FAQ
Orders & Payments
How do I place an order?
Simply select your product, choose any available options, and complete checkout using our secure payment system.
What payment methods do you accept?
We accept major credit and debit cards as well as other payment methods displayed at checkout.
All payments are processed securely through third-party providers.
Can I cancel my order?
Orders can only be canceled before shipment.
Once an order has been shipped, it cannot be canceled and must follow the return process.
Shipping
How long does order processing take?
Handling Time: All orders are processed within 1–2 business days (Monday to Friday) after payment confirmation.
Order Cut-off Time: 3:00 PM (GMT-05:00) Eastern Standard Time (New York). Orders placed after this time will begin processing the next business day.
Orders are not processed, shipped, or delivered on weekends or public holidays.
Order Cut-off Time: 3:00 PM (GMT-05:00) Eastern Standard Time (New York). Orders placed after this time will begin processing the next business day.
Orders are not processed, shipped, or delivered on weekends or public holidays.
How long does shipping take?
Estimated Transit Times (after dispatch):
United States & Canada: 3–5 business days
Europe & United Kingdom: 5–7 business days
Other international destinations: 5–9 business days
Please note: Delivery times are estimates and may vary due to customs procedures or local carrier delays.
United States & Canada: 3–5 business days
Europe & United Kingdom: 5–7 business days
Other international destinations: 5–9 business days
Please note: Delivery times are estimates and may vary due to customs procedures or local carrier delays.
Do you provide tracking information?
Yes. Once your order ships, a tracking number will be sent to your email.
Do you ship internationally?
Yes, we ship internationally to many destinations. Availability may vary depending on local regulations.
Are customs duties or taxes included?
Customs duties, import taxes, or local fees are not included unless stated otherwise and are the responsibility of the customer.
Returns & Refunds
What is your return policy?
You have 30 days from the date you received your item to request a return. Requests made after this period will unfortunately not be accepted.
Are personalized items returnable?
No. Personalized or custom-made products are non-returnable and non-refundable, unless they arrive defective or incorrect.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is defective or incorrect.
When will I receive my refund?
Approved refunds are issued to the original payment method:
PayPal: up to 1 business day
Credit cards: 3–10 business days
Processing times may vary depending on your bank.
PayPal: up to 1 business day
Credit cards: 3–10 business days
Processing times may vary depending on your bank.
Product Information
Will the product look exactly like the photos?
We strive for accurate representation, but slight variations in color or appearance may occur due to screen settings or craftsmanship.
How do I choose the correct size?
Size details are provided on each product page. Please review this information carefully before placing your order.
Account & Privacy
Do I need an account to place an order?
No. You can check out as a guest.
How is my personal information used?
Your information is used only to process orders, provide customer support, and improve our services.
For details, please review our Privacy Policy.
How can I contact customer support?
You can reach us at:
Email: info@cilveras.com
Website: https://cilveras.com
We aim to respond to all inquiries promptly during business hours.
Email: info@cilveras.com
Website: https://cilveras.com
We aim to respond to all inquiries promptly during business hours.
Need help with your order?
If you have a question that isn’t answered here, our support team is ready to help.
We usually respond within 24 hours on business days.
