Help Center

Many countries do not charge import duties on private items below a certain stated value. However, you may find that you have to pay taxes when goods you’ve ordered from us arrive in your country.
Electronic items are the most commonly taxed items, if you are ordering a phone or tablet we strongly recommend you to check. RELUOVA can’t give you advice or information about tax rates and customs charges in your country. We advise you to find out about the local regulations prior to ordering from us. You can also request a low value declaration to help avoid any taxes.
Please note that ALL import taxes / duties are the buyer’s responsibility. RELUOVAis not responsible for any tax invoice charged on its products.

Yes, everything you buy from RELUOVA has a guarantee of quality and will exactly match the description on the website. Factories that supply RELUOVA are strictly evaluated by us, and we provide you an even better reassurance of consistent high quality thanks to our in-house QC team.
We double-check the contents of all orders carefully before dispatch to our customers. You can be confident about ordering from RELUOVA just as much as any western retailer.
All warranties start from the date of receiving the product. If the product malfunctions within the warranty period, any free repairs need to be confirmed with the manufacturer through customer service. The customer is responsible for the return shipping cost, while RELUOVA will cover the shipping cost to send the repaired item back to the customer.

Rarely, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen.
If this has happened, please follow these steps:
If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaining procedure which will enable you to get compensation.
Next, contact RELUOVA immediately with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end. Once the courier company confirms that the case is valid, they will compensate RELUOVA , and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to RELUOVA in order for us to send out a new piece.

If you encounter quality issues within the warranty period you will be covered. Every product has a specific warranty period (If it is not stated in the product listing, contact us via email to support@reluova.com).
In this case, please kindly provide us with proof as below:
The photos of original RELUOVA package with front and back sides
The photos or video of the defective item(s)
The photos, video or screenshot showing the malfunction of the defective item(s)
We will usually offer you a refund or send a replacement as soon as the problem is confirmed. Sometimes you may need to ship the defective item back to us for free repair service or a new replacement. Customer should cover the return shipping fee, and RELUOVA is responsible for the shipping costs of arranging reshipment by air mail.

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

We’re sorry that our website don’t have invoice self-download service. However, you may contact customer service to request a invoice of your order. You may submit a “Resolve Customs Duties Issue” ticket to customer service once your package is shipped. Customer Service will provide the invoice to you in 24 hours.

If your order is still in the processing stage 48 hours after payment, it means that some items in your order are out of stock. We usually need 2-5 days to restock these items. If you still have concerns about your order, please contact us to check for you directly .

On the error page of your payment, the reason for the refusal would be indicated to you and will give you an indication of the problem encountered.
For example:
"Payment is failed due to bank's rejection. Please pay with another card or choose another payment method."
"Payment is failed due to insufficient funds/over limit. Please pay using a card with sufficient balance."
......
Your payment failed due to one or more of the following reasons:
1) Incorrect or incomplete card/account information
2) Inadequate credit or account balance
3) Your card is not set up for international online payments
4) The maximum online payment limit is set too low
5) Technical problem with the payment system
We suggest you to:
1) double check your card/account information to make sure it is correct
2) use a different card or payment method
3) contact your bank/service provider to enable related functions (e.g. international online payments)
*If none of the suggestions has helped resolve your problem, please contact our Customer Support.

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

The Total Delivery Time consists of (a) Processing Time and (b) Shipping Time.
TWO different parts. When customers calculate the total delivery time, please take both processing time and shipping time in consideration.
(a) Processing time: is the time it takes to get your order ready to leave our warehouses. This includes preparing your items, performing quality checks, and packing for shipment. Processing time will be displayed on the product detail page after the size/color etc options have been chosen.
(b) Shipping time: is the time it takes to reach your destination address after the package is shipped out. It depends on the shipping method you choose. Also it shows business days delivery, so please take weekends into consideration when counting the estimated delivery date.

1) Change the shipping address regarding the unshipped order
You can contact us to modify the shipping address of your order.
2) Change the shipping address regarding the shipped order
we do not allow changes to the shipping address or shipping country once the order has been shipped out because the freight cannot be recalculated and collected.
When the parcel has arrived at your destination country, you can contact the carrier for redirecting the parcel.

For any reason, if you would like to reject the package while the parcel is under the shipping process, you will need to wait until you receive the package in hand before making a return request.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline

Please note that PO Box delivery will limit the shipping options at checkout. We partner with various carriers to ensure that your items arrive on time and major carriers with Priority and Expedited won’t provide shipping service to PO Box addresses.
Additionally, APO/FPO/Private Mail Bag addresses are not acceptable.
[Note]: A post office box, PO box, POB, or postbox is a locked, rented container from which the recipient can receive and remove mail. It is usually located within a post office and requires a fee for use. It's NOT the mail box located in your house or flat.
Please fill out a valid street address instead of uncheck the PO box address at checkout.

If you need to exchange or return the item(s) due to faulty item(s), damaged/broken, mis-shipped or soiled upon arrival, we will bear the shipping fee for the exchanges and returns. If that is not the case, you have to bear the cost of shipping the item(s) to our warehouse.

Please note that Refund processing times vary and can take up to 30 days depending on your financial institution.
For PayPal, a refund will normally be issued within 2-3 business days. Please check your account later.
For Klarna, as soon as LITB has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately. The refund will be processed within 5-7 business days and shall be issued back to the debit or credit card which was originally entered at checkout.
For an estimated refund time for various payment options, please see as below:
Original Payment Method Refund time
Paypal
via Credit/Debit Card Up to 30 business days
via PayPal Balance Instantly
Others 4-7 business days

If you paid online, the refund will be issued depending on the payment method used. It will returned to the original account/card that was used for payment. Please follow the instructions provided by the customer support team to check the progress of your refund.

For any reason, if you would like to reject the package while the parcel is under the shipping process, you will need to wait until you receive the package in hand before making a return request.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline