FAQ
Frequently Asked Questions (FAQ)
Welcome to our Help Center. Below, you will find answers to the questions we receive most often. If you still need help or cannot find the information you are looking for, please contact our support team at support@ovelnarastoria.com.
💡 Tip: To help us assist you faster, please include your Order Number and the Email Address used at checkout when contacting us.
💳 Ordering & Payments
Q: How do I use a promo code?
Using a discount code is simple. Whether you choose to pay by credit card, debit card, or PayPal, please follow these steps:
-
Choose the item you would like to purchase and click “Add to Cart.”
-
Continue to checkout by selecting “PAY WITH DEBIT/CREDIT CARD” from your cart page. This path applies to all supported payment options.
-
On Mobile Devices: Tap “Show order summary” at the top of the checkout page, then enter your promo code in the discount code field.
-
On Desktop Computers: Enter your promo code directly in the discount field on the right side of the checkout page.
-
Apply the code to update your order total, then complete your payment securely by entering your card details or logging into PayPal.
Q: What payment methods do you accept?
We offer secure and encrypted payment options for your convenience:
-
Credit & Debit Cards: Visa, MasterCard, American Express, Diner’s Club, and most major card providers.
-
Digital Wallets: PayPal, Apple Pay, and Google Pay.
Q: How much does shipping usually cost?
For international orders, our standard shipping rate is generally USD $5.99. Final shipping fees may vary depending on your location, available promotions, or seasonal shipping adjustments.
Your exact shipping cost will always be displayed at checkout before you complete your payment.
📦 Shipping & Delivery
Q: Do you ship internationally?
Yes. Ovelnara Storia ships to many international destinations. To help deliver your order efficiently, our fulfillment system may route your package from the closest available warehouse that has your items in stock.
Q: How long does delivery usually take?
After your order has been processed and shipped, delivery typically takes 10 to 20 business days.
Please note that delivery times are estimates and may vary due to customs processing, carrier delays, holidays, weather, or other factors outside our control.
Q: How can I track my order?
Once your package has been shipped, we will send you a shipping confirmation email with a tracking number.
You can use this tracking number on a global tracking website such as 17track.net to check the latest delivery status.
Q: Why has my tracking information not updated?
Tracking updates may take 24 to 48 hours to appear after your shipment confirmation email is sent.
It is also normal for tracking to pause for several days while a package is moving between transit hubs, passing through customs, or being transferred between carriers.
Q: I only received part of my order. Where are the other items?
If your order includes multiple products, your items may be shipped separately from different warehouses to help reduce delays.
This means you may receive more than one package at different times. A separate tracking number will be emailed to you for each package once it has been shipped.
✏️ Order Changes & Cancellations
Q: Can I change my shipping address, name, or phone number?
Because our fulfillment process begins quickly, address or contact changes are very time-sensitive.
Please email us immediately at support@ovelnarastoria.com with the subject line:
🚨 “Urgent: Address Change”
In your email, please include:
-
Your Order Number
-
Your Order Email
-
The complete updated shipping information
Please note: We will do our best to update your details if your order has not yet been processed. However, once the package has shipped, we cannot make changes, and you may need to contact the shipping carrier directly.
Q: Can I change the color, size, quantity, or item in my order?
Order changes are also time-sensitive. Please contact us as soon as possible at support@ovelnarastoria.com with the subject line:
🚨 “Urgent: Order Change”
Please include your Order Number, Order Email, and a clear explanation of the change you would like to make.
We can only make changes if your order has not yet entered the packing or fulfillment stage. This window is usually very short.
Q: Can I cancel my order?
We may be able to cancel your order if it has not yet been prepared for shipment.
Please note that canceled orders may be subject to a small handling fee. Once an order has been shipped or handed over to the carrier, it can no longer be canceled.
⚠️ Post-Delivery Issues
Q: My package arrived damaged. What should I do?
We are sorry your package arrived damaged. Please email us at support@ovelnarastoria.com so we can review the issue and assist you.
Please include:
-
Your Order Number and order email
-
Clear photos or a short video showing the damaged product
-
A photo of the shipping label on the outside of the package
Q: What should I do if my item is defective or poor quality?
We are sorry that your item did not meet expectations. Please contact us at support@ovelnarastoria.com so we can help resolve the issue.
Please include your Order Number, order email, a brief description of the problem, and clear photos or video showing the defect.
Q: I am missing an item or received the wrong product. What should I do?
We apologize for the mistake. Please email our support team at support@ovelnarastoria.com so we can look into the issue.
Please include your Order Number, order email, and either:
-
A photo of the incorrect item received, or
-
A clear note identifying which item from your order is missing
✉️ Account & Communication
Q: I did not receive my order confirmation email. What should I do?
Please check your Spam or Junk folder first, as automated emails may occasionally be filtered there.
If you still cannot find the confirmation email, contact us at support@ovelnarastoria.com with the email address you used or may have used during checkout. We will help locate your order and resend the confirmation if needed.
Q: Why have I not received a tracking number yet?
Tracking numbers are usually generated and emailed within 1 to 2 business days after your order has been processed.
If this timeframe has passed, please check your spam folder first. If you still cannot find your tracking email, contact our support team for assistance.