Contact information
CONTACT INFORMATION
Last updated: August 9, 2026
POUNCERA is a trading brand operated by CALDERVO SYSTEMS LTD.
1. Business Information
Legal business name:
CALDERVO SYSTEMS LTD
Trading name:
POUNCERA
Company number:
17384488
Registered in:
England and Wales
Registered office:
128 City Road
London
United Kingdom
EC1V 2NX
Please note that our registered office is for legal and business correspondence only. It is not a retail store, customer service centre, or return facility and does not accept customer return parcels.
2. Customer Service
For questions about products, orders, cancellations, shipping, tracking, returns, refunds, or damaged items:
Email:
customerservice.pouncera@caldervo.com
Telephone:
[ADD PUBLIC CUSTOMER SERVICE PHONE NUMBER BEFORE LAUNCH]
Contact form:
You may also contact us through the Contact Us page on our website.
Customer service is monitored Monday to Friday, excluding applicable public holidays.
We aim to respond within 2 business days. Response times may be longer during public holidays, major promotions, or unusually high support volume.
Please include your order number when contacting us about an existing order.
3. Urgent Order Changes
If you need to request an address correction or order cancellation, contact us within 12 hours after placing the order.
Use the subject line:
URGENT ORDER CHANGE – ORDER #[YOUR ORDER NUMBER]
We will make reasonable efforts to help, but changes and cancellations are not guaranteed once processing or shipment has begun.
4. Returns
Do not return products to:
• The sender address printed on the parcel;
• Our London registered office; or
• Any address found online without authorization.
To request a return, email:
customerservice.pouncera@caldervo.com
Approved returns must follow the instructions and Shenzhen, Guangdong return address provided by our customer service team.
Please review our Return & Refund Policy before sending any product.
5. Privacy Requests
For questions about personal information, cookies, marketing preferences, data access, correction, deletion, portability, or privacy rights:
Email:
privacy.pouncera@caldervo.com
To protect customer information, we may request reasonable identity verification before completing a privacy request.
We will respond within the period required by applicable privacy law.
6. Complaints
If you have a complaint, email:
customerservice.pouncera@caldervo.com
Please include:
• Your name;
• Order number, if applicable;
• A clear description of the problem;
• Your preferred resolution; and
• Relevant photographs, videos, or documents.
We aim to acknowledge complaints within 2 business days and work toward a fair resolution.
If your complaint concerns privacy or personal information, contact:
privacy.pouncera@caldervo.com
7. Product Safety Concerns
If you believe a product may be unsafe, stop using it immediately and keep it away from pets and children.
Contact:
customerservice.pouncera@caldervo.com
Use the subject line:
URGENT PRODUCT SAFETY CONCERN
Include the order number, product name, photographs or video, and a description of what happened.
Do not dispose of the product or packaging until we confirm whether they are needed for an investigation, unless keeping them would create an immediate safety risk.
8. Social Media
You may interact with POUNCERA through our official social media accounts.
Social media comments and direct messages are not guaranteed customer-service channels and should not be used for:
• Cancellations;
• Address changes;
• Refund requests;
• Privacy requests;
• Payment problems; or
• Urgent product safety concerns.
For these matters, use the appropriate email address listed above.
9. Legal Correspondence
Legal correspondence may be sent to:
CALDERVO SYSTEMS LTD
128 City Road
London
United Kingdom
EC1V 2NX
Company number: 17384488
A copy should also be emailed, where appropriate, to:
customerservice.pouncera@caldervo.com
10. Accessibility
If you need information in an accessible format or require reasonable assistance when contacting us, email customerservice.pouncera@caldervo.com and explain what support you need.