FAQ

1. Orders

How can I place an order?

Select the products you would like to purchase, proceed to checkout, enter your delivery and payment details, and complete your payment. Once your order is successfully placed, you will receive an Order Confirmation Email.

Can I change or cancel my order?

Contact our Customer Support team as soon as possible. Change or cancellation requests must be submitted before 11:00 PM (PDT, GMT-7) on the same day the order is placed. Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

What should I do if I do not receive an order confirmation?

Check your spam or junk folder first. If you still cannot find the email, contact Customer Support with the email address used at checkout and any available order details.

2. Payments

Which payment methods can I use?

Available payment methods are shown at checkout. Depending on your location, options may include major credit and debit cards, PayPal, Apple Pay, Google Pay, or other supported methods.

How do I apply a discount code?

Enter your valid discount code in the designated field at checkout and select “Apply.” Before completing payment, check that the discount has been applied to your order total.

Is checkout secure?

Payments are handled through third-party payment services designed to process transactions securely. Please refer to our Privacy Policy for information about how personal information is handled.

3. Shipping

How long does delivery take?

Orders are typically processed and shipped within 5 business days. Estimated delivery takes 10–20 business days after shipment. Actual delivery times may vary depending on the destination, carrier operations, customs procedures, and other circumstances.

Where can I find my tracking number?

Your tracking number will be included in your Shipping Confirmation Email after your order has been shipped.

What if my delivery is delayed?

Tracking updates and delivery schedules may be affected by transportation delays, severe weather, or customs inspections. If your shipment has not arrived within the estimated delivery period or appears unusually delayed, contact Customer Support for assistance.

4. Returns & Refunds

Can I return a product?

You may request a return within 14 days after receiving your order. Items must be unused, unworn, and in their original condition and packaging, with proof of purchase. Please contact Customer Support for return authorization before sending anything back.

What if my order arrives damaged or incorrect?

Please contact us within 48 hours of delivery with your order number, a description of the issue, and clear photos of the product and packaging. We will review your request and advise you on the next steps.

How long do refunds take?

After your returned item has been received and inspected, we will notify you whether your refund has been approved. Approved refunds are issued to the original payment method within 5–15 business days. Your bank or payment provider may require additional time to post the funds.

For full details, please refer to our Return & Refund Policy.

5. Support

How do I contact Customer Support?

Email our Customer Support team using the address below. Customer service contact information is also included in your Order Confirmation Email.

Customer Support Email:
service@morvanelle.com

For faster assistance with an existing purchase, please include your order number and a brief description of your request.