Frequently Asked Questions (FAQ)
Effective Date: November 13, 2026
Last Updated: November 13, 2026
Welcome to the Eskvilo Help Center. This page brings together useful information about accounts, orders, shipping, returns, refunds, and customer support.
About Eskvilo
1. What is Eskvilo?
Eskvilo is an online retail brand operated by Guangzhou Xuanliang Trading Co., Ltd.
Our website provides an online shopping experience and customer assistance for order-related matters.
2. How can I contact Eskvilo?
You can contact our customer service team through:
Email: service@eskvilo.com
Telephone: +86 16681937542
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time).
3. Where can I read your store policies?
The website provides separate pages for Terms of Service, Shipping Policy, Return & Refund Policy, Privacy Policy, and other store information.
Please review the relevant page before placing an order.
Account and Ordering Questions
4. Can I create an account on Eskvilo?
Where account registration is available, you can create an account using the registration function provided on the website.
Please enter accurate information and keep your login credentials secure.
5. What is the minimum age for using the account and purchasing functions?
Customers must be at least 18 years old to register or purchase independently through Eskvilo, or meet any higher age requirement imposed by applicable law.
6. How do I sign in?
Use the account login option on the website and enter the credentials associated with your account.
If you cannot access your account, follow the available account-recovery instructions or contact customer support.
7. What if I forget my password?
Use the password-reset function provided on the website, where available.
For security reasons, do not send your current password or one-time verification codes to customer support.
8. How can I check whether my order was received?
After submitting an order, review the confirmation displayed by the website and check the email address used during checkout.
If you cannot locate your confirmation, contact us with your name and available order information.
9. Can I change or cancel an order?
Contact us as soon as possible after submitting your order.
Changes and cancellations may be possible before dispatch, depending on the fulfillment stage. Once the parcel has been handed to the carrier, a cancellation or address change may no longer be available.
Payment and Delivery
10. Which payment methods are accepted?
The available payment options are displayed on the checkout page.
Please review the options and the final amount before confirming your transaction.
11. Which countries does Eskvilo deliver to?
Delivery is available only to countries and regions supported by the active shipping options on the website.
Select your destination country at checkout and enter your complete delivery address to check whether a shipping method is available.
Some remote or restricted locations may not be serviceable.
12. How much is the shipping fee?
Shipping charges depend on the destination, available delivery service, and order details.
The applicable charge is calculated and shown during checkout before payment.
13. Is free shipping available?
Free shipping may be offered through eligible promotions.
When an offer is active, the qualifying purchase amount, destination restrictions, and other conditions will be displayed with the promotion or during checkout.
If an order does not qualify, the applicable standard delivery charge will be shown.
14. How long does order preparation take?
Order preparation normally takes 1–3 business days after successful payment confirmation.
This period includes the preparation and dispatch arrangements before carrier transportation begins.
15. What is the estimated shipping time?
After dispatch, standard transportation is estimated at 7–15 business days.
The estimate may vary depending on the destination, carrier operations, customs processing, and other delivery conditions.
16. Can I track my package?
Where tracking is available, the shipment reference will be provided through the order communication channel.
Please allow time for the carrier's tracking system to display the first shipment update.
17. Will I have to pay customs charges?
International deliveries may be subject to import duties, local taxes, VAT, GST, or handling charges.
The recipient may be responsible for these amounts unless the applicable charges have been expressly included or prepaid under the checkout arrangements.
Returns and Refunds
18. What is the return request period?
Eligible merchandise may be submitted for a voluntary return within 30 calendar days after delivery.
Contact service@eskvilo.com within the applicable period to begin the request.
Mandatory statutory return or withdrawal rights remain unaffected.
19. How do I request a return?
Send an email containing:
- Your order number.
- The product name.
- The reason for your request.
- Photographs if the merchandise is damaged, defective, or incorrect.
Please wait for authorization and the return destination before sending anything back.
20. Which items cannot be returned?
Where legally permitted, ordinary change-of-mind returns may exclude:
- Personalized or custom-made merchandise.
- Perishable goods.
- Certain opened hygiene-sensitive products.
- Qualifying digital content after the required consent.
- Gift cards and stored-value products.
- Clearly identified final-sale items.
These exclusions do not remove statutory remedies for defective or incorrectly supplied merchandise.
21. Who pays for return shipping?
For change-of-mind returns, the customer generally pays the direct return delivery cost where permitted by law.
For defective, damaged, or incorrectly supplied merchandise, Eskvilo covers reasonable authorized return-shipping costs where a return is necessary, subject to applicable law.
22. Where do I send a returned product?
Contact customer support before arranging the return.
We will provide the applicable return destination and instructions after reviewing your request.
The company's registered address should not be treated as an automatically authorized return location.
23. How long does a refund take?
Approved refunds are normally initiated within 10 business days after approval, or earlier where required by applicable law.
The time needed for a bank or payment provider to post the funds may vary.
24. Does Eskvilo charge a restocking fee?
No. Eskvilo does not charge a restocking fee.
25. Can I request an exchange?
You can contact our team to discuss an exchange or replacement.
Availability depends on the item and the circumstances of the request. Mandatory remedies for defective or incorrectly supplied goods remain available.
Privacy and Customer Information
26. Who is the Data Controller?
Guangzhou Xuanliang Trading Co., Ltd. acts as the Data Controller for the customer and order information handled through the Eskvilo storefront.
Unified Social Credit Code (USCC): 91440118MAK8K4P85Y.
27. What personal information may be collected?
Depending on your use of the website, information may include your name, email address, telephone number, billing and delivery details, account information, order records, customer correspondence, and certain technical browsing information.
28. How do I exercise my privacy rights?
Send your request to service@eskvilo.com.
Please describe the information or privacy activity concerned. We may request identity verification before processing your request.
Company Details
Brand: Eskvilo
Website: https://eskvilo.com
Operating Company: Guangzhou Xuanliang Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK8K4P85Y
Company Address: Room K427, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
For further assistance:
Email: service@eskvilo.com
Telephone: +86 16681937542
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)