively update the latest processing status to customers until the case is completely closed.

6. Feedback & Suggestion Mechanism

We sincerely welcome all rational feedback, valuable improvement suggestions, and objective product evaluations from global customers. Any opinions concerning product quality, packaging experience, website function optimization, logistics service experience, and policy rationality can be submitted via our official email. We will regularly sort out customer feedback, optimize store operation logic, and continuously upgrade product quality and service standards to create a better cross-border shopping environment for every user.

Thank you sincerely for your trust, recognition, and continuous support of tetolo.com. We will always adhere to rigorous service standards, maintain transparent communication principles, and provide every global customer with safe, reliable, warm, and thoughtful one-stop cross-border online shopping supporting services.

Company Name: TREVANO SOLUTIONS S.R.L.
Company Address: Bucharest, Sector 6, Str. VALEA OLTULUI, No. 2, ROOM 1, Block M9, Staircase A, Floor 6, Apartment 36