Frequently Asked Questions

Orders

How long does it take to process my order?

Orders are typically processed within 1–5 business days after payment has been confirmed.

Once your order enters fulfillment, it cannot be changed or cancelled.

Can I change or cancel my order?

Yes, but only for a short period after placing your order.

Orders remain in "New" status for approximately 2 hours after they are placed. During this time, you may contact us to request a cancellation or update your shipping address.

Once an order enters fulfillment, we can no longer guarantee changes or cancellations.

Shipping

Where do you ship?

We currently ship only within the United States.

How long does shipping take?

After your order has been fulfilled, estimated shipping times are:

  • Standard Shipping: 2–4 business days

  • Express Shipping: 1–3 business days (where available)

Estimated total delivery time is:

  • Standard: Approximately 3–9 business days

  • Express: Approximately 2–8 business days

Delivery times are estimates and are not guaranteed.

How can I track my order?

Once your order ships, you'll receive a shipping confirmation email with tracking information.

Please allow up to 48 hours for tracking information to update.

Why did my order arrive in multiple packages?

Some orders may ship in separate packages because products may be fulfilled from different warehouse locations.

If your order is split, you'll receive tracking information for each shipment.

Returns & Refunds

Do you accept returns?

Because our products are made to order, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect size ordered

  • Incorrect color selected

  • Buyer's remorse

What if my item arrives damaged or incorrect?

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery.

Email pluvella1@gmail.com with:

  • Your order number

  • Photos of the product

  • Photos of the packaging (if applicable)

  • A description of the issue

We'll review your claim and work toward an appropriate resolution.

What if my package is lost?

If your package appears to be lost during transit, please contact us within 30 days of the estimated delivery date.

If your tracking shows the package as delivered but you haven't received it, please first check:

  • Around your property

  • With household members

  • With neighbors

  • Your local USPS carrier

If you're still unable to locate your package, contact us and we'll do our best to assist you.

Products

Are your products made to order?

Yes. Every order is produced specifically for you after your purchase is placed. This helps reduce waste and allows us to maintain high-quality production standards.

Will my product look exactly like the photos?

We make every effort to accurately display our products.

However, slight variations in print placement, color, and appearance may occur due to the manufacturing process and differences in screen settings.

Payments

What payment methods do you accept?

We accept all major payment methods available through Shopify, including:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • Shop Pay

  • PayPal (if available)

  • Apple Pay (if available)

  • Google Pay (if available)

Available payment methods may vary depending on your device and location.

Contact

How can I contact Pluvella?

If you have any questions, we're happy to help.

Email: pluvella1@gmail.com

We aim to respond to all inquiries within 1–2 business days.