ZELVORIE · Help Center

Frequently Asked Questions

Who operates ZELVORIE?

Beijing Tujing Technology Co., Ltd. operates the store. Its business address is Room 2-4-43, 1st Floor, Building 2, No. 1 Beiyuan 1st Road, Tongzhou District, Beijing, China.

What does the store sell?

Our nine-piece selection covers ambient lighting (Aurelle, Halo, and Forma), table and serveware (Sera, Nilo, and Mara), and soft living and decor (Aven, Oriel, and Isla).

How long does processing take?

Normally 2–4 business days after payment confirmation. Holidays, promotions, or unusually high order volume can extend processing to 5 business days.

What is the U.S. delivery estimate and shipping cost?

Standard transit to supported U.S. destinations is generally estimated at 10–15 business days after dispatch. Available methods and charges are shown at checkout before payment.

Where do orders ship from, and is tracking available?

Our facilities or designated fulfillment partners may dispatch an order, so the shipping origin may differ from our business address. Available tracking is normally sent by email or provided through the applicable tracking method after dispatch. Carrier updates may take time to appear.

What if delivery is delayed or a package is missing?

Send your order number to service@zelvorie.com if tracking has stalled or the parcel appears lost. For an order marked delivered, first check likely delivery areas, reception, household members, neighbors, and carrier notices.

How do I request a return?

Eligible goods have a 30-calendar-day return window from confirmed delivery. Before sending an item, email your order number, the item, your reason, and relevant photographs or video. The registered business address is not automatically a return destination.

Who pays return shipping, and when is a refund processed?

For preference-based returns, customers generally pay return shipping. For product or fulfillment errors, an appropriate solution will not impose additional costs caused by that error. After receipt and inspection, approved refunds to the original payment method are generally processed within 5–10 business days. Provider posting may take longer.

Can I cancel or report a damaged or incorrect item?

Request cancellation promptly before fulfillment. Successful cancellation before fulfillment carries no fee; cancellation later cannot be guaranteed. For damage, defects, wrong or incomplete goods, or a material listing mismatch, email your order number and useful photographs or video so we can review a reasonable solution.