Frequently Asked Questions

Ordering

Do I need an account to place an order?
No. You can place an order as a guest. Creating an account helps you access your order history and manage your account information.

Can I change or cancel my order?
Please contact service@filvato.com as soon as possible, preferably within 48 hours of purchase. Include your order number and the requested change or cancellation.

Requests depend on the order’s fulfillment status and cannot be guaranteed once preparation or dispatch has begun. We will confirm whether your request can be completed. This does not limit any statutory cancellation rights.

Payment

What payment methods do you accept?
Available payment methods are displayed at checkout and may include Visa, Mastercard, American Express, and other supported options. Availability may vary by location.

What currency are your prices displayed in?
Prices are displayed in USD unless otherwise indicated. Your bank or payment provider may apply its own exchange rate or currency-conversion fees.

Will I be charged additional fees?
Shipping charges and any taxes collected by our store are displayed at checkout before payment.

International shipments may also incur customs duties, import taxes, or carrier clearance charges. Unless checkout states that these charges are included or prepaid, they may be payable by the recipient, subject to applicable law. Please review our Shipping & Delivery Policy.

Shipping

Where do you ship from?
We ship from international warehouses. The dispatch location may vary by product and stock availability. Our registered business address is not necessarily the location from which your order ships.

How long does shipping take?

• Order processing: 1–3 business days after payment confirmation.

• Standard shipping: 7–14 business days after dispatch.

• Estimated total delivery time: 8–17 business days, including processing and transit.

Business days exclude weekends and applicable public holidays. These are estimates, not guaranteed arrival dates. Delivery may be affected by your destination, customs clearance, carrier disruptions, or peak shipping periods.

How much does shipping cost?
Shipping charges are calculated and displayed at checkout before payment. Free shipping applies only when an eligible offer is expressly displayed and its conditions are met.

How can I track my order?
After dispatch, we will email your tracking information to the address provided with your order. Tracking updates may take time to appear after the carrier receives your parcel.

If you have not received tracking information after the expected processing period, check your spam folder or contact us with your order number.

Delivery Issues

What if I entered the wrong address?
Contact service@filvato.com immediately, preferably within 48 hours of purchase. Include your order number and the complete corrected address.

Address changes depend on fulfillment status and may not be possible once preparation or dispatch has begun. We will confirm the available options.

What if my order is delayed or appears lost?
Contact us if your order has passed its estimated delivery window or tracking indicates a problem. We will investigate with the carrier or fulfillment provider and explain the available resolution. You do not need to wait for a missing parcel to arrive before reporting it.

What if tracking shows “delivered,” but I have not received my package?
Check your delivery address, mailbox, nearby safe places, and with household members, neighbors, or building staff.

If you still cannot locate the parcel, contact us promptly, preferably within 7 days of the delivery notification. This reporting request helps our investigation and does not limit your statutory rights.

Returns & Refunds

What is your return policy?
You may request an eligible return within 30 days of delivery. For voluntary change-of-mind returns, items must be unused, unworn, in their original condition, and in their original packaging. Proof of purchase is required.

Please review our Return & Refund Policy. for conditions and exclusions. These voluntary conditions do not limit applicable statutory cancellation rights or remedies for faulty, damaged, incorrect, or misdescribed goods.

How do I request a return?
Email service@filvato.com with your order number and the items you wish to return. Please contact us for the correct return address and instructions before sending merchandise.

Our registered business address should not be used for returns unless our team confirms it as the appropriate destination.

Who pays for return shipping?
Customers generally pay return shipping for eligible change-of-mind returns, including an unsuitable size selected by the customer.

If we supplied a damaged, defective, or incorrect item, we will arrange or cover the necessary return shipping. Contact us first for instructions.

What if my item arrives damaged, defective, or incorrect?
Contact us promptly, preferably within 7 days of delivery, with your order number and a description of the issue. Photographs of the item and packaging are helpful where reasonably available.

We will investigate and arrange an appropriate remedy. The requested reporting period does not limit your statutory rights or prevent you from reporting a fault discovered later.

When will I receive my refund?
After receiving and inspecting a voluntary return, we will notify you of the outcome. Approved refunds are processed within 5–10 business days and issued to the original payment method.

Your bank or payment provider may require additional time to display the credit. Where a different statutory refund deadline applies, we follow that requirement.

Security & Privacy

How are payments processed?
Payments are handled through third-party payment providers using encrypted connections. Please do not send complete payment-card details, security codes, or account passwords by email or through our contact form.

How is my personal information used?
We use personal information to process orders, provide customer support, operate our store, and carry out other activities described in our Privacy Policy.

That policy explains our use of cookies, advertising partners including AppLovin, and your privacy choices.

Contact & Business Information

For questions about our Kitchen & Home, orders, delivery, or returns, please contact us:

Operated by: Cloudlism Inc
Business License Entity: Cloudlism Inc
Email: service@filvato.com
Phone: +1 7192472227
Website: https://filvato.com

Response Time: We aim to respond within 24 hours on business days. Business days are Monday to Friday, excluding public holidays.

Registered Address:
1500 N GRANT ST STE R，
DENVER,CO 80203