The questions we are asked most. If yours is not here, the Help Centre lists every way to reach us.
Orders and delivery
When will my order arrive?
Delivery times are set by each vendor and shown on the product page before you buy. You will receive a confirmation when your order is placed and tracking details when it ships.
Why has my order arrived in more than one parcel?
Karuvia is a marketplace. If your order includes items from more than one vendor, each vendor ships their own part, so parcels can arrive separately.
Returns and refunds
How do I return something?
Start a return from Orders in your account. Return addresses and instructions come from the vendor who sold the item.
When will I be refunded?
Once the vendor has received and checked the return, the refund goes back to your original payment method.
Services and bookings
How does booking a service work?
A service is bought like a product. Once the order is placed, the specialist contacts you through the order to arrange the session.
Can I reschedule or cancel?
Yes. Each specialist sets their own notice period and cancellation terms, shown on the service before you book.
Payments
Which payment methods can I use?
Payments are handled securely by Stripe. Karuvia never stores your full card details.
Are prices inclusive of VAT?
Prices are shown inclusive of VAT for consumers. Business customers can enter a valid EU VAT number at checkout.
Something has gone wrong
My order or service was not what I expected.
Contact the vendor or expert responsible for that item or service first — they hold the order and most things are settled quickly that way. Open your orders and use the contact button beside the items they supplied. If that does not resolve it, bring it to Karuvia and we will look into it. You can also use the complaint form at any time; contacting a vendor first is never required.
This page is a starting set of answers and is intended to be reviewed and expanded.