Direct answer: Do not put card details, passwords, identity documents, a full delivery address or unrelated sensitive information in a general Texvilo support message. Use the smallest set of details needed to match the enquiry: typically an order number and checkout email for an order question, an exact product name and SKU for a product question, or an order number and destination postcode for a delivery question.
This purchase-support guide is for Australian adults aged 18 or older. It reflects Texvilo’s current policy and contact pages checked on 12 August 2026. It explains how to prepare a focused enquiry; it does not promise a response time, order outcome, delivery result, cancellation, return or refund.
Details to leave out of a general message
Texvilo’s Privacy Policy specifically says not to include payment details, identity documents or unrelated sensitive information in a general support message. The practical boundary is:
- Do not send payment card details. Leave out the full card number, expiry date, security code and any banking credentials.
- Do not send passwords. Support does not need an account, email or payment password to identify an enquiry.
- Do not attach identity documents without a specific secure instruction. The public contact form is a general support channel, and the policy tells visitors not to include identity documents there.
- Do not put a full delivery address in a public channel. Never post an address, order number or tracking details in a blog comment or social post.
- Leave out unrelated personal history. Include only information that helps support match the order, product, delivery or returns question.
If a later assessment genuinely needs something more, wait for support to explain the next step and the appropriate way to provide it. Do not anticipate that request by sending sensitive material in the first message.
Use the minimum details for each enquiry type
| Enquiry | Useful matching details | Leave out initially |
|---|---|---|
| Order status | Order number and email used at checkout | Card details, password, identity documents |
| Product identity | Complete product name and SKU | Unrelated order or payment information |
| Delivery question | Order number and destination postcode | Full address in any public message |
| Damaged or incorrect item | Order number and concise description; photographs when requested or relevant | Payment data and unrelated sensitive documents |
These fields come from the live Contact Texvilo page. They are matching details, not proof that a particular outcome will apply.
Why an order number is different from payment data
An order number helps support locate the relevant store record. It is not a reason to include the payment credentials used for that order. Pair the order number only with the detail the contact page asks for: the checkout email for a general order enquiry, or the destination postcode for a delivery enquiry.
Keep the order number private even though it is useful to support. Submit it through the official contact form rather than a blog comment or public social channel. For the structure of a delivery-specific request, use the existing guide on how to prepare a delivery support enquiry.
How to describe the issue without oversharing
- Name the enquiry type. Say whether it concerns order status, product identity, delivery or a possible return.
- Add the matching reference. Use the order number or complete product name and SKU as appropriate.
- Describe only what you can observe. Quote a visible status or explain the mismatch in one or two factual sentences.
- Ask one clear question. Request the status or next step without assuming acceptance, a refund or another remedy.
- Review the message. Remove passwords, payment credentials, identity documents and personal details that do not help identify the issue.
A concise message is easier to match to the correct record and reduces the amount of personal information sent unnecessarily.
What to do for a damaged or incorrect item
The Returns and Refunds policy asks for the order number, exact product name or SKU, a concise description and clear photographs when damage or an incorrect item is involved. Keep the item and packaging until support provides the next step, and do not send anything to an assumed return address.
Photographs should show the relevant condition and enough product identity to explain the issue. Check the frame before submitting it: remove or cover shipping labels, payment information, identity documents and unrelated personal material unless support has given a specific reason and secure instruction for including something.
A privacy-conscious message pattern
Subject: [enquiry type] for order [order number]
Please check [one concise question]. The current record shows [brief factual observation]. The email used at checkout is [email], or the destination postcode is [postcode] when this is a delivery enquiry. Please advise the next step.
Use only the matching field relevant to the question. Do not fill the message with every detail from the order confirmation.
Bottom line
A Texvilo support message should identify the enquiry without exposing unnecessary sensitive information. Start with the order number, checkout email, postcode, exact product name or SKU that the contact page requests for that enquiry type. Leave out card details, passwords, identity documents, a public full address and unrelated personal information.
Adults 18+ only. Do not provide false age or delivery information or attempt to order for a minor. Tobacco contains nicotine, which is addictive, and smoking causes serious health risks.