Last updated: November 7, 2026
Something not quite right? You have 30 days after delivery to request a return. Email us before sending anything back so we can help you with the right next step.
Start with an email
Send your order number and a short explanation to [email protected]. For a damaged, faulty, or incorrect item, include photos of the item and packaging if available. We review return and refund requests within 2 days after receiving the information needed.
Where to send your return
Our customer service team will email you the current overseas return address and instructions for your order. The return location may differ by item. Please use the address in that email rather than our registered business address or the address on the shipping label. Contacting us first helps prevent a return from being sent to the wrong location.
Item condition
For a change-of-mind return, please keep the item unused, with its original packaging, accessories, and parts. Pack fragile home decor carefully and keep your return tracking receipt. These condition requirements do not prevent you from reporting a product that arrived damaged or has a quality issue.
Who pays return shipping?
You cover return shipping for a change of mind or an item you no longer want. If the product has a quality issue, we cover the return shipping cost. If we sent the wrong item or it arrived damaged, contact us so we can arrange a suitable resolution and cover the related return shipping. Please agree the shipping arrangements with us before paying a carrier.
Refund timing
Once your return arrives, we inspect it and complete the refund review within 2 days. We email you the outcome. Approved refunds are processed to the original payment method within 5 days after approval. Your bank or payment provider may need additional time to display the credit. We do not charge a restocking fee.
Exchanges and cancellations
Want a different item, or need to cancel? Email us as soon as possible. We will check whether the order can still be changed before shipment. Once it has shipped, the return process applies. Exchange options depend on available stock.
Talk to us
Email [email protected]. Customer service hours: 9:00 AM–5:00 PM, Los Angeles time (Pacific Time, with daylight saving time observed).
KIVVELYN is operated by Chengdu Jinhongte Trading Co., Ltd. Legal representative: Zhuo Li.
Registered and operating address: Room 1802, 8th Floor, Unit 1, Building 7, No. 6 Jinfeng Road, Jinniu District, Chengdu, Sichuan 610081, China.
This is our business address. For a return, email us first so our team can provide the current overseas return address for your order.