We’re here to help. Whether you have a question about an order, a product, a service or your account, start here.
Get help
- Help Centre — orders, delivery, returns, accounts and payments.
- Complaint Handling & Dispute Resolution — how to raise a complaint and what happens next.
- Compliance — the policies that govern the marketplace.
Orders, delivery and returns
Karuvia is a marketplace: your order is fulfilled by the vendor you bought from. Each vendor publishes its own delivery and returns policy on its storefront and on every product page, and handles returns for its own items.
For a question about your order — a delivery, a damaged item, a correction or a refund — contact the vendor or expert responsible for that item first. Open your orders: each seller has a contact button beside the items they supplied, so on an order from several sellers you can reach the right one without working out who that is. If you can’t reach them, or the matter isn’t resolved, bring it to Karuvia and we will step in — see Complaint Handling & Dispute Resolution. You can use the complaint form at any time for anything about Karuvia or the platform; contacting a vendor first is advice, not a requirement.
Nothing here affects your statutory consumer rights.