I had similar issue, they never reply on Lazada. When I DM thru FB, they says they process every order in 24hrs(mine took more than a week) and they claimed there is a problem in Lazada platform, where they didn't received my message, then I had to screenshot and sent to them to believe.. . Better DM on FB first for the best price, then direct go tho their shop and buy, coz you get better price that way(Obviously you need to show the price on FB message) or they increase the price. I've been their long term customer and I can say that, there isn't much customers @shop whenever I visit their shop. No Idea, why their customer service has been bad now.