Answers to the questions we’re asked most. If yours isn’t here, please get in touch.
Orders & delivery
Who fulfils my order?
Karuvia is a marketplace. Each order is fulfilled by the vendor you bought from. If your basket contains items from more than one vendor, they may arrive separately.
How much is delivery?
Delivery is set by each vendor and shown at checkout before you pay. EU delivery is free on orders over €75 where the vendor participates.
Which countries do you ship to?
Vendors publish the countries they ship to on their storefront. Some products — and most services — can only be supplied in particular countries for regulatory reasons. Karuvia sells only into the markets it has enabled, and checkout will not accept a delivery address outside them. Where an individual product carries a further restriction, it is shown on the listing and enforced at checkout.
Returns & refunds
What is the returns policy?
There is no single marketplace-wide returns window. Each vendor publishes its own returns policy on its storefront and on every product page, and handles returns for its own items. Your statutory right of withdrawal under EU consumer law is unaffected.
How do I return something?
Contact the vendor using the customer-service details on the product page or in your order confirmation. If you can’t reach them, or the matter isn’t resolved, see Complaint Handling & Dispute Resolution.
Do I need to contact the Vendor or Expert before Karuvia?
For an ordinary product, delivery, return, voucher-redemption or service-quality issue, contact the relevant Vendor or Expert first where reasonable. If the issue remains unresolved, escalate it to Karuvia. Contact Karuvia directly for platform, payment, privacy, accessibility, safety, fraud, illegal-content or urgent concerns, or for a complaint about Karuvia itself.
Account & payment
Do I need an account to order?
You can check out as a guest. An account lets you track orders, save favourites and reorder more quickly.
Which payment methods do you accept?
Cards, Apple Pay and Google Pay, processed by Stripe. Karuvia never stores your card details.
Selling on Karuvia
How do I become a vendor?
Apply through Brands & Experts. Applications are assessed against the criteria in How We Select. EU businesses need a valid VAT number, which we validate before your first listing goes live.
Didn’t find your answer?
If your question is about a specific order or a problem with a vendor, Complaint Handling & Dispute Resolution is the fastest route. For anything else — a suggestion, something that worked well, something that fell short — tell us through Community Feedback. It is read by the people who decide what appears on Karuvia.
Is a product unsafe? If a product may have harmed an animal or a person, or a listing is missing the warnings, manufacturer details or traceability information it must carry, use Report a Safety Concern rather than the complaint form. Safety reports are handled without undue delay.