FAQs
A. Orders & Processing
How long does it take for orders to ship?
In-stock orders are processed within 1–3 business days (excluding public holidays). You'll receive a tracking email once shipped.
Can I change my shipping address after placing an order?
If your order hasn't reached the “Packed” stage, email us immediately. Changes are usually unavailable after shipment to carriers.
Do you offer gift messages or price-free invoices?
Specify your request in checkout notes; we can omit pricing or include gift cards (subject to system functionality).
B.Shipping
What are shipping times?
Standard domestic shipping: 2–7 business days (depending on destination). Expedited shipping: 1–3 business days for most cities. International shipping varies by country and customs clearance.
How do I track my order?
A tracking number is emailed after shipment. You may also log into your account to view it.
C.International
Who pays international taxes?
The recipient is responsible for destination country duties, import taxes, and customs clearance fees.
What if my package is returned by customs?
Handling depends on the reason: If return fees result from unpaid duties or refusal of delivery, we may deduct related expenses from your refund within permitted limits.
D.Returns & Faults
Can I return an item if I change my mind?
We do not accept returns for “change of mind.” Natural variations in material texture are not considered defects.
What if the item arrives damaged?
Please photograph the outer box, inner packaging, and product within 48 hours of receipt and email us.
How are quality issues handled?
We assess under Australian Consumer Law: Major defects qualify for refund or replacement; minor defects may be repaired or replaced.
Question Name
Answer Content
E.Products & Materials
Why are there slight color variations/patterns on the surface?
This is a natural characteristic of the material and does not affect usage or structure.
How should I clean it daily?
Use a soft dry cloth; avoid strong acids, strong alkalis, or abrasive cleaners; wipe up liquids immediately. Further details are available on the Care page.
F.Payments & Security
What payment methods are supported?
Visa / Mastercard / Amex / PayPal / Apple Pay / UnionPay / Google Pay
Is website payment secure?
We use (fill in: Shopify / Stripe, etc.) payment gateways with TLS transmission and PCI DSS compliance.
G.Account & Privacy
Must I register an account to place an order?
Not necessarily; you may checkout as a guest. However, registration speeds up future purchases and allows order history viewing.
How do I delete or export my account information?
Email hello@scenovia.shop with your request. We will verify your identity and process it.
H.Sustainability & Packaging
Is the packaging eco-friendly?
We use recyclable/recycled materials for environmentally conscious packaging.
I.Miscellaneous
Are there offline showrooms or partnership channels?
Currently, we operate primarily online. For B2B/wholesale inquiries, email: joy@scenovia.shop.