FAQ
Ordering
Q: How can I place an order?
A:
To place an order:
- Select your favorite item and choose your preferred size and color.
- Click "Add to Cart".
- Proceed to checkout and complete your payment information.
- After your order is successfully placed, you will receive an order confirmation email.
If you do not receive your confirmation email, please check your spam folder or contact our customer service team.
Q: Can I change or cancel my order after placing it?
A:
We begin preparing orders shortly after payment confirmation.
If you need to make changes or cancel your order, please contact us as soon as possible:
Cancellation or modification requests can only be accepted before your order has been processed or shipped.
Once your order has entered processing or has been shipped, changes or cancellations may no longer be possible.
Q: Can I change my shipping address after ordering?
A:
If you notice an error in your shipping address, please contact us immediately.
We can only update shipping information before your order has been processed or shipped.
Once your order has been shipped, we cannot guarantee that address changes will be possible.
Shipping
Q: How long does shipping take?
A:
Your total delivery time includes:
Processing Time + Shipping Time
Processing Time:
Most orders are prepared and shipped within 3–7 business days after payment confirmation.
Shipping Time:
United States, United Kingdom, Canada & Australia:
- Standard Shipping: 6–10 business days
- Express Shipping: 3–5 business days
Europe and other international destinations:
- Standard Shipping: 6–10 business days
Delivery times are estimates only and may vary due to customs clearance, carrier delays, holidays, weather conditions, or other circumstances beyond our control.
Q: Do you provide tracking information?
A:
Yes.
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
You can use the tracking information provided to monitor your package delivery progress.
If you need assistance with tracking, please contact:
Q: Do you ship internationally?
A:
Yes.
We currently ship to customers worldwide.
Shipping costs and available shipping methods will be displayed during checkout based on your destination.
Q: Will my order arrive in one package?
A:
If your order contains multiple items, your products may occasionally be shipped separately depending on product availability and fulfillment arrangements.
If you receive only part of your order, please do not worry. The remaining items will continue to be delivered.
Q: Are customs duties or taxes included?
A:
Customs duties, taxes, or import fees may vary depending on your destination country.
Any additional charges required by local customs authorities may be the responsibility of the recipient.
Products & Sizing
Q: How do I choose the right size?
A:
We recommend checking the size chart available on each product page before placing your order.
If you are unsure about sizing, please contact our customer service team and we will be happy to assist you.
Q: What if the item does not fit?
A:
If your item does not fit, please contact us within our return period.
Size and fit issues are handled according to our Return & Refund Policy.
Customers may be responsible for return shipping costs for personal preference returns.
Q: Are the colors exactly the same as shown online?
A:
We make every effort to display product colors accurately.
However, colors may vary slightly depending on your device screen settings, lighting conditions, and manufacturing processes.
Returns & Refunds
Q: What is your return policy?
A:
We offer a 30-day return policy after receiving your order.
To request a return, please contact:
Please include:
- Order number
- Reason for return
- Photos or videos if there is a quality issue
For complete details, please visit our Return & Refund Policy.
Q: How long does a refund take?
A:
Once your returned item has been received and inspected, approved refunds will be processed within 10 business days.
Please note that your bank or payment provider may require additional processing time before the refund appears in your account.
Q: What if I receive a damaged or incorrect item?
A:
If you receive:
- A damaged item
- A defective item
- An incorrect item
please contact us within 7 days after delivery.
Please provide:
- Order number
- Clear photos or videos showing the issue
Our team will review your request and provide an appropriate solution.
Payment & Security
Q: What payment methods do you accept?
A:
We accept secure payment methods available at checkout, including:
- Credit and debit cards
- PayPal
- Shopify Payments
- Other available payment methods
Available payment options may vary depending on your location.
Q: Is my payment information secure?
A:
Yes.
Payments are processed through trusted and secure payment providers.
We do not store your complete payment card information.
Your personal information is handled according to our Privacy Policy.
About Celvoria
Q: What is Celvoria?
A:
Celvoria is an online fashion brand specializing in elegant and versatile women's apparel.
We focus on creating timeless pieces designed for everyday moments, vacations, and special occasions.
Our collections combine refined designs, comfortable fabrics, and effortless styles for modern women.
Q: Where is Celvoria located?
A:
Celvoria is operated by:
MIRAI CLOTHING CO., LIMITED
Registered Business Address:
Room 5B, 9 Lai Yip Street,
Kwun Tong, Kowloon,
Hong Kong SAR
Contact
Q: How can I contact customer service?
A:
If you have any questions about your order, products, shipping, or returns, please contact us:
Email:
support@shopcelvoria.com
Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM
We usually respond within 24 business hours.