FAQ
FREQUENTLY ASKED QUESTIONS
ORDERS
How do I know whether my order was confirmed?
After completing your purchase, you should receive an order confirmation email at the address entered during checkout.
Please check your spam, junk, or promotions folder if you do not see it in your inbox.
You can also contact contact@movelyshop.com with your full name and the email address used for the purchase.
Can I change or cancel my order?
Contact us as soon as possible after placing your order.
We may be able to change or cancel an order that has not entered processing. However, changes and cancellations are not guaranteed.
Once an order has been processed, fulfilled, or shipped, it cannot normally be changed or cancelled. You may need to wait for delivery and request a return according to our Return and Refund Policy.
Can I change my delivery address?
Contact contact@movelyshop.com immediately.
We may be able to update the address before fulfillment begins. Once the order has been processed or transferred to the carrier, we cannot guarantee that the address can be changed.
The customer is responsible for providing a complete and accurate delivery address during checkout.
Why was my order cancelled?
An order may be cancelled for reasons including:
- Payment authorization failure;
- Suspected fraud or unauthorized activity;
- Incorrect pricing or inventory information;
- Product unavailability;
- Shipping restrictions;
- An incomplete or unverifiable delivery address;
- Violation of our Terms of Service.
If payment was captured, an appropriate refund will be issued to the original payment method.
PROCESSING AND DELIVERY
How long does order processing take?
Orders normally require 3–7 business days to be verified, prepared, and transferred to the shipping carrier.
Business days do not include weekends or public holidays.
Processing may take longer during promotional events, product launches, holidays, or periods of high demand.
How long does delivery take?
After dispatch, estimated international delivery generally takes 14–30 business days.
Delivery times vary based on:
- Destination country or region;
- Shipping method;
- Customs procedures;
- Local postal services;
- Carrier delays;
- Weather conditions;
- Public holidays;
- Incorrect or incomplete addresses;
- Events outside our reasonable control.
These timeframes are estimates and not guaranteed delivery dates unless expressly stated otherwise at checkout.
Do you ship worldwide?
We offer international shipping to many countries and regions.
Availability is determined at checkout. Certain destinations may be unavailable because of carrier limitations, legal restrictions, sanctions, customs requirements, or product-specific restrictions.
How can I track my order?
When tracking becomes available, we will send a shipping confirmation email containing a tracking number or tracking link.
Tracking information may require several business days to update after dispatch.
You can also use the Track Your Order page on movelyshop.com.
Why is my tracking information not updating?
Tracking may pause while a parcel:
- Travels between countries;
- Waits for customs clearance;
- Transfers between carriers;
- Enters a local postal network;
- Awaits its first carrier scan.
A temporary pause does not necessarily mean that the parcel is lost.
Contact contact@movelyshop.com if there has been no meaningful update for an extended period.
What happens if I am not home during delivery?
Depending on the destination and carrier, the courier may:
- Attempt delivery again;
- Leave delivery instructions;
- Send the parcel to a pickup point;
- Hold it at a local post office;
- Contact you to arrange delivery;
- Return it to the sender.
The customer is responsible for monitoring tracking information and collecting the parcel within the carrier’s stated timeframe.
What happens if I enter the wrong address?
Contact us immediately.
We cannot guarantee address changes after the order has entered processing. Movely is not responsible for failed delivery caused by an incorrect, incomplete, outdated, or undeliverable address provided by the customer.
If the parcel is returned to sender, additional shipping fees may apply before reshipment. Any refund may exclude original shipping expenses and costs incurred because of the incorrect address, except where prohibited by law.
What should I do if my package appears lost?
Contact contact@movelyshop.com with your order number.
We may open an investigation with the relevant carrier. A replacement or refund may be offered when the parcel is officially confirmed as lost, subject to applicable law and the outcome of the investigation.
PRODUCTS
Will product colors look exactly the same in person?
We make reasonable efforts to display product colors accurately. However, colors may vary depending on your screen, brightness settings, lighting, photography, and production variations.
How do I choose the correct size?
Review the size guide available on the product page before ordering.
Sizing may vary between models and manufacturers. Measurements and size recommendations are provided as general guidance and do not guarantee a specific fit.
What should I do if I receive a damaged, defective, or incorrect item?
Contact contact@movelyshop.com as soon as possible and provide:
- Your order number;
- A description of the problem;
- Clear photos of the item;
- Photos of the packaging and shipping label;
- A video, when reasonably requested.
Do not use, wash, repair, modify, or discard the item before receiving instructions from us.
RETURNS AND REFUNDS
Do you accept returns?
Eligible products may be returned within 30 calendar days after delivery, subject to our Return and Refund Policy.
Mandatory consumer rights available in your country remain unaffected.
Can I exchange an item?
Where available, exchanges follow the same eligibility conditions as returns.
Because inventory can change quickly, we may process the request as a return and ask you to place a new order rather than providing a direct exchange.
Are returns free?
Return shipping is normally paid by the customer when the return is caused by:
- A change of mind;
- An incorrect size selected by the customer;
- Personal preference;
- An incorrect address;
- Accidental ordering.
When a confirmed defect, damage, or incorrect item is attributable to Movely, we will provide an appropriate solution in accordance with applicable law.
Where should I send my return?
Do not return products to the address printed on the parcel.
Contact contact@movelyshop.com before sending anything. Our team will provide the applicable return instructions and address.
Unauthorized returns may be refused or may not qualify for reimbursement.
How long does a refund take?
After receiving and inspecting an eligible return, we will notify you whether the refund was approved.
Approved refunds are submitted to the original payment method within 10 business days, or sooner when required by applicable law.
Banks and payment providers may require additional time to post the funds to your account.
PAYMENTS
Which payment methods do you accept?
Available payment methods are displayed at checkout and may include major credit cards, debit cards, PayPal, digital wallets, and other local methods.
Payment options may vary according to country, currency, device, and payment provider.
Which currency will I be charged in?
Prices may be displayed in a local or selected currency depending on your location and store settings.
The final transaction currency and amount will be shown at checkout before payment.
Your bank or payment provider may apply currency conversion, foreign transaction, or international processing fees. These charges are controlled by the provider and not by Movely.
Is installment payment available?
Installment options may be available in eligible countries through participating payment providers.
Availability, number of installments, interest, fees, and eligibility are determined by the payment provider and displayed at checkout.
Movely cannot guarantee that installment payment will be available for every customer or destination.