Frequently Asked Questions (FAQ)

How do I place an order?

To place an order, browse our collection, select your preferred fragrance product, choose any available options such as scent, size, or quantity, and add the item to your shopping cart.

Proceed to checkout, enter the required shipping and payment information, and review your order before submitting payment.

Once your order is successfully placed, an order confirmation will be sent to the email address provided at checkout.

Can I change or cancel my order?

If you need to request a change or cancellation, please contact us at service@qavellora.com as soon as possible after placing your order.

We will make reasonable efforts to assist before fulfillment begins. However, changes and cancellations cannot be guaranteed after an order has entered processing, packaging, shipment preparation, or dispatch.

How can I track my order?

When tracking information becomes available, we will send a shipping confirmation to the email address provided during checkout.

Please allow time for the shipping carrier to update its tracking system after the shipping label is created.

When will my order arrive?

Delivery estimates depend on your shipping destination, product availability, fulfillment procedures, shipping carrier, customs clearance, and other factors.

Estimated delivery information and available shipping options will be displayed during checkout where supported.

For further information, please review our Shipping Policy.

What should I do if my order arrives damaged, incorrect, or incomplete?

Please contact us promptly at service@qavellora.com.

Include your order number, a description of the problem, and clear photographs of the product, packaging, and shipping label where applicable.

If a fragrance bottle arrives broken or leaking, avoid direct contact with the liquid, keep the affected product away from flames and heat, and contact us for assistance.

We will review the information and advise you of the appropriate next steps.

What is your return process?

Customers may request a return within 30 days after confirmed delivery, subject to our Return Policy and applicable law.

Items must generally be unused, unopened, and in their original condition to qualify for a preference-based return.

Please contact us before returning any item. Unauthorized returns may not be accepted.

Can I return an opened fragrance product?

For hygiene, safety, and product-integrity reasons, opened or used fragrance oils, reed diffusers, candles, and similar products may not qualify for change-of-mind returns.

This does not affect any rights or remedies available for faulty, damaged, incorrect, or nonconforming products under applicable law.

Please review our Return Policy for details.

Why does the fragrance smell different from what I expected?

Fragrance perception is subjective and may vary depending on personal preferences, room temperature, ventilation, product concentration, and surrounding scents.

We encourage customers to review product descriptions and fragrance notes before purchasing.

How should I use a reed diffuser?

Place the diffuser bottle on a stable, level surface away from direct sunlight, heat, and open flames.

Carefully remove the seal and insert the supplied reeds according to the product instructions.

Keep the liquid away from children, pets, furniture finishes, and delicate surfaces. Follow all safety instructions provided with the product.

How long does a reed diffuser last?

The fragrance duration may vary depending on bottle size, fragrance composition, number of reeds, room temperature, ventilation, and frequency of use.

Please refer to the relevant product listing for any product-specific usage or duration estimates.

Are your fragrances safe for pets?

Some fragrance ingredients and essential oils may be harmful to animals, depending on the substance, concentration, exposure, and species.

Keep all fragrance products out of reach of pets. Avoid use in poorly ventilated spaces or areas where pets cannot move away from the fragrance.

Consult a veterinarian if you are unsure whether a particular product is appropriate for your household.

Which payment methods do you accept?

Available payment methods are shown during checkout and may vary by location, currency, device, and payment provider.

How can I contact customer support?

Brand: Qavellora

Legal Entity: Shenzhen Shuo Fei Enterprise Management Co., Ltd.

Company Address: Building 102, Factory, No. 2 Baotian Road, New Community, Longgang Street, Longgang District, Shenzhen City, Guangdong Province, China

Email: service@qavellora.com

Qavellora is operated by Shenzhen Shuo Fei Enterprise Management Co., Ltd.