FAQ

Find quick answers to the most common questions about shopping at Goveyra.

1. Ordering & Payment

Q1: What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) securely processed via Stripe and PayPal.

Q2: Is my payment information secure?
Absolutely. We do not store your full credit card details on our servers. All payment transactions are encrypted and processed by our PCI-DSS compliant payment gateways (Stripe/PayPal).

Q3: Can I modify or cancel my order after placing it?
We strive to process orders quickly. If you need to change or cancel your order, please contact us immediately at support@goveyra.com with your order number. We will try our best to accommodate your request if the order has not yet entered the packaging stage.

2. Shipping & Delivery

Q4: Where do you ship from, and how long will delivery take?
We ship all orders from our studio in Guangzhou, China. Delivery times vary by destination:

• China Mainland: 3-7 business days.
• USA/Canada/EU/UK: 10-20 business days (Standard Shipping).
• Other Countries: 15-30 business days (Standard Shipping).
  Please see our detailed [Shipping Policy] for more information.

Q5: Do you offer free shipping?
We occasionally run free shipping promotions. Any active offer will be clearly displayed on our website. Otherwise, shipping costs are calculated at checkout based on your location and the selected service.

Q6: Will I have to pay import duties or taxes?
For international orders (outside China): Yes, your local customs may charge import duties, taxes, or fees. These charges are the responsibility of the recipient and are not included in our product or shipping prices. We cannot predict or control these costs.

Q7: How can I track my order?
Once your order ships, you will receive an email with a tracking number and a link. You can also track your order by logging into your account on our website.

3. Products & Care

Q8: Are your products truly handmade?
Yes! Every Goveyra basket, bag, and hat is meticulously handwoven by skilled artisans using natural rattan and sustainable materials. Slight variations in weave and color are part of their unique charm.

Q9: How should I care for my handwoven item?

• Cleaning: Gently dust with a soft, dry cloth. For deeper cleaning, use a slightly damp cloth and mild soap, then air dry completely away from direct heat or sunlight.
• Storage: Keep in a cool, dry place to prevent mold or brittleness.

4. Returns, Refunds & Exchanges

Q10: What is your return policy?
We offer a 14-day return policy for unused items in their original condition and packaging. Return shipping is the customer’s responsibility. For defective or incorrect items, please contact us within 7 days. Please review our full [Refund & Returns Policy] for details.

Q11: How long does a refund take?
After we receive and inspect your return, please allow 5-10 business days for us to process the refund. It may then take an additional 5-10 business days for it to appear on your original payment method.

5. Account & Data

Q12: How do I reset my password?
Click “Log in” on our website, then select “Forgot your password?”. Follow the instructions sent to your registered email address.

Q13: How is my personal data protected?
We take your privacy seriously. All personal data is handled in strict accordance with our [Privacy Policy]. We never sell your data to third parties.

6. Contact & Support

Q14: What’s the best way to contact customer service?
The fastest way is via email at support@goveyra.com. Please include your order number for order-related inquiries. We aim to respond within 24 hours on business days (Monday-Friday, GMT+8).

Q15: Do you offer wholesale or custom orders for businesses?
Yes! We love collaborating with retailers and brands. Please visit our dedicated business website at [wholesale.goveyra.com] for wholesale inquiries, or contact us at sales@goveyra.com for custom project discussions.