Frequently Asked Questions (FAQ)

Welcome to Brelvona's FAQ page.

Here you'll find answers to common questions about our plush toys, orders, payments, shipping, returns, refunds, and customer support.

If you need additional assistance, please contact us at [email protected].

1. Products

Q: What products does Brelvona offer?

Brelvona specializes in plush toys and fabric accessories, including ocean-inspired plush characters, food-themed plush toys, soft decorative pillows, and playful fabric accessories.

Our main collections include:

• Ocean Creature Plush & Fabric Accessories

• Food & Character Plush Toys

Q: How can I choose the right plush toy?

We recommend reviewing the product description, dimensions, materials, available colors, and other specifications before making a purchase.

For products intended for children, please also review any applicable age guidance, safety warnings, and care instructions.

Q: Are all Brelvona plush toys suitable for young children?

Not necessarily. Product suitability may vary depending on the design, materials, components, and intended age range.

Please check the information provided on each product page and any accompanying product labels.

Parents and caregivers should consider the child's age and abilities when selecting toys and provide supervision where appropriate.

Q: How should I care for plush toys?

Care requirements vary by product.

Please follow the care instructions provided on the individual product page or product label.

Avoid cleaning methods that are not recommended for the product's materials or construction.

2. Orders

Q: How do I place an order?

Browse our collections, select your preferred product and available options, and add the item to your shopping cart.

Proceed to checkout, enter your shipping information, choose an available payment method, and review your order before completing payment.

Q: Will I receive an order confirmation?

Yes. After successfully placing an order, you should receive an order confirmation at the email address provided during checkout.

If you cannot locate the confirmation, please check your spam or junk folder before contacting our customer support team.

Q: Can I change or cancel my order?

If you need to modify or cancel an order, please contact [email protected] as soon as possible.

We will review your request based on the current order status.

Changes or cancellations may not be possible after an order has been processed or dispatched.

3. Payments

Q: What payment methods do you accept?

Available payment methods are displayed during checkout.

Please refer to the checkout page for the payment options currently supported by our store.

Q: Is my payment processed securely?

Payments are handled through the payment service providers available at checkout.

We use relevant website and payment services to support transaction processing and appropriate security measures.

For more information about personal information handling, please review our Privacy Policy.

4. Shipping and Delivery

Q: How long does order processing take?

Orders are generally processed within 1–3 business days after payment confirmation.

Processing time is separate from shipping transit time.

Q: How long does shipping take?

Our estimated shipping transit time is 7–15 business days after dispatch.

The estimated total delivery period, including order processing, is generally 8–18 business days.

Actual delivery times may vary depending on the destination, shipping provider, customs procedures, public holidays, and other transportation factors.

Q: How much does shipping cost?

Our standard shipping fee is US$12.99 per order.

Eligible orders totaling US$39.99 or more qualify for free standard shipping.

The applicable shipping charge will be displayed during checkout.

Q: Can I track my order?

Once your order has been dispatched, you will generally receive a shipping confirmation email.

Where tracking is available, the email may include a tracking number or tracking link.

If you need assistance with an order, please contact us and provide your order number.

Q: What should I do if my order is delayed?

If your delivery takes longer than expected, please check the available tracking information.

You may also contact [email protected] with your order number so our customer support team can review the delivery status.

Q: What if I entered the wrong shipping address?

Please contact us as soon as possible if you notice an incorrect shipping address.

We will make reasonable efforts to assist before dispatch.

Once a package has been shipped, address changes may no longer be possible.

5. Returns and Refunds

Q: What is your return policy?

Brelvona accepts eligible return requests within 30 days of delivery.

Products returned because of a change of mind should generally be unused, in their original condition, and accompanied by applicable original packaging and accessories.

For complete eligibility requirements, please review our Return & Refund Policy.

Q: How do I request a return?

Please email [email protected] with:

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• A brief explanation of your request.

• Relevant photographs, if applicable.

Our customer support team will review your request and provide return instructions.

Please contact us before sending any products back.

Q: Who pays for return shipping?

For customer-initiated returns, such as a change of mind or incorrect personal selection, return shipping costs are generally the customer's responsibility.

If a return is required because of a confirmed defect, shipping damage, or an incorrect item, Brelvona will cover reasonable return shipping costs.

Q: What should I do if I receive a damaged or incorrect product?

Please contact [email protected] as soon as reasonably possible.

Include your order number, a description of the issue, and photographs of the affected product and packaging where available.

We will review the issue and provide an appropriate resolution in accordance with our Return & Refund Policy and applicable consumer rights.

Q: When will I receive my refund?

Once your return has been received, inspected, and approved, refunds are generally processed within 5–10 business days after approval.

Refunds are issued to the original payment method.

The time required for the refunded amount to appear may vary depending on your bank or payment provider.

Q: Can I exchange a product?

Please contact our customer support team to discuss your exchange request.

Exchange eligibility depends on the condition of the original product and the availability of the requested replacement.

Where a direct exchange is unavailable, an eligible return and a new order may be recommended.

6. Customer Support

Q: How can I contact Brelvona?

You can contact our customer support team by email at:

[email protected]

For order-related inquiries, please include your order number so we can assist you more efficiently.

Q: When is customer support available?

Our stated customer support hours are:

Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

You may send an email outside these hours. Inquiries are handled during regular business hours.

Business Information

BRAND: Brelvona

LEGAL COMPANY NAME: Liuyang Huilou Trading Co., Ltd.

OWNER / REPRESENTATIVE: Hu Song

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Customer Support Phone: +852 6535 1247

WEBSITE: https://brelvona.com/

BUSINESS ADDRESS: No. 44, Zhangshu Group, Shuangjiang Village, Gaoping Town, Liuyang City, Changsha City, Hunan Province, China