About a specific piece
Use the Enquire button on the product page. It records the enquiry against the piece before it opens WhatsApp, so we have the context even if the message never gets sent.
About an existing order
Reply on the same WhatsApp thread where you arranged the purchase. Everything about your order — what you bought, what you paid, the tracking number — is in that conversation, and so is the person who dealt with you.
When we reply
A real person answers, which means not instantly and not at three in the morning. If you have not heard back within a working day, send the message again — it is far more likely we missed it than that we ignored it.