❓ Frequently Asked Questions (FAQ)
📦 How long does it take for my order to arrive?
When you order from Sovora, the delivery time may differ slightly from what you are used to. Our products are shipped directly from our suppliers, allowing us to save on storage and shipping costs. This enables us to offer our products at very competitive prices.
Average delivery time: 7–15 business days (Mon–Fri, excluding public holidays). This generally corresponds to approximately 9–21 calendar days.
⏳ What should I do if my order has not arrived?
Due to high demand or logistical delays, delivery may sometimes take a little longer than expected. We appreciate your understanding. If you have not received your order after the expected delivery time:
📩 Please send an email to info@sovora-shop.com – we will immediately check the status of your package.
🔄 How can I return or exchange an item?
Would you like to return or exchange a product? Please always contact our customer service first via info@sovora-shop.com . Please include the following:
- Your name
- Your order number (e.g., #0000 – shown in your order confirmation)
- The reason for the return or exchange
We will send you the correct return address and confirm the return.
⚠️ Note: The address on the package is not our return address.
After confirmation, you can return the item with a shipping provider of your choice. Please note: Not all products can be returned. Always read our full return policy on the website.
💸 How much does return shipping cost?
Unfortunately, return shipping costs are borne by the customer. The price depends on the shipping provider you choose. Visit the respective provider’s website for exact prices. Please note: Returns must be sent to our return center in China. In addition, import duties or customs fees may apply. Please always ship with tracking (Track & Trace).
📜 What are the return conditions?
You have the right to return your order within 14 days from the day you received the goods.
Within this period, you may cancel the contract without giving any reason.
After declaring your withdrawal, you have an additional 14 days to return the goods.
The goods may only have been used to the extent necessary to inspect their condition, characteristics, and functionality.
The refund will be issued within 14 days of receipt of your return or upon presentation of valid proof of shipment.
🔙 How does the right of withdrawal work?
You have the right to cancel your purchase within 14 days of receipt without giving any reason. After registering your return, you have an additional 14 days to send the item back. The customer bears the return shipping costs. The product must be returned in perfect condition and in its original packaging.
📦 What happens if I refuse to accept the package?
If a package is refused upon delivery without valid reason,
this does not constitute a proper exercise of the right of withdrawal.
In this case, any return shipping and processing costs incurred
will be deducted from the refund amount.
Would you like to exercise your right of withdrawal,
Please accept the package first and then contact us
at info@sovora.de so that we can assist you properly.
📍 What should I do if my product arrives damaged or defective?
Please check your order immediately after receiving it. Is the product damaged or defective?
📩 Contact us within 48 hours of receipt by email at info@sovora-shop.com.
Attach clear photos of the product and packaging to your message.
Our team will investigate the case and quickly offer you a suitable solution, such as a replacement shipment or refund.
📧 I did not receive an order confirmation – what should I do?
That should not happen! Sometimes this can occur if you provided only your phone number or paid with Mastercard.
First, check your spam folder. If you cannot find anything there:
👉 Send an email to info@sovora-shop.com. with your full name and email address – we will help you immediately.
❌ Can I cancel my order?
Yes, cancellation is possible within 24 hours of receiving your order confirmation. After that, your order will already have been processed and can no longer be canceled.
📩 Send an email as soon as possible to info@sovora-shop.com with:
- Your name
- Your order number (e.g., #0000)
- The reason for the cancellation or change
We are happy to help!
🎨 Can I change the size or color of my order?
Would you like to change the size or color of your order? This is generally possible as long as your order has not yet been processed – usually within 24 hours.
📩 Send an email to within 24 hours info@sovora-shop.com with:
- Your name
- Your order number (e.g., #0000)
- The desired new size or color
We will quickly let you know whether the change is still possible.
📦 Can I track my order?
Yes! Once your order has been shipped, you will receive a shipping confirmation by email. This email contains a tracking link that you can use to track your order via parcelsapp.com. This allows you to check your package’s location and estimated delivery time at any time.
💳 Which payment methods can I use?
We accept payments via:
- Klarna
- Credit card
- PayPal
- Apple Pay
All payments are processed through secure and reliable payment systems – 100% secure.