Frequently Asked Questions (FAQ)

How do I place an order?

Simply browse our collection, select your desired item, and add it to your cart. When ready, proceed to checkout and enter your shipping and payment details.

Once your order is successfully placed, you will receive a confirmation email. If you do not receive confirmation, please check your spam folder or contact us.

Can I change or cancel my order?

Orders may be modified or cancelled within 24 hours of being placed. Once an order has entered processing or shipping, changes or cancellation are no longer possible.

To request a cancellation, email us with the subject line: “Order Cancellation – [Your Order Number]”. To request an address update, contact us within 24 hours.

Where do you ship?

We ship exclusively to the United Kingdom. All orders are dispatched from our international fulfillment center and transferred to trusted local carriers for final delivery.

What is your order cut-off time?

Orders are typically processed within 1–2 business days. Orders placed on weekends or public holidays will be processed on the next business day.

How long does delivery take?

🇬🇧 United Kingdom
• Shipped via tracked international carriers, with final delivery handled by Royal Mail or Evri
• Estimated delivery: 10–12 days from the date of purchase (including processing time).

How can I track my order?

Once your order is dispatched, you will receive a shipping confirmation email with tracking details.

You may also track your order at any time via our order tracking page.

During the final stage of delivery, the local carrier will contact you directly with delivery updates or scheduling information.

What happens if delivery fails?

Most carriers attempt delivery up to two times. Please ensure:
• Your shipping address is accurate
• Someone is available to receive the parcel If a package is returned due to unsuccessful delivery attempts, re-shipping fees may apply.

See our Shipping Policy for complete delivery information.

What is your return policy?

We offer a 30-day return policy from the date of delivery. To be eligible for a return, items must be unused, in original packaging and include all original components and tags.

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

For complete details, see our Returns & Refund Policy.

How do I initiate a return?

To initiate a return, please contact: support@civaro.co.uk

Include your order number, the reason for return and Photos if applicable. We will provide return authorization and instructions.

How long does it take to receive a refund?

Once we receive and inspect your returned item, refunds are processed within 5-10 business days to your original payment method. Processing times may vary depending on your payment provider.

What if I receive a faulty or incorrect item?

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery. Claims submitted after 30 days from the delivery date will not be eligible for a replacement or refund.

Provide:
• Your order number
• Clear photos showing the issue

After review, we will arrange either:

• A complimentary replacement
• Or a full refund, including shipping if applicable

What payment methods do you accept?

We accept: Credit/Debit Cards (Visa, MasterCard, American Express, etc.) Google Pay.

All transactions are securely processed to ensure your safety and privacy.

Is my payment information secure?

Yes. All transactions are encrypted and processed in accordance with PCI DSS security standards. Your payment details are never stored on our servers.