Frequently Asked Questions

What is sorunavi™?

sorunavi™ is a home bar accessories brand focused on practical products for drink preparation, bottle organization, serving, storage, and countertop use.

We aim to make shopping straightforward through clear product information, published service procedures, and accessible customer support.

Who manages this website?

This website is managed by the legal store operator identified in the business-information panel at the beginning of this page.

The operator manages website administration, product presentation, order-related service, and customer-support communication for this store.

How can I reach customer support?

Please use the email address or telephone number displayed in the opening business-information panel.

Support hours are Monday–Friday, 8:00 AM–10:00 PM, China Standard Time (UTC+8) . Include your order number, product name, and a clear explanation when contacting us about a purchase.

What can support help me with?

You may contact us about product information, order status, payment questions, shipping concerns, return requests, approved refunds, or another matter related to this store.

Responses depend on the available information and the policy applicable to your request. You can also visit our Contact Us page.

How long does delivery normally take?

Order processing generally takes 1–3 business days after the necessary payment and order review steps have been completed and the order is confirmed for processing.

After dispatch, estimated carrier transit generally takes an additional 3–7 business days. The combined estimate is approximately 4–10 business days from confirmed processing to delivery .

Business days generally exclude weekends and applicable public holidays. See our Shipping Policy for complete details.

What if delivery is delayed or my package is missing?

Delivery timing can vary with the destination, carrier operations, weather, address accuracy, public holidays, customs procedures where applicable, and other circumstances affecting the shipment.

If the delivery window has passed or tracking has stopped updating for an extended period, contact support with your order and tracking numbers.

If tracking shows “delivered” but the parcel cannot be found, check the delivery area, mailbox, parcel locker, household members, reception, and carrier delivery notes. Contact the carrier and notify our support team if it remains missing.

See our Shipping Policy for the delivery-review process.

How do I request a return?

Customers may request an eligible return within 30 calendar days after receiving the product . Contact support before this window expires and before sending the product back.

Please include:

• Your order number or identifying purchase information
• The product name, selected option, and quantity involved
• A clear reason for requesting the return
• Photographs or supporting information when relevant

When will an approved refund be processed?

For a return-based refund, the authorized return must first reach the designated return destination, be inspected, and receive refund approval.

Eligible refunds are generally processed within 7–10 business days after refund approval . For another approved refund-eligible claim, this period starts when that refund is approved.

Refunds are generally issued to the original payment method. Your bank, card issuer, or payment provider may require additional time to post the funds after we process the refund.

What if my product arrives damaged or incorrect?

Contact customer support as soon as reasonably possible if the product arrives damaged, defective, incorrect, incomplete, or materially different from its description.

Include your order information, a description of the issue, and clear photographs of the product, packaging, shipping label, or affected area when reasonably available.

Retain the packaging and included components while your request is being reviewed, where reasonably possible. Please wait for instructions before returning the product.

What solution will be offered?

Support will review the submitted information and available order records. Depending on the circumstances and applicable policy, a resolution may include a replacement, refund, return instruction, missing-part assistance, or another appropriate option.

A particular outcome cannot be confirmed before the review is completed. Any applicable mandatory consumer rights remain unaffected.

See our Return & Refund Policy for the complete procedure.

How is my information handled?

Personal information may be used for store purposes such as order processing, payment administration, delivery coordination, customer service, fraud prevention, website operation, service improvement, and legal compliance.

The information collected and how it is processed depend on your use of the website, the services requested, and applicable privacy requirements.

Please review our Privacy Policy for details about collection, disclosure, cookies, retention, and available privacy choices.

How do I submit a privacy request?

Use the customer-support email shown in the opening panel and write “Privacy Request” in the subject line.

Include your name, the email associated with your order or account, the request you would like us to review, and your country or state of residence.

We may request reasonable identity verification to protect customer information. Available rights and applicable exceptions are explained in our Privacy Policy.