How Can We Help?

Choose the type of help you need and we will direct you to the clearest next step. Please do not send payment details, passwords, government identification, medical records, or unrelated sensitive information.

Order Help

For an existing order, include the order number and the email address used at checkout. Do not include complete payment-card information.

• Review shipping information
• Review returns and refunds
• Email us about an order

Material and Care Questions

If you need clarification before purchase or help caring for an item, tell us which page or material you are asking about. Photographs may help with visible condition, but they cannot always confirm material identity.

• Learn about natural, lab-created, treated, and imitation materials
• Read the crystal care guide

Complimentary Five-Element Reading

Open the chat icon in the lower corner of the store or email heavenlysecret9@gmail.com. Review the Privacy Policy before sharing birth details. A reading is offered for cultural reflection and entertainment, does not require a purchase, and does not guarantee an outcome.

Learn what the complimentary reading includes.

Privacy Requests

For a request relating to access, correction, or deletion of personal information, use the contact method described in the Privacy Policy. Include enough information to identify the request, but do not send additional sensitive documents unless they are specifically and securely required.

Service & Response Times

Service hours: Monday to Sunday, 9:00 AM to 9:00 PM (Hong Kong Time).

Online replies: We usually reply within a few minutes during service hours.

Email replies outside service hours: You may email us at any time. Messages received outside service hours will be answered within 12 hours.

General Contact

Email: heavenlysecret9@gmail.com

For common questions, visit the Frequently Asked Questions. For cultural learning, visit the Heavenly Secret Learning Center.