Contact Us
Welcome to KAELIROAY.
We are committed to providing responsive and reliable customer support throughout your shopping experience.
Whether you need help with product information, candle care, order status, shipping, returns, damaged or incorrect items, or general questions about our scented candle collections, our customer care team is here to assist you.
For questions regarding orders, delivery, products, returns, after-sales support, or business and wholesale opportunities, please contact us through the official channels below.
1. Customer Support by Email
Email: service@kaeliroay.com
Our customer care team carefully reviews every inquiry and aims to provide a clear and helpful response within 24–48 business hours (1–2 business days).
For faster assistance with an existing purchase, please include your order number in your message whenever possible.
For product-related questions, please include:
• Product name
• Order number, if applicable
• A brief description of your question or issue
• Clear photos, where relevant
• A short video if the issue relates to product condition, packaging, glass container, candle surface, or other product details
Providing these details will help us assist you more efficiently.
2. Customer Support Hours
Customer Support Email:
service@kaeliroay.com
Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM Eastern Time (ET)
Messages received outside regular support hours will be reviewed during the next available business period.
Please note that response times may vary during holidays, promotional periods, product launches, or periods of unusually high inquiry volume.
3. Orders, Shipping & After-Sales Support
Our support team can assist with:
• Order status and tracking
• Shipping and delivery inquiries
• Product information
• Candle care and usage guidance
• Damaged, defective, incorrect, or incomplete orders
• Returns and after-sales inquiries
• Product specifications and fragrance information
• Business and wholesale partnership inquiries
To help us resolve your request as quickly as possible, please provide your order number and the email address used when placing your order.
If your product arrives damaged, incorrect, or incomplete, please contact us as soon as possible and include clear photos of the product and packaging.
4. Product Support
KAELIROAY offers a curated collection of scented candles designed to enhance everyday spaces and personal moments.
Our main collections include:
• Jar Scented Candles
• Pillar Scented Candles
• Scented Tealight Candles
If you need help with a product, our customer care team can assist with questions regarding:
• Product dimensions
• Fragrance descriptions
• Candle materials and finishes
• Burn time and usage guidance
• Candle care instructions
• Packaging details
• Product variations
• General product questions
Because specifications and fragrance profiles vary between products, please include the product name when contacting us.
5. Business & Wholesale Inquiries
KAELIROAY welcomes inquiries from retailers, distributors, commercial buyers, home and lifestyle businesses, and other potential partners.
For wholesale, distribution, bulk purchasing, or other commercial opportunities, please contact:
Please include:
Subject: Business Inquiry
or
Subject: Wholesale Inquiry
so your request can be directed appropriately.
If possible, please include your company name, market, expected order volume, and a brief description of your inquiry.
6. Corporate Information
Brand: KAELIROAY
Website: kaeliroay.com
Legal Entity:
Shenzhen Ruihua Technology Co., Ltd.
Registered Address:
Room 1403, Jihua Building, No. 6 South Second Lane, Changfa Middle Road, Bantian Community, Bantian Street, Longgang District, Shenzhen, China
Unified Social Credit Code:
91440300MAE9RELT78
Customer Support Phone:
+86 19907795717
Customer Support Email:
service@kaeliroay.com
kaeliroay.com is owned and operated by Shenzhen Ruihua Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, product information management, and related e-commerce activities.
We're Here to Help
From discovering the right KAELIROAY scented candle for your space to receiving and enjoying your order, our team is here to make your experience as clear, comfortable, and straightforward as possible.
If you have any questions, simply contact us at:
Thank you for choosing KAELIROAY.