Last Updated: August 1, 2025
1. Official Contact Channels & Response Time
Our customer service working hours are 9:00-18:00, Monday to Friday (China Standard Time, CST). Corresponding Australian time reference:
✅ East Coast (Sydney/Melbourne/Brisbane): Daylight Saving Time (Oct-Apr) 11:00-20:00 / Standard Time (May-Sep) 12:00-21:00
✅ South Australia/Northern Territory: Daylight Saving Time 10:30-19:30 / Standard Time 11:30-20:30
✅ Western Australia: 9:00-18:00
Customer service is closed on weekends and public holidays in both China and Australia. All messages left during closed hours will be processed within 1 business day after we resume work.
| Contact Channel | Applicable Scenarios | Response Time |
|---|---|---|
| Official website online chat | General inquiries: order consultation, after-sales applications, logistics tracking, etc. | Reply within 15 minutes during working hours |
| Official email: service@mail.pou-mall.com | Complex issues requiring vouchers (screenshots, shipping waybills, etc.), cooperation inquiries | Reply within 1 hour during working hours, within 24 hours during non-working hours |
| Official phone: +86 15978986940 | Urgent issues (e.g. modify address/cancel order within 1 hour after placing order, report logistics abnormalities, etc.) | Answered in real time during working hours, you can leave a message during non-working hours and we will call back as soon as possible |
2. Quick FAQ Guide (Self-service Available, No Need to Wait for Support)
To save your time, most common issues can be resolved directly by yourself:
- Order Information: All orders will be dispatched within 1-2 business days after successful payment. You can check the preparation progress on the "My Orders" page of the official website; you can cancel the order by yourself within 12 hours after placing it, please contact support if the order has already been prepared after 12 hours.
- Delivery Information: After your order is dispatched, you will automatically receive an email with a tracking number. Delivery takes 5-7 business days for metro areas, and 7-9 business days for remote areas such as Tasmania and Northern Territory. You can track your parcel in real time on the "My Orders" page.
- Return & Refund Information: We support 14-day no-reason returns after delivery (products must be unused, in original packaging and in resalable condition). You can submit a return application directly via the "Return Application" portal on the official website. If the return is due to our fault (quality issues, wrong items sent, shipping damage, etc.), we will cover the full return shipping cost; refunds will be issued to your original payment method within 7 business days after we receive and verify the returned product.
- Payment Information: We support all mainstream payment methods in Australia: American Express, MasterCard, Visa, PayPal, and Afterpay (4 interest-free installments with no extra fees). All orders are settled in Australian dollars with no hidden exchange rate fees. If your payment is deducted successfully but no order is generated, please save your payment receipt and contact support.
3. Official Qualification Disclosure
pou-mall is a formal cross-border e-commerce platform regulated by both Chinese and Australian authorities, all qualifications are publicly verifiable:
- Operating Entity: 昆明果涟商贸有限公司
- Unified Social Credit Identifier: 91530111MAE77RXA2G
- Company Address: 云南省昆明市官渡区矣六街道办事处子君社区居委会子君村21号商铺
Tips
When contacting customer service, please provide your order number and relevant screenshots/vouchers of the issue if possible, so we can locate and resolve your problem faster. Thank you for your understanding and support~
