Contact us

We Are Here to Help

At Lyora LLC, we believe that exceptional customer service is just as important as exceptional products. Whether you have a question about a specific product, need assistance with an order, want to provide feedback, or are experiencing an issue that requires resolution, our dedicated customer service team is ready to assist you.

Our Contact Information

Business Address:
Lyora LLC
7901 4TH ST N STE 300
ST. PETERSBURG, FL 33702
UNITED STATES

Email:
ttnham.llc@gmail.com

Phone:
+84398054274

When to Contact Us

Product Questions

If you are unsure which product best suits your needs, have questions about materials, dimensions, care instructions, or compatibility between different collections, please reach out. Our team knows every product inside and out and can provide detailed specifications, comparison guidance, and honest recommendations. We can also share additional photos, videos, or customer feedback about specific items to help you make an informed decision.

Order Assistance

If you have already placed an order and need to modify it (change shipping address, add items, remove items, or cancel before processing), contact us as quickly as possible. While we cannot guarantee changes after an order enters our fulfillment system, we will do everything we can to accommodate your request. We can also provide order status updates, tracking numbers, and estimated delivery dates.

Shipping Inquiries

Questions about shipping options, delivery timelines, carrier partners, or tracking information are common. Our team can explain the differences between standard, expedited, and overnight shipping; provide more accurate delivery estimates for your specific location; troubleshoot tracking numbers that are not updating; and coordinate with carriers to resolve delivery exceptions such as missed deliveries, damaged packages, or lost shipments.

Returns and Refunds

If you are dissatisfied with any product for any reason, or if your product arrived damaged or defective, contact us immediately to initiate the return or refund process. We will provide clear instructions, a return authorization if required, and a prepaid shipping label for qualifying returns. Our goal is to resolve every return or refund request within three business days of receiving the returned product.

Damaged or Missing Items

Despite our rigorous packaging standards, accidents during shipping can occasionally occur. If your package arrives with visible damage to the outer box, photograph the damage before opening the box. After opening, inspect each item carefully. If any items are broken, chipped, cracked, or missing, send photos and a description of the damage or shortage to our email address. We will arrange for replacement pieces or a full refund, including original shipping charges, for any verified damage or shortage.

Wholesale and Bulk Orders

If you are a business owner, event planner, or individual seeking to purchase our products in quantities larger than our standard website limits, please contact us to discuss wholesale pricing, custom packaging, and dedicated fulfillment arrangements. We work with restaurants, hotels, cafes, wedding planners, corporate gift buyers, and non-profit organizations. Volume discounts vary based on quantity, product mix, and delivery requirements.

Media and Partnership Inquiries

Journalists, bloggers, influencers, and content creators who wish to review our products, interview our leadership team, or explore partnership opportunities are welcome to contact us. We provide complimentary samples to qualified media professionals and can arrange exclusive discount codes for your audience. We also partner with complementary brands (table linens, flatware, glassware, food makers) for cross-promotional campaigns.

Feedback and Suggestions

We actively seek and genuinely appreciate customer feedback, even when it is critical. If you have an idea for a new product design, an improvement to an existing product, a suggestion for our website or customer service, or any other observation that could help us serve you better, please share it. We read every message and track feedback themes to prioritize our improvement efforts.

Response Time Expectations

We strive to acknowledge every email within 24 hours during regular business days (Monday through Friday, excluding major US holidays). Acknowledgment means you will receive a response confirming that we have received your message and providing an estimated timeline for a complete resolution.

Simple inquiries (product dimensions, order status, tracking numbers, basic policy questions) typically receive complete responses within the same acknowledgment message or within a few follow-up messages.

Complex issues (damage claims requiring carrier coordination, wholesale pricing customizations, technical defects affecting multiple products, international shipping complications) may require additional time. We will provide regular updates every 48-72 hours until resolution.

Phone Support Information

Our phone line is available for urgent matters that require immediate attention. Please be aware that phone inquiries are prioritized based on urgency, and during peak periods (holiday shopping season, major sales events, or product launches), you may experience wait times or be directed to email support.

When calling, please have your order number (if applicable) and contact information ready. Our representatives will ask for these details to access your account and provide efficient assistance. Calls are not recorded for quality or training purposes, but representatives may take written notes about your inquiry.

If you reach our voicemail, please speak clearly, state your full name, order number (if applicable), phone number, email address, and a brief description of your reason for calling. We will return your call within one business day.

International Callers

Our phone number includes the international country code for Vietnam (+84). Callers from outside Vietnam should dial their country’s international access code followed by +84398054274. We recommend using email for international inquiries whenever possible to avoid long-distance charges and time zone complications.

Privacy and Data Protection

When you contact us, we collect and store only the information necessary to respond to your inquiry and resolve your issue. This typically includes your name, email address, order number, and any details you voluntarily provide about your concern. We do not share your contact information with third parties for marketing purposes or sell your information to any outside organization. For complete details about how we handle your data, please review our Privacy Policy.

Contact Form on Website

For your convenience, our website includes a contact form that you can complete without leaving your email or phone application. The form requires your name, email address, and message. You may optionally provide your order number and phone number. Submissions through the contact form generate the same email queue as messages sent directly to ttnham.llc@gmail.com, ensuring consistent response times and quality.

Social Media

While we maintain social media presence on select platforms, we do not use these channels for customer service or order support. Please direct all product, order, return, shipping, and policy inquiries to email or phone rather than social media comments or direct messages. Social media accounts are monitored for brand reputation and marketing purposes only and may not receive timely responses to service inquiries.

Mailing Address for Written Correspondence

If you need to send us physical documents (rarely necessary), please address them to:
Lyora LLC
ATTN: Customer Service
7901 4TH ST N STE 300
ST. PETERSBURG, FL 33702

We do not accept product returns at this address unless we provide specific authorization and instructions. Unsolicited returns sent to this address without prior authorization will not be processed and may be discarded.

Office Hours and Closures

Our customer service team operates during regular business hours, Eastern Time, Monday through Friday. We are closed on the following US federal holidays:

  • New Year’s Day (January 1)

  • Martin Luther King Jr. Day (third Monday in January)

  • Memorial Day (last Monday in May)

  • Independence Day (July 4)

  • Labor Day (first Monday in September)

  • Thanksgiving Day (fourth Thursday in November)

  • Christmas Day (December 25)

On days preceding major holidays, response times may be longer than usual as team members take scheduled time off. We appreciate your understanding and patience during these periods.

Escalation Process

If you are dissatisfied with the response you receive from our customer service team, you may request escalation to a supervisor or manager. Provide your original inquiry details, the response you received, and the specific reasons you believe the response was inadequate. A manager will review your case and provide a final decision within five business days. All escalation decisions are documented and final unless new information emerges that materially changes the facts of your case.

Thank You for Choosing Lyora LLC

We are honored that you have entrusted us with your ceramic tableware needs. Our team takes pride in providing responsive, empathetic, and effective support to every customer who contacts us. Whether you reach out with a simple question or a complex problem, you will be treated with respect, professionalism, and genuine care. We look forward to hearing from you and serving you.