Contact Us
Last Updated: September 1, 2026
Thank you for visiting VELMORA.
VELMORA is an online store focused on coffee machines, coffee-making appliances, and related accessories designed for everyday home use.
Our official website is:
dbmgshop.com
VELMORA is operated by:
Shanxi Xiangyi Network Technology Co., Ltd.
If you have questions about a product, order, shipment, return, refund, warranty, payment, or any other issue related to your purchase, please contact our customer service team using the information below.
Customer Service
For customer service inquiries, please contact:
Email:
service@dbmgshop.com
This is our official business-domain customer service email for matters related to VELMORA and orders placed through dbmgshop.com.
For order-related inquiries, please include your order number whenever possible so that we can locate your order and assist you more efficiently.
Customer Service Hours
Our customer service team is available:
Monday to Friday
9:00 AM – 6:00 PM Central Standard Time (CST)
Messages received outside our normal customer service hours will generally be reviewed on the next business day.
We aim to respond to customer inquiries within:
24 business hours
During public holidays, periods of unusually high inquiry volume, or other exceptional circumstances, responses may occasionally take longer.
What We Can Help With
Our customer service team can assist with matters including:
- Product information
- Coffee machine questions
- Order status
- Order changes
- Order cancellation requests
- Shipping and tracking
- Delivery delays
- Missing packages
- Incorrect items
- Products damaged during shipping
- Returns
- Refunds
- Warranty inquiries
- Payment-related questions
- General website and store inquiries
If your inquiry concerns a specific product or order, please provide enough information for us to identify and review the issue.
Order Inquiries
When contacting us regarding an existing order, please provide:
- Order number
- Full name used on the order
- Email address used at checkout
- Product name
- Brief description of your request
Where relevant, we may also request photographs, videos, shipping information, or other reasonable documentation needed to evaluate the issue.
Please do not send sensitive payment information by email.
VELMORA will not ask you to provide your:
- Full credit card number
- Card PIN
- Full card security code
- Online banking password
through ordinary customer service email.
Shipping and Tracking Questions
If your order has already shipped, please review the tracking information provided with your shipment confirmation.
If you have questions about:
- Tracking updates
- Delivery delays
- Carrier status
- Delivery attempts
- Missing packages
- Shipping address issues
please contact:
and include your order number.
We will review the available shipment information and assist where reasonably possible.
Damaged or Incorrect Products
If your coffee machine or other product arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.
Email:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the outer packaging where relevant
- Photograph of the shipping label where useful
Please retain the product and original packaging until the issue has been reviewed.
Depending on the circumstances and applicable store policy, an appropriate solution may include a replacement, reshipment, repair support, partial refund, or full refund.
Returns
Before returning any product, you must contact our customer service team first.
Return Contact Email:
service@dbmgshop.com
Please do not ship a product back without first receiving applicable return instructions.
Once your return request has been reviewed, our customer service team will provide instructions regarding the authorized return process.
Return eligibility, return periods, return shipping responsibility, and refund conditions are governed by our applicable Returns & Refund Policy.
Return Address
Our authorized return address is located in China.
The return address is the same as the registered business address of our legal entity.
Unless our customer service team provides different written instructions for a specific approved return, the return address is:
Shanxi Xiangyi Network Technology Co., Ltd.
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Important: You must contact service@dbmgshop.com before sending any product to this address.
Do not send an unauthorized return directly to the registered address without first receiving return instructions.
Unauthorized returns may experience delays or may not be processed in accordance with our standard return procedure.
Refund Questions
If a refund has been approved, it will generally be issued to the original payment method used for the purchase unless otherwise required by applicable law.
After a refund is processed by VELMORA, additional processing time may be required before the funds appear in your account.
This additional processing time is determined by your bank, card issuer, or payment provider.
For complete refund terms, please review our Returns & Refund Policy.
Warranty and Product Support
For questions regarding:
- Product defects
- Coffee machine operation
- Warranty claims
- Product troubleshooting
- Replacement parts where applicable
- Product care
please contact:
Please include your order number and product model where available.
If the issue involves a possible defect, photographs or video may help us evaluate the matter more efficiently.
Official Communication Channels
For your security, please make sure you are communicating with VELMORA through our official website and business-domain email.
Official Website:
dbmgshop.com
Official Customer Service Email:
service@dbmgshop.com
If you receive a suspicious message claiming to represent VELMORA, do not provide sensitive personal or payment information.
You may contact us directly at service@dbmgshop.com to verify whether a communication is legitimate.
Business Information
Brand Name:
VELMORA
Official Website:
dbmgshop.com
Legal Business Name:
Shanxi Xiangyi Network Technology Co., Ltd.
Registered Business Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Return Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
The return address and registered business address are the same location.
Customer Service Email:
service@dbmgshop.com
Telephone:
+86 18348962178
Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM Central Standard Time (CST)
Typical Response Time:
Within 24 business hours
Contact VELMORA
For questions about products, orders, shipping, returns, refunds, warranty, or customer service, please contact:
VELMORA
Operated by Shanxi Xiangyi Network Technology Co., Ltd.
Website: dbmgshop.com
Email: service@dbmgshop.com
Telephone: +86 18348962178
Registered Business and Return Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Customer Service Hours:
Monday to Friday, 9:00 AM – 6:00 PM Central Standard Time (CST)
Response Time:
We aim to respond within 24 business hours.