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Frequently Asked Questions from Users

1. What are your shipping times?
Orders are processed within 1–2 business days. Delivery usually takes 3–14 business days depending on your location.
2. Do you offer free shipping?
Yes, free shipping is available.
3. How can I track my order?
Once your order has been shipped, you will receive a confirmation email with your tracking number. Tracking becomes active within 24 hours.
4. Why can my order arrive in multiple packages?
Some items may be shipped from different warehouses. Each shipment will have its own tracking number.
5. What should I do if I receive a damaged or defective item?
Contact us immediately at ovelo.assistence@gmail.com and include photos. Although OVELO is not responsible for transit-related damage, we will assist you in resolving the issue.
6. What is your return policy?
We accept returns within 14 days of delivery. Items must be unused, undamaged, and in their original packaging. Return shipping costs are the customer’s responsibility.
7. How do I start a return?
Email us at ovelo.assistence@gmail.com with your order number and the reason for the return.
8. When will I receive my refund?
Refunds are processed within 5–10 business days after the returned item has been received and inspected. Shipping costs are non-refundable.
9. Are your payment methods secure?
Yes. All payments are processed through Shopify Payments using advanced security standards.
10. Where do your products ship from?
Orders may be fulfilled from different international logistics facilities depending on availability.