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FAQ

Welcome to the Svelk FAQ page! Here, you'll find answers to some of the most commonly asked questions about our products, services, shipping, returns, and more. If you don't see your question listed here, feel free to contact us at info@svelk.com, and we'll be happy to assist you.

1. What products do you offer?

We offer a wide range of home decor products to help you transform your living space. Our collection includes:

  • Wall art
  • Lighting
  • Throw pillows & blankets
  • Decorative accessories
  • Furniture
  • Rugs & mats
  • Vases & planters, and much more.

All of our products are carefully selected for quality, design, and durability, ensuring that you receive the best decor for your home.

2. Do you ship internationally?

Currently, we only ship within Hong Kong. We offer free shipping on all orders within Hong Kong, and there are no hidden charges for shipping.

3. How long will it take to receive my order?

Once your order is processed, we aim to deliver it within 2 to 15 business days. Here's how the process works:

  • Order Processing: 1 to 5 business days
  • Transit Time: 1 to 10 business days Total estimated delivery time: 2 to 15 business days.

Please note that we process orders during business days (Monday - Friday) and our order cut-off time is 5:00 PM.

4. What payment methods do you accept?

We accept a variety of secure payment methods, including:

  • Credit & Debit Cards (Visa, MasterCard, American Express, Discover)
  • PayPal
  • Apple Pay
  • Google Pay
  • Bank Transfer (For Hong Kong customers only)

All payments are securely processed using SSL encryption to ensure your personal and payment information is protected.

5. Can I make changes to my order after it’s been placed?

Once your order is confirmed and payment is processed, we are unable to make any changes to the items in your order. However, if you realize that you’ve made a mistake or need to modify your order, please contact us as soon as possible at info@svelk.com, and we will do our best to assist you before your order is processed and shipped.

6. How can I track my order?

Once your order has been shipped, you will receive an email with tracking information to monitor your order’s delivery status. You can use the tracking number to check the progress of your delivery.

7. What should I do if I received a damaged or incorrect item?

We are committed to providing high-quality products, but if you receive a damaged or incorrect item, please contact our customer support team within 7 days of receiving your order. We will guide you through the process of returning the item and arranging for a replacement or refund.

8. What is your return policy?

We offer a 30-day return policy for items in their original, unused condition. If you are not satisfied with your purchase, you can return it within 30 days of delivery.

Please note:

  • If the return is due to an error on our part (e.g., damaged or incorrect item), we will cover the return shipping costs.
  • If the return is due to a customer error (e.g., incorrect order or change of mind), the return shipping costs will be the responsibility of the customer.

Refunds will be processed within 10 business days after receiving the returned item.

For more details, visit our Return & Refund Policy page.

9. Do you offer gift cards?

Currently, we do not offer gift cards on our website. However, we are constantly exploring ways to improve our services, so please stay tuned for any future updates.

10. How do I contact Svelk?

If you have any questions or need assistance, we’d love to hear from you! Here’s how you can reach us:

  • Phone: +852 6723 7546
  • Email: info@svelk.com
  • Business Hours: Monday - Friday, 09:00 AM - 05:00 PM
  • Address: 8 Parkes St, Yau Ma Tei, Hong Kong

Our customer service team is here to help you with any inquiries you may have.

11. What happens if my order doesn’t arrive on time?

We do our best to ensure timely delivery, but occasionally there may be delays due to circumstances beyond our control (e.g., weather, courier delays). If your order does not arrive within the estimated delivery time, please contact us at info@svelk.com so we can assist you and track your order.

12. Do you offer any promotions or discounts?

We occasionally offer special promotions, discounts, and sales. To stay updated on the latest offers, we recommend subscribing to our newsletter or following us on social media for updates on new arrivals, promotions, and seasonal sales.

13. Can I change my shipping address after my order has been placed?

Once an order is placed, we are unable to change the shipping address. However, if you realize that you made an error, please contact us immediately at info@svelk.com, and we will try to assist you before the order is shipped.

Thank you for visiting Svelk! We hope this FAQ page answers your questions. If you need further assistance, don't hesitate to get in touch with our customer service team—we're here to help!