FAQS

Why my order is still being processing?

Generally, we may need up to 5-7 days to process your order.

Due to pandemic (COVID-19), all packages need to go through strict quality control and disinfection process before shipment to ensure customers' safety, which may cause a slight shipping delay. Also, parcel volume is overloaded now, it will need 15-25 days for delivery after orders being shipped out.

Note: Standard Shipping is still available. And it will not effect your purchasing, we still take orders. We will keep following up on logistics company and update you for any news.

Do all of your items ship from the USA?

We have multiple warehouses all over the world. We have warehouses in California, Texas, China, London and Belgium.

Your items will be shipped from one of these warehouses where stocks are available.

Why I didn’t get a comfirm email after placing an order?

After placing your order, our system will send you a thank you email to the address you provided.

Please make sure the email provided is correct and please check your spam mailbox as well.

If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Service.

Can I cancel my order or change my order?

Orders can be canceled or changed to another size or color before 24 hours of purchase for free. For orders canceled or changed to another size or color after 24 hours of purchase but before shipment, a 15% cancellation or changing fee is applied. Please submit a help ticket from Contact Us if you decide to cancel the order. Once you submit an order on the website it immediately goes into processing and, in general, there is only a small window in which it can be cancelled. This depends on whether the item ships directly from local warehouse, or a vendor, as well as other factors. To see if your order can be cancelled, email customer service department immediately at support@colorsnova.com. If we cannot cancel your order you can return it to us for a refund (except shipping charges). See the return and refund page for more information.

How long does it take for my order to ship?

When you place an order, we have to process the order first. Processing usually takes 5-7 days. Shipping time usually takes 15-25 days for standard shipping and 12-20 days for priority shipping. Please refer to our Shipping Policy page for more details on how long it will take to get your package.

Note: Due to the pandemic (COVID-19), government has strengthen the supervision of many areas, including shipping Express industry, this may cause some delays of your package delivery.

And parcel volume was overloaded now, it will take 15-25 days for delivery once your order has been sent. Wish your kindly understanding. 

Why hasn't my shipping information been updated?

It usually takes a little while to update your package status. If your items are shipped from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches to the next shipping station.

Sometimes the shipping company may not update the status in time. 

Please feel free to contact us if you have any inquiry about shipping info.

Do you ship internationally?

Exactly! We ship worldwide every day. 

Why some items received look a little different from the pictures?

Our products are made by hand, small imperfections or differences in shape, size and colour can happen and are part of the charm of a handmade product. This part of the handmade process is what makes our products unique and should not be seen as a fault and defect. They will never affect the overall aesthetic of the product and its ability for use as intended. Product images and description are for reference only. Actual product may vary due to product enhancement.

Why don’t you pay for return shipping?

Unfortunately, there are no refunds for shipping. We do not, however, apply any restocking fees for your return.