Order & Shipping
Q1: How long does it take to process my order?
A1: After payment is confirmed, standard order processing takes 1–3 business days. Business days exclude weekends and public holidays.
Extra time may be needed for address verification, payment checks, high order volume or fulfillment issues. We will contact you if there is a major problem with your order.
Q2: What is the estimated delivery time after dispatch?
A2: Transit time is estimated 7–15 business days after the parcel is shipped. This does not include order processing time.
Delivery time is not guaranteed. Delays may be caused by carrier schedules, customs clearance, bad weather, holidays or local logistics disruptions.
Q3: Do you ship worldwide?
A3: Delivery destinations and available shipping services are shown at checkout. Some products or regions have shipping restrictions, and we do not guarantee worldwide shipping.
Q4: How is the shipping cost calculated?
A4: Shipping fees will be displayed before you finish payment. The cost depends on destination, items in your order and the selected shipping method. Promotional shipping discounts only apply when clearly stated for your transaction.
Q5: Where can I find my tracking number?
A5: If tracking is available, tracking information will be sent to your registered email. Carrier tracking records may take some time to update after dispatch.
If tracking status stays unchanged for a long time, please email service@nevlora.com with your order number.
Q6: Can I correct my shipping address after placing an order?
A6: Please double-check your name, shipping address, postcode and contact info before checkout. Contact us immediately if you find an error. Address correction may not be possible once the parcel has been dispatched.
Customs & Import Charges
Q7: Will I need to pay customs duties or import taxes?
A7: International shipments may be subject to import duties, taxes, inspection fees or local handling charges.
If these fees are not collected at checkout, the recipient is responsible for paying them according to local law. Customs procedures can also cause delivery delays.
Delivery Issues: Delayed, Lost, Damaged or Undelivered
Q8: My package is delayed. What should I do?
A8: First check your latest tracking update. If the status is stuck or unresolved, email us with your order number and details. We will check shipment records and find a proper solution for you. Your legal delivery rights remain valid.
Q9: What if my parcel is lost or delivery failed?
A9: Contact our support team with your order number. We will investigate the shipment and handle the case following our policy and applicable consumer law.
Q10: I received a damaged, incomplete or wrong item. What can I do?
A10: Please contact us as soon as possible. Provide your order number, a description of the problem and clear photos of the product or packaging. Remedies may include replacement, repair, full or partial refund based on the situation and local law.
Q11: Why did my order arrive in multiple separate parcels?
A11: One order may be split into several packages. Each parcel has its own tracking number and may arrive on different dates. The total shipping charge stays the same as shown at checkout.
Q12: What happens if I refuse delivery or the parcel cannot be delivered?
A12: If the package is returned due to wrong address, delivery failure or refusal, we will review the case before deciding the next steps. Related shipping costs and refund adjustments follow our policy and applicable law.
Return & Exchange
Q13: What is the return window?
A13: You may submit a return request within 30 calendar days after delivery by emailing service@nevlora.com with your order number and return reason.
Statutory rights for defective or misdescribed goods may still apply after this 30-day voluntary return period.
Q14: What are the conditions for a change-of-mind return?
A14: For voluntary returns, items should be unused (except reasonable inspection), kept in original condition, with all accessories and original packaging where reasonably required.
Certain personalized, perishable or hygiene-sensitive items cannot be returned for change of mind by law. This does not affect your rights for damaged, defective or incorrectly sent goods.
Q15: How do I start a return?
A15:
- Email us with your order number, product name and return reason.
- Add photos and description if the item is damaged, faulty or incorrect.
- Wait for our official return instructions and authorized return address.
- Pack securely and keep your shipping proof.
⚠️ Our company registered address is NOT the return address unless explicitly authorized by our support team. Do not send returns there without approval.
Q16: Who pays for return shipping?
A16: For change-of-mind returns, the customer is responsible for return shipping unless local law states otherwise.
If the item is defective, damaged or wrong, we will cover reasonable return shipping cost or provide other remedies as required by law. Please contact us before arranging expensive international returns.
Q17: Can I cancel my order?
A17: You may contact us to cancel before the order is dispatched. Once fulfillment has started or the parcel is shipped, cancellation is no longer available and our return policy applies.
Q18: Can I exchange a product?
A18: Please contact support to request an exchange. Exchange availability depends on stock and the reason of your request. An alternative option is to return the item and place a new order.
Refund Questions
Q19: How long does a refund take?
A19: After approval, we normally process the refund within 10 business days. Refunds go back to your original payment method unless the law requires another way.
Banks, card issuers and payment platforms may take extra time to show funds in your account.
Q20: Will I get the original shipping fee back?
A20: Refund of the original shipping cost depends on the return reason, purchase terms and mandatory local consumer law.
Q21: Do you charge a restocking fee?
A21: We do not charge restocking fees for eligible returns. Return shipping cost paid by you is separate and is not a restocking fee.
General & Contact
Q22: Do these terms override my legal consumer rights?
A22: No. Nothing in our shipping and return policy removes non-waivable statutory rights, including warranty rights, withdrawal rights and mandatory refund rules. Local law prevails if there is a conflict.
Q23: How can I contact Nevlora support?
Operating Company：Haikou Qingye Weishi Technology Co., Ltd.
Unified Social Credit Code (USCC):91460000MAKEN75M29
Company Address：Room J0178, Room 10-1120, 11th Floor, Building 10, Guoxingcheng, No. 4 Dayingshan East 3rd Road, Lantian Street, Meilan District, Haikou, Hainan Province
Support Email: service@nevlora.com
Contact Phone: +86 15648316579
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)