General Questions
What is Carvelo?
Carvelo is an online shopping store offering stylish, practical, and carefully selected products designed for everyday use. We focus on providing quality, value, and a smooth shopping experience.
How can I contact Carvelo?
You can contact us by email at:
For refund or return requests, you can contact:
Please include your order number when contacting us so we can assist you faster.
What are your customer support hours?
Our support team is available:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday – Sunday: Closed
Please allow 24–48 business hours for a response.
Order Questions
How do I place an order?
Simply choose the product you want, select the available options such as color or size, add it to your cart, and complete checkout by entering your shipping and payment information.
Can I change my order after placing it?
If your order has not yet been processed or shipped, we may be able to update it. Please contact us as soon as possible at support@carvelo.net with your order number.
Once the order has been processed or shipped, changes may no longer be possible.
Can I cancel my order?
Orders can only be cancelled before they are processed or shipped. Once your order has been shipped, it cannot be cancelled and must follow our return process after delivery.
I entered the wrong shipping address. What should I do?
Please contact us immediately at support@carvelo.net with your order number and the correct shipping address.
We will do our best to update the address before the order is processed or shipped. Carvelo is not responsible for delays or lost packages caused by incorrect shipping details provided by the customer.
How do I know if my order was confirmed?
After placing your order, you should receive an order confirmation email with your order details. If you do not receive it, please check your spam or junk folder.
If you still cannot find it, contact us at support@carvelo.net.
Shipping & Delivery Questions
How long does shipping take?
Estimated delivery time is usually:
7–20 business days
Delivery time may vary depending on your location, courier availability, customs procedures, public holidays, or other delays outside our control.
How long does it take to process my order?
Orders are usually processed within:
1–3 business days
Processing may take longer during holidays, promotions, or high-demand periods.
Do you provide tracking information?
Yes, when tracking is available, you will receive a shipping confirmation email with tracking details once your order has been shipped.
Tracking updates may take a few business days to appear after dispatch.
Why is my tracking information not updating?
Tracking information may take time to update in the courier system. Please allow a few business days for tracking details to refresh.
If your tracking has not updated for a long period, contact us at support@carvelo.net.
My order is delayed. What should I do?
If your order is delayed beyond the estimated delivery timeframe, please contact us with your order number. We will help review the shipment status and provide available updates.
Do you ship internationally?
Shipping availability may depend on your location and the available delivery options at checkout. If shipping is available to your address during checkout, you can complete your order.
Are customs duties or import taxes included?
Customs duties, import taxes, or additional charges may apply depending on your country or region. These fees are the customer’s responsibility unless clearly stated otherwise at checkout.
Carvelo is not responsible for customs delays or additional customs charges.
Payment Questions
What payment methods do you accept?
Available payment methods will be shown at checkout. Payment options may vary depending on your location and the payment providers available on our store.
Is my payment information secure?
Yes. Payments are processed through secure payment providers. Carvelo does not store your full payment card details.
Why was my payment declined?
Payments may be declined for several reasons, such as incorrect card details, insufficient funds, bank restrictions, or payment provider security checks.
Please check your payment details or contact your bank/payment provider for more information.
Product Questions
Are product colors exactly the same as the photos?
We do our best to display product colors as accurately as possible. However, colors may vary slightly due to lighting, photography, screen settings, and device display differences.
How do I choose the correct size or color?
Please review the product details, available options, and product images before placing your order. Make sure to select the correct size, color, or variant before checkout.
What should I do if I receive the wrong product?
If you receive an incorrect item, please contact us within 48 hours of delivery at support@carvelo.net.
Please include:
Order Number:
Photos or videos of the item:
A short explanation of the issue:
Once reviewed, we will provide a suitable solution.
What should I do if my item arrives damaged or defective?
Please contact us within 48 hours of delivery and include your order number, clear photos or videos of the item and packaging, and a short explanation of the issue.
After reviewing your request, we may offer a replacement, store credit, or refund according to our Refund & Returns Policy.
Returns & Refunds Questions
What is your return policy?
You may request a return within 14 days of receiving your order.
To be eligible, the item must be unused, unworn, in its original packaging, and in the same condition as received.
How do I request a return?
To request a return, email us at:
Please include:
Full Name:
Order Number:
Email used for the order:
Reason for return:
Photos or videos, if applicable:
Our team will review your request and provide the next steps.
Can I return a used item?
No. Used, worn, damaged, stained, or altered items cannot be returned unless the item arrived defective or incorrect.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
Original shipping fees are non-refundable unless the return is due to an error from our side.
How long does it take to receive a refund?
Once your returned item is received and inspected, approved refunds are processed to the original payment method.
Refunds usually take 5–10 business days to appear in your account, depending on your bank or payment provider.
Can I exchange an item?
We currently do not guarantee direct exchanges. If you need a different size, color, or product, you may return the eligible item and place a new order once the return is approved.
Why was my refund request rejected?
A refund request may be rejected if the item is used, worn, damaged by misuse, missing original packaging, returned after the allowed return period, or does not meet our return eligibility conditions.
Lost or Missing Package Questions
My package says delivered, but I did not receive it. What should I do?
Please first check with family members, neighbors, building reception, security, or your local courier office.
If the package is still missing, contact us at support@carvelo.net and we will assist you as much as possible.
Carvelo is not responsible for packages marked as delivered by the courier but reported missing afterward.
What happens if my package is lost during shipping?
If your package appears to be lost, contact us with your order number. We will review the case with the shipping provider and help provide the best available solution.
Account & Email Questions
Do I need an account to place an order?
You may be able to place an order without creating an account, depending on the checkout options available on our store.
I did not receive an order confirmation email. What should I do?
Please check your spam, junk, or promotions folder. Also make sure the email address entered at checkout was correct.
If you still cannot find the confirmation email, contact us at support@carvelo.net.
How can I unsubscribe from promotional emails?
You can unsubscribe by clicking the unsubscribe link at the bottom of any promotional email you receive from Carvelo.
Contact Form Template
Use the template below when contacting us:
Full Name:
Order Number:
Email Address Used at Checkout:
Reason for Contact:
Message:
For damaged, defective, or incorrect items, please also attach clear photos or videos.
