FAQs
Orders
How do I know if my order was placed successfully?
After completing your purchase, you should receive an order confirmation email at the email address provided during checkout.
If you do not receive an order confirmation, please check your spam or junk folder first.
If you still cannot find it, contact us at:
Please include the name and email address used for the order.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible after placing it.
We begin processing orders quickly, so we cannot guarantee that changes or cancellations will be possible once fulfillment has started.
Contact:
If your order has already entered processing or has shipped, you may need to wait until it arrives and then follow our applicable return procedure.
For full details, please review our Return & Refund Policy.
Can I change my shipping address after placing an order?
If you notice an error in your shipping address, contact us immediately at:
We will make reasonable efforts to update the address before fulfillment begins.
However, once an order has been processed or shipped, we may not be able to change the delivery address.
Customers are responsible for providing complete and accurate shipping information at checkout.
Why was my order cancelled?
An order may occasionally be cancelled because of reasons such as:
- Product unavailability;
- Payment authorization failure;
- Suspected fraudulent activity;
- Technical errors;
- Shipping restrictions;
- Incorrect pricing or product information;
- Other operational issues.
If we cancel an order after payment has been collected, the applicable amount will generally be refunded to the original payment method.
Shipping & Delivery
Where do you ship?
SovaraCraft currently serves customers in:
- United Kingdom
- United States
- European Union
Available destinations may vary depending on the product.
How long does delivery take?
Estimated delivery times may vary depending on the product, destination, warehouse location, and carrier.
Typical delivery estimates are:
United States: approximately 3–10 business days
United Kingdom: approximately 3–10 business days
European Union: approximately 4–12 business days
These are estimated delivery windows and are not guaranteed delivery dates.
For full details, please review our Shipping & Delivery Policy.
How long does order processing take?
Orders are typically processed within approximately 1–3 business days.
Processing times may be longer during:
- Public holidays;
- Major promotional periods;
- Peak shopping seasons;
- High order volumes;
- Unexpected operational disruptions.
Will I receive tracking information?
When tracking information is available, it will generally be sent to the email address used for your order.
Please allow approximately 24–72 hours after receiving a tracking number for carrier tracking information to update.
Why is my tracking number not updating?
Tracking information may take time to appear after a shipping label is created.
Updates may also be delayed because of:
- Carrier scanning delays;
- Customs processing;
- Weekends or public holidays;
- International transit;
- Operational delays.
If your tracking has not shown meaningful movement for an extended period, contact us at:
Why did I receive only part of my order?
Products in the same order may sometimes be shipped separately.
This can happen when products are stored or fulfilled from different locations.
As a result, your order may arrive:
- In multiple packages;
- Through different carriers;
- On different delivery dates.
Receiving one package does not necessarily mean that the rest of your order is missing.
My order says “Delivered,” but I cannot find it. What should I do?
If tracking shows that your package was delivered, please first check:
- Around your delivery location;
- Your mailbox or parcel locker;
- With household members;
- With neighbors where appropriate;
- With your building reception or concierge;
- With the delivery carrier.
If you still cannot locate the package, contact us as soon as possible:
We will review the available tracking information and help with the appropriate investigation.
What if my package is delayed?
International orders may occasionally experience delays because of:
- Customs processing;
- Weather;
- Carrier disruptions;
- Public holidays;
- Peak shopping periods;
- Transportation disruptions.
A delay does not automatically mean that the package is lost.
If your order has significantly exceeded the estimated delivery window, contact us at:
What happens if my package is lost?
If a package appears to be lost in transit, we will investigate the shipment with the relevant carrier or fulfillment provider.
If the package is confirmed as lost and the claim meets the applicable requirements, an appropriate solution may include:
- Reshipment;
- Replacement;
- Refund.
Returns & Refunds
What is your return period?
For eligible products, you may request a return within 15 days of receiving your order.
Return eligibility may vary depending on the product and applicable conditions.
Please contact us before sending anything back.
Email: sovaracraft@gmail.com
How do I request a return?
To request a return, contact:
Please include:
- Your order number;
- Your name;
- Product name;
- Reason for return;
- Photos or videos where relevant.
If the return is approved, we will provide the appropriate instructions.
Do not send the product back before receiving return authorization from us.
Can I return a product because I changed my mind?
Eligible products may be accepted for change-of-mind returns within the applicable 15-day return request period.
However, not every product qualifies.
Certain products may have restrictions because of:
- Hygiene;
- Personalization;
- Product condition;
- Product type;
- Other legally permitted restrictions.
Where an approved return is based on personal preference or ordering the wrong size, color, or model, return shipping costs may be the customer's responsibility where permitted by law.
What should I do if my item arrives damaged or defective?
Please contact us within 7 days of delivery if your item arrives:
- Damaged;
- Defective;
- Broken;
- Incorrect;
- Incomplete;
- With missing parts.
Please send:
- Your order number;
- A description of the issue;
- Clear photographs;
- Photos of packaging where relevant;
- Video evidence where reasonably necessary.
Contact:
Please keep the product and packaging until your claim has been reviewed.
What if I received the wrong product?
Contact us within 7 days of delivery at:
Please include clear photographs of the item received and your order number.
After reviewing the issue, we may offer an appropriate solution such as a replacement, reshipment, or refund.
Where should I send my return?
Do not automatically send the product to the address printed on the original package.
SovaraCraft uses multiple fulfillment locations, so return addresses may vary depending on the product.
Always contact us first.
We will provide the correct return address if your return is approved.
Do I have to pay return shipping?
It depends on the reason for the return.
For approved change-of-mind returns, return shipping may be the customer's responsibility where permitted by law.
For confirmed damaged, defective, or incorrectly supplied products, we will provide the appropriate return instructions and resolution.
When will I receive my refund?
Once your eligible return has been received and approved, or your claim has otherwise been approved for a refund, the refund will generally be issued to your original payment method.
Please allow approximately 5–10 business days after the refund is processed for it to appear in your account.
Actual timing depends on your bank, card issuer, or payment provider.
Can I exchange a product?
Direct exchanges may not always be available.
If you need a different:
- Size;
- Color;
- Model;
- Variation;
contact us at:
In some cases, you may need to return the original item and place a new order.
Products
Are your product photos accurate?
We make reasonable efforts to present products accurately.
However, slight differences may occur because of:
- Screen settings;
- Lighting;
- Photography;
- Product updates;
- Manufacturing variations;
- Natural variations in certain materials.
These reasonable differences do not affect any mandatory consumer rights relating to products that are materially different from their description.
Why does a product look slightly different from the picture?
Some products may have minor differences in:
- Color;
- Packaging;
- Texture;
- Dimensions;
- Finish.
This can happen because of manufacturing changes, lighting, device displays, or natural material variations.
If you believe the product is significantly different from what was ordered, contact us.
What if I ordered the wrong size?
Please contact us as soon as possible.
If your order has not entered fulfillment, we may be able to help.
If the product has already shipped, an eligible return may need to be requested after delivery.
We strongly recommend reviewing the size guide on the product page before ordering.
Do you restock sold-out products?
Some products may be restocked, while others may be discontinued.
Availability depends on inventory and product sourcing.
If an item becomes available again, it may reappear on our website.
Payments
What payment methods do you accept?
Depending on your location and checkout availability, we may accept payment through services such as:
- Shopify Payments;
- PayPal;
- Stripe-supported payment methods;
- Shop Pay;
- Major supported credit and debit cards.
Available payment methods are displayed during checkout.
Is my payment secure?
Our store is powered by Shopify and uses established payment providers to process transactions.
Payment information may be processed securely by providers such as Shopify Payments, PayPal, Stripe, Shop Pay, banks, card networks, and related payment services.
SovaraCraft generally does not directly store complete payment card numbers where payment information is processed by these providers.
Why was my payment declined?
Payments may be declined for several reasons, including:
- Incorrect payment details;
- Insufficient funds;
- Bank security rules;
- Fraud-prevention checks;
- Card restrictions;
- Billing address mismatch;
- Payment provider restrictions.
If your payment is declined, please verify your information or contact your bank or payment provider.
What currency will I be charged in?
The currency displayed during checkout will generally be the currency used for your transaction.
Your bank or card provider may apply currency conversion rates or fees if your account is denominated in another currency.
Customs, Duties & Taxes
Will I have to pay customs fees?
International orders may be subject to:
- Import duties;
- VAT;
- Customs fees;
- Carrier handling charges;
- Other government charges.
Whether charges apply depends on the destination, product, order value, and local regulations.
Where taxes or duties are collected at checkout, this will generally be shown before payment.
Where they are not collected at checkout, local authorities or carriers may charge them separately.
For additional information, please review our Shipping & Delivery Policy.
Are taxes included in the price?
Tax treatment may vary depending on:
- Country;
- Customer location;
- Product;
- Order value;
- Applicable tax rules.
Any taxes collected by SovaraCraft will generally be displayed during checkout where applicable.
Account & Privacy
Do I need an account to shop at SovaraCraft?
No.
SovaraCraft does not currently require customers to create a traditional customer account to place an order.
You can complete your purchase using the information requested during checkout.
How do you use my personal information?
We use personal information for purposes such as:
- Processing orders;
- Payments;
- Shipping;
- Customer support;
- Fraud prevention;
- Legal compliance;
- Analytics;
- Marketing where permitted.
For detailed information, please review our Privacy Policy.
Do you sell my personal information?
We do not sell personal information for money in the ordinary meaning of the word “sell.”
However, certain privacy laws use broader definitions of terms such as “sale,” “sharing,” or “targeted advertising.”
Our use of advertising technologies is explained in our Privacy Policy and cookie preferences.
Do you use cookies?
Yes.
Our website uses cookies and similar technologies for purposes including:
- Essential website functionality;
- Checkout;
- Security;
- Analytics;
- Advertising where permitted.
Visitors in applicable regions may be able to manage non-essential cookies through the privacy or cookie controls available on our website.
How do I unsubscribe from marketing emails?
You can unsubscribe from promotional emails by clicking the unsubscribe link included in the email.
You may also contact:
You may still receive essential transactional emails relating to orders, shipping, refunds, or customer support.
Customer Support
How can I contact SovaraCraft?
You can contact our customer support team at:
For order-related questions, please include your order number whenever possible.
How quickly will you reply?
We aim to respond to customer enquiries within approximately 1–2 business days.
Response times may be longer during:
- Public holidays;
- Peak shopping periods;
- Major sales events;
- High support volumes.
What information should I include when contacting support?
For faster assistance, please include:
- Your name;
- Order number;
- Email address used for the order;
- A clear description of your question or issue;
- Photos or videos if the issue relates to a product.
Still Need Help?
If you could not find the answer you were looking for, our customer support team is happy to help.
Email: sovaracraft@gmail.com
When contacting us about an existing order, please include your order number.