❓ 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, which saves us storage and shipping costs. This allows us to offer our products at very competitive prices.
Average delivery time: 7 - 15 business days (Mon–Fri, excluding holidays). This usually corresponds to about 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 longer than expected. We ask for 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?
Do you want 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 – found 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 using 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 the return cost?
Unfortunately, the return shipping costs are the responsibility of the customer. The price depends on the chosen shipping provider. Please visit the respective provider's website for exact prices. Please note: Returns are sent to our return center in China. Additional import duties or customs fees may apply. Please always ship with tracking (Track & Trace).
📜 What are the return conditions?
You have the legal right of withdrawal for 14 days from the day you received the goods.
Within this period, you can cancel the contract without giving any reason.
After declaring the withdrawal, you have another 14 days to return the goods.
The goods may only be used to the extent necessary to check their condition, properties, and functionality.
🔙 How does the right of withdrawal work?
You have the legal right to cancel your purchase within 14 days of receipt without giving any reason. After registering your return, you have another 14 days to send back the item. The return shipping costs are borne by the customer. The product must be returned in perfect condition and in the original packaging.
📦 What happens if I refuse to accept the package?
If a package is refused upon delivery without a valid reason,
this does not count as proper exercise of the right of withdrawal.
In this case, the return and processing costs incurred
will be deducted from the refund amount.
If you wish 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 upon receipt. Is the product damaged or defective?
📩 Contact us within 48 hours of receipt by email at info@sovora-shop.com.
Please include clear photos of the product and packaging with your message.
Our team will review the case and quickly offer you a suitable solution, such as a replacement delivery or refund.
📧 I haven’t received an order confirmation – what should I do?
That shouldn’t happen! Sometimes this can occur if you only provided your phone number or paid with Mastercard.
First, check your spam folder. If you don’t find anything there:
👉 Send an email to info@sovora-shop.com. with your full name and email address – we will assist you immediately.
❌ Can I cancel my order?
Yes, cancellation is possible within 24 hours after receiving your order confirmation. After that, your order has already 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 you!
🎨 Can I change the size or color of my order?
Would you like to change the size or color of your order? This is usually possible as long as your order has not yet been processed – usually within 24 hours.
📩 Send an email within 24 hours to info@sovora-shop.com with:
- Your name
- Your order number (e.g., #0000)
- The desired new size or color
We will inform you quickly if 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 allows you to track your order via parcelsapp.com. This way, you can check the location of your package and the estimated delivery time at any time.
💳 What payment methods can I use?
We accept payments via:
- Klarna
- Credit card
All payments are processed through secure and reliable payment systems – 100% safe.