Frequently Asked Questions (FAQ)

 

This section answers common questions you may have when shopping online with Kelonivto (hereinafter referred to as “we”), helping you better understand ordering, delivery, and after-sales services.

1. Where do you deliver?

We currently deliver within the United Kingdom only.
Please ensure that your delivery address is located in the UK when placing an order.

2. How long does order processing take?

Once payment is completed, orders enter the processing stage and are usually prepared within 1–3 business days before dispatch.

3. How long does delivery take?

After an order is shipped, the estimated delivery time is 5–10 business days.
Actual delivery times may vary depending on the destination and logistics arrangements.

4. How are shipping fees calculated?

Orders with a total value of £89.99 or more (including £89.99) qualify for free delivery.
Orders below this amount are charged a £8.99 shipping fee, which is shown at checkout.

5. Can I cancel my order after placing it?

Orders may be cancelled within 48 hours after placement, provided they have not entered the shipping process.
Orders placed beyond this time or already shipped cannot be cancelled directly.
You may contact us after delivery to request a return if needed.

6. How do I request a return or exchange?

Return or exchange requests may be submitted within the applicable period after receiving your item.
Requests are accepted if the item has visible issues, does not match the product description, or shows other abnormalities.
Please refer to the Return and Exchange Policy for full details.

7. How long does it take to receive a refund?

Approved refunds are returned to the original payment method used at checkout.
Depending on the card issuer, refunds are typically completed within 1–3 business days.
If there is a delay, please contact us for assistance.

8. What payment methods do you accept?

We accept commonly used card payment methods displayed on the checkout page.
Available options may vary depending on your order.

9. How can I track my order?

Once your order is shipped, you will receive a confirmation message with tracking details.
You may also check your order status using the order tracking function on our website.

10. What should I do if my item arrives with an issue?

If you notice any issues upon delivery or during use, please contact us as soon as possible and provide relevant details or photos so we can assist you.

11. How can I contact customer support?

If you have any questions or need assistance, please contact us using the details provided on our website. We will respond as soon as possible.

Address: 3409 E T ST, TACOMA, WA 98404-4825, United States
Telephone: +1 (253) 988-4185
Email address: assist@kelonivto.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Europe/London, GMT/BST)