FAQ

Welcome to the Eurenbuao FAQ & Customer Support Center. This page provides answers to frequently asked questions about ordering, payments, shipping, tracking, order changes, and post-purchase support. If you need assistance with a specific purchase, please contact us at support@eurenbuao.com and include your Order ID together with the email address used at checkout.

Orders, Discounts & Payments

• How to Use a Discount Code: After adding your preferred kitchen products to the cart, proceed to checkout. On mobile devices, tap "Show order summary" to access the promotional code field. On desktop, the discount box will normally appear alongside the order summary. Before submitting payment, confirm that the applicable discount has been reflected in the final order total.
• Available Payment Methods: Our checkout system supports commonly used payment options, which may include PayPal, Apple Pay, Google Pay, Visa, MasterCard, American Express, and Diners Club. The payment methods available to you may depend on your device, region, and checkout configuration.
• Shipping Cost: Eurenbuao applies a standard international shipping fee of $5.99 USD per order. The applicable shipping amount will be shown during checkout before you complete your purchase, including any adjustments resulting from eligible promotions.

International Shipping & Order Tracking

• Do You Ship Internationally? Yes. Eurenbuao provides international shipping for products across our Everyday Kitchen, Kitchen Space, and Culinary Essentials collections. Depending on stock availability and the delivery destination, orders may be fulfilled from the warehouse location best suited to process the shipment.
• Estimated Delivery Time: After warehouse processing is completed and the parcel has been dispatched, standard international delivery generally takes approximately 10–20 business days. Actual arrival times may vary depending on the destination, customs processing, and local carrier conditions.
• How Can I Track My Package? Once your parcel has been handed over to the shipping provider, a dispatch notification containing the relevant tracking number will be sent to the email address linked to your order. You may follow shipment progress using services such as 17TRACK or the applicable carrier's tracking website.
• Why Has My Tracking Not Updated? Tracking information may not appear immediately after shipment. Carrier systems can require approximately 24–48 hours to register the first tracking scan. It is also normal for updates to pause temporarily while parcels move between international sorting centers or transportation networks.
• Why Did My Order Arrive in More Than One Package? Orders containing multiple products may be shipped separately when items are stored at different fulfillment facilities. This approach may help avoid delaying the entire purchase. If your order is divided into multiple shipments, you may receive a separate tracking number for each parcel.

Order Changes, Address Corrections & Cancellations

• Changing a Shipping Address: Address correction requests should be submitted as soon as possible. Email support@eurenbuao.com with the subject "Urgent: Address Change" and include your Order ID, checkout email, and the complete corrected shipping address. If the parcel has already been dispatched, Eurenbuao may no longer be able to alter the destination, and you may need to contact the local carrier directly regarding possible rerouting.
• Changing Products or Quantities: If you need to amend an item, product variation, or quantity, contact support@eurenbuao.com promptly using the subject "Urgent: Order Change". Changes can only be considered while the purchase has not yet entered active warehouse fulfillment or dispatch processing.
• Cancelling an Order: A cancellation request may be accepted while an order remains unfulfilled. Where applicable, an administrative or handling charge may be deducted from the refund. Once the parcel has been transferred to the shipping carrier, cancellation is no longer available and the order is treated as finalized.

Damaged, Defective, Missing or Incorrect Items

• Products Damaged During Delivery: If an item arrives damaged as a result of transportation, please contact support@eurenbuao.com as soon as possible. Include your Order ID, the email used to place the order, clear photographs or video showing the damage, and an image of the outer package and shipping label where available.
• Product Defects: We aim to maintain consistent quality standards across our Everyday Kitchen, Kitchen Space, and Culinary Essentials ranges. If you believe an item has a manufacturing or functional defect, please send your Order ID and clear visual evidence to support@eurenbuao.com so our support team can review the issue.
• Incorrect or Missing Products: If your parcel contains the wrong item or part of your order is missing, contact support@eurenbuao.com promptly. Please provide your order details together with photographs of the products received and the parcel contents so we can investigate the fulfillment discrepancy.

Order Emails & Shipping Notifications

• I Did Not Receive My Order Confirmation: Please first check your spam, junk, or promotions folders, as automated messages may occasionally be filtered there. If you still cannot locate your confirmation email, contact support@eurenbuao.com using the same email address entered during checkout. Our team can assist in locating the order and resending the relevant confirmation information.
• When Will I Receive My Tracking Email? Shipping notifications are generally issued after fulfillment is completed and tracking information becomes available, commonly within approximately 24–48 hours following processing. Before contacting customer support, please check all inbox folders, including spam and promotions.

Need Additional Assistance?
For questions that are not addressed above, you may contact our customer support team using the details below. Including your Order ID and checkout email will help us identify your purchase and provide a more efficient response.

Brand / Store: Eurenbuao
Company: ByteWave Hongkong Limited
Email: support@eurenbuao.com
Phone: +1 (878) 290-5650
Address: Unit 1021, Beverley Commercial Centre, 87-105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong