FAQ

Frequently asked questions

Shipping, orders, returns, product dimensions, placement and care are the subjects customers ask us about most. If you cannot find the answer you need below, contact us at service@zevriloa.com.

Shipping

How much does shipping cost?

Available shipping methods and their charges are calculated according to your delivery address and shown during checkout before payment.

Shipping charges may vary according to the destination, parcel dimensions, product weight and service selected.

How long will delivery take?

The estimated delivery time depends on the destination and shipping service selected at checkout. Delivery estimates begin when the parcel is dispatched, not when the order is placed.

Delivery times are estimates and may be affected by customs processing, local carriers, public holidays, weather or other circumstances outside our control.

Will my order have tracking?

Where tracking is available, tracking information will be sent to the email address used when placing the order after the parcel has been dispatched.

Will products be shipped together?

An order may be divided into more than one parcel because of product size, weight, packaging requirements or fulfilment location. If an order is split, you may receive a separate dispatch notification and tracking number for each parcel.

Orders and delivery

When will my order be shipped?

Orders are prepared after payment and order details have been confirmed. You will receive a dispatch notification when your parcel has been handed to the carrier.

Where do you deliver?

Available delivery destinations are shown during checkout. If your country or region cannot be selected, we are not currently able to deliver there.

Will I need to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes or handling charges imposed by the destination country or region.

Unless checkout expressly states that these charges are included, the recipient is responsible for paying any applicable duties, taxes or fees. We cannot confirm the amount in advance because customs rules vary by destination.

Can I change or cancel my order?

We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has entered processing or been dispatched.

Why has my tracking information not updated?

Tracking may pause while a parcel is travelling between facilities, passing through customs or being transferred to a local delivery partner.

If there has been no update for an extended period, contact us with your order number and tracking number so we can review the available shipment information.

What should I do if my parcel is marked as delivered but I cannot find it?

Check the delivery location, building reception or mailroom, ask members of your household or building staff, and contact the carrier using your tracking number.

If the parcel still cannot be located, contact us with your order number and tracking details.

Returns and refunds

Can I return a product?

Return eligibility, applicable time limits and exclusions are set out in our Return & Refund Policy.

Please keep the product unused and retain all original packaging, protective materials, labels, inserts and supplied components if you may wish to return it. Do not assemble, fill, light, power, wash or use the product beyond what is reasonably necessary to inspect it.

How do I request a return?

Email service@zevriloa.com with your order number, the product you wish to return and the reason for the return.

Wait for our confirmation and return instructions before sending the product. Do not return a parcel to our registered business address unless we have specifically instructed you to do so.

Who pays for return shipping?

Responsibility for return shipping depends on the reason for the return and the conditions in our Return & Refund Policy. Unless we confirm otherwise, do not send a parcel using a collect-on-delivery service.

When will I receive my refund?

Approved refunds are issued to the original payment method after the returned product has been received and inspected. Your bank or payment provider may require additional time to display the refund in your account.

Can I exchange a product?

Contact us before returning the original product so we can explain the available options. Product availability may change, and we cannot reserve another product or finish unless we confirm this in writing.

Damaged, faulty or incorrect products

What should I do if something arrives damaged?

Contact service@zevriloa.com as soon as possible after delivery. Include your order number, the full product name, clear photographs of the product and the damaged area, and photographs of the outer packaging and shipping label.

Keep the product, all components and the original packaging until we have reviewed the issue and provided instructions. Do not attempt to assemble, repair, light, power or use a damaged product.

What should I do if I received the wrong product or a component is missing?

Email us with your order number and photographs showing the product and everything included in the parcel. If possible, include the packaging label and the name of the missing or incorrect component.

We will review the information and advise you of the next step.

Dimensions and placement

How do I know whether a product will fit my space?

Review the measurements on the relevant product page and compare them with the intended shelf, table, console, mantel, counter or floor area.

Measure the available width, depth and height. Allow clearance for irregular shapes, projecting elements, opening lids, movable parts, electrical cables and any flowers, candles, fruit, photographs or other objects you plan to use with the product.

Are product measurements exact?

Published dimensions describe the product specification and may be approximate. Small variations may occur because of materials, construction and production tolerances.

For irregular or sculptural products, measurements may refer to the widest, deepest or tallest point. Review all information shown on the individual product page.

You may contact us at service@zevriloa.com with the product name, the dimensions of the intended area and a description or photograph of the space.

We can provide the product information available to us, but placement recommendations are guidance only. The final decision remains the customer’s responsibility.

Can I place these products on delicate furniture?

Material compatibility varies. Use a clean, soft protective barrier beneath products placed on lacquer, polished stone, glass, untreated wood or other easily scratched or stained surfaces.

Lift products when moving them rather than dragging them. Wipe away moisture, fragrance oil, wax, food and drink promptly.

Products, materials and finishes

What types of products does ZEVRILOA offer?

Our collection includes sculptural vases and vessel sets, trays, candleholders, bookends, photo holders, kinetic and modular sculptures, ambient lighting, aroma accessories, fruit stands, fruit baskets, condiment boxes, carafes and tabletop weights.

What materials are used?

Materials vary between products and may include glass, ceramic, metal, brass-toned finishes, wood, cork, stone-inspired composites and terrazzo-inspired surfaces.

Review the description and material information on the individual product page before ordering.

Will the colour look exactly the same as it does on screen?

We aim to present product colours accurately. However, colour may vary because of photography, lighting and individual screen settings.

Reflective metal, translucent glass, illuminated elements and textured surfaces may look different according to the viewing angle and surrounding light.

Are surface patterns and finishes identical on every product?

Small variations in colour, grain, veining, speckling, texture, edge finish and decorative placement may occur, especially on wood-toned, stone-inspired and terrazzo-inspired surfaces.

These variations are part of the visual character of the material or finish and do not necessarily indicate a fault.

Are the accessories shown in photographs included?

Room-setting photographs may include flowers, candles, fruit, books, photographs, tableware or other props for styling purposes.

Only the product, components and quantity identified in the product description and order confirmation are included.

Product use and safety

Are the decorative products suitable for children?

ZEVRILOA products are home décor and household objects, not children’s toys. Keep products with glass, candles, electrical parts, small components, movable elements or substantial weight away from young children.

How should I use a candleholder safely?

Use only the recommended candle type and size. Place the candleholder on a stable, heat-resistant surface away from curtains, paper, plants, shelves and other combustible materials.

Never leave a burning candle unattended. Keep it away from children, pets and draughts, and do not move it while the candle, wax or holder remains hot.

How should I use the ambient light safely?

Use only the power source, voltage and components specified for the product. Keep the light dry, leave ventilation openings clear and disconnect it before cleaning.

Stop using the product if the cable, plug, power component, diffuser or housing becomes damaged or unusually hot.

Can all vases hold water?

No. Use a vase with water or fresh flowers only where the product page expressly confirms that it is watertight and suitable for that purpose.

If watertight use is not stated, display the vase empty or use dried or artificial botanicals. Protect furniture from condensation and moisture.

Use condiment boxes, carafes, fruit stands and fruit baskets only for the purposes described on their product pages.

Before placing food or drink in direct contact with a product, confirm that the relevant component is described as suitable for food contact. Do not assume that every decorative surface is food safe.

Product care

How should I clean my product?

Always follow the instructions supplied with the individual product. As general guidance, remove dust with a clean, dry microfibre cloth or soft brush.

Where damp cleaning is permitted, use a soft cloth lightly dampened with clean water and dry the surface immediately. Avoid bleach, solvents, abrasive powders, scouring pads and strongly acidic or alkaline cleaners.

Can products be placed in a dishwasher?

Do not place a product or component in a dishwasher unless the individual product instructions expressly state that it is dishwasher safe.

Mixed-material products, wood, decorative metal finishes, stone-inspired surfaces and electrical components generally require careful hand cleaning.

How should I care for metal finishes?

Dust with a soft, dry cloth. Avoid abrasive cleaners and repeated rubbing, which may alter brushed, polished or plated finishes. Remove moisture, salt, acidic substances and fragrance oils promptly.

How should I care for glass?

Handle glass components with dry hands and place them gently on a protected surface. Avoid sudden temperature changes. Stop using glassware that is chipped, cracked or deeply scratched.

How should I store a product?

Store the product clean and dry, protected from impact, direct sunlight, excessive heat and humidity. Do not stack heavy objects on top of sculptural, movable, glass or electrical components.

Still need help?

Contact us at service@zevriloa.com and include as much relevant information as possible, such as your order number, the full product name, photographs and the measurements of the intended space.

Additional information is available in our Return & Refund Policy, Shipping Policy and Terms of Service.

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