Quick answers to what we are asked most often. If your question isn’t here, email info@elovyrhaven.com — we read every message.
About ElovyrHaven
What is ElovyrHaven?
ElovyrHaven is an independent home-wellness brand. We offer hand-blended incense and fragrance, calming home décor, DIY craft kits, and small therapeutic gifts — pieces chosen to make everyday spaces feel steadier and more restful.
What does the name mean, and how do you say it?
Elovyr is our own word, drawn from the sense of to elevate and quiet plant symbolism; Haven is a safe harbor. Together: a soft haven for busy souls. It is said /ˈɛləvɪr ˈheɪvn/ — El-o-vir HAY-ven. The short form is Elovyr.
Are your products handmade?
Our incense and fragrance are hand-blended in small runs, and our DIY kits are built around hands-on making. Our décor and gift pieces are designed and selected to the same standard. We work in small batches rather than mass-producing, so individual pieces may vary slightly in colour, texture, or finish — that variation is part of the goods, not a fault.
Do you have a physical store?
No — we are an online-only studio and ship directly to customers. There is no walk-in location to visit.
Orders
Which payment methods do you accept?
Payment is taken at checkout by our third-party payment provider. The methods available to you are listed on the checkout page once you have entered your delivery address. We never see or store your full card details.
Can I change or cancel my order?
Yes, but only before dispatch. Email info@elovyrhaven.com with your order number as soon as possible. Because orders are prepared in small runs over several business days, there is usually a short window in which we can still help. Once dispatched, we cannot change or cancel it — but you can still return it.
Do you offer gift wrapping or gift notes?
Our pieces are packed to be given as they arrive. If you’d like a short handwritten note included, add your message in the order notes at checkout, or email it to us right after ordering and we will do our best to include it.
Can I order for a specific date or occasion?
Please email us before ordering with the date you need. We will tell you honestly whether it is realistic, rather than take the order and disappoint you.
Shipping
How long until my order ships?
Orders typically ship within 5–7 business days. Handmade items can take up to 10–12 business days to be ready. These are estimates, not guarantees.
How long does delivery take?
Estimated delivery is 12–15 business days depending on destination and carrier. Our own shop currently ships within the United States only; the purchasing and consolidation service ships worldwide. Public holidays, peak season, and customs inspections can extend this.
How much is shipping?
Shipping is included in the price shown for each item — there is nothing extra to pay at checkout.
Will I have to pay customs or import duties?
Any import duty, VAT or customs clearance charge on shipments entering your country is your responsibility and is not included in our prices. All shipments into the United States now require customs entry: the $800 de minimis exemption was suspended in 2025 and made indefinite in 2026, so an assessment on a small parcel is normal rather than exceptional. We are not able to declare parcels as gifts or under-value them.
How do I track my order?
Where tracking is available for your destination, we email the details once your order is dispatched. Please allow a little time for carrier systems to update, and note that not every route offers full end-to-end tracking.
What if my parcel doesn’t arrive?
Check with neighbours, your local post office, or building management first, and give the carrier a little longer around holidays. If it still cannot be found, email us and we will work through it with you. If a parcel is returned to us because of an incorrect or incomplete address, or because it wasn’t collected, we can reship it at an additional cost, or refund the product price less shipping.
Returns & Refunds
Can I return something?
Yes. Email us with your order number and the reason, and we review each request case by case to agree a fair solution — we’ll confirm the arrangement in writing. Items should be unused and in their original condition and packaging; reasonable inspection is always fine.
What are my rights as an EU or UK customer?
Consumers in the EU and UK have a statutory right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason. This right cannot be waived. Where it applies, your refund includes the standard delivery cost, less any diminished value from handling beyond what is reasonable.
Which items can’t be returned?
- Customised items
- Used items
- Hygiene products that contact the body directly — such as sleep masks — once opened, used, or with broken seals
Who pays for return shipping?
The customer, unless the item was defective, damaged, or incorrect — in that case we cover reasonable return costs.
How long do refunds take?
Refunds go back to your original payment method within 14 days of receiving the returned goods. We may withhold a refund until the goods are received back, and we always comply with mandatory legal refund deadlines.
My item arrived damaged or wrong. What now?
Email us with your order number and photographs of the item and its packaging as soon as possible after delivery. We will arrange a free replacement or refund and cover reasonable return shipping.
Do you do exchanges?
We don’t process direct exchanges — the simplest route is to return the item and place a new order. If you’d like to know whether something else is in stock first, just ask.
Products & Safety
How should I burn incense safely?
Use a heat-safe holder, in a well-ventilated area, away from anything flammable, and never leave it burning unattended. Keep it away from children and pets — some animals, especially birds and cats, are sensitive to smoke and fragrance. Stop using it if you notice irritation.
Are your products safe around pets and children?
Some items contain small parts and are not suitable for young children. Fragrance and smoke can irritate sensitive animals. If you have a specific concern, email us before ordering and we’ll tell you exactly what a product is made of.
Wholesale & Bulk Orders
Do you offer wholesale?
We’re happy to talk to independent boutiques, wellness spaces, and gift shops. Email info@elovyrhaven.com with your shop name, a link to your website or socials, and roughly what you’re interested in.
Can I place a bulk or corporate gift order?
Yes. Tell us the quantity, the date you need it by, and any customisation you have in mind, and we’ll come back with what is realistic and a quote. Because we work in small runs, larger orders need more lead time — please ask early.
Still have a question?
Email info@elovyrhaven.com and we’ll get back to you as soon as we can. You can also read the full Shipping & Returns policy and our Terms of Service.
Purchasing & Consolidation Service
What is the purchasing service?
You send us photos of what you want — or just the product name — from Taobao, Tmall, 1688 or Pinduoduo, and we buy the goods on your behalf from the Chinese seller, receive them at our warehouse in China, check them, photograph them, combine them into one parcel and arrange international shipping to your address. We are a purchasing agent: we are not the seller of those goods.
Do I need a Chinese account, phone number or payment method?
No. We buy with our own Chinese account and have the goods delivered domestically to our warehouse. You pay us in your own currency and you never need Alipay, a Chinese bank card or a Chinese phone number.
How much does the service cost?
A 5% purchasing fee on the item price, with a $5 minimum per order — 3% on your first order. Packing and consolidation is $2–5 depending on size, the international freight is charged at the carrier’s actual rate with no margin added, and currency conversion carries a mark-up of no more than 1.5%. Optional extras are always priced before we do them.
When do I pay, and how?
After you approve the quote. We send a payment link by email, and we only buy from the Chinese seller once the payment has cleared. This protects both sides, and it is why we don’t buy first and invoice later.
Can I combine items from several different sellers into one parcel?
Yes — and it is usually the biggest saving. Keep adding items while your first items sit in our warehouse, and we combine everything into one shipment at the end. Consolidation is included in the packing fee.
Can you buy from 1688 or Pinduoduo as well as Taobao?
Yes. Taobao, Tmall, 1688 and Pinduoduo are all fine. For 1688 trade listings with a minimum order quantity, tell us in the quote request and we will confirm the quantity and price with the supplier.
Do you check the goods before shipping them on?
We carry out a visual check for obvious damage, the wrong item, the wrong colour or the wrong quantity, and we upload photographs of what arrived so you can see it before it leaves China. We do not test function or performance, and we cannot guarantee the quality of goods made by another seller — that remains with the manufacturer.
What if the Chinese seller is out of stock or sends the wrong thing?
Out of stock: we tell you and refund the item cost rather than substituting something you didn’t choose. Wrong or defective: we open the return or exchange with the seller in Chinese on your behalf and keep you copied in. Return shipping and any restocking charge set by the seller are on your side.
How long does an order take?
Buying and warehouse handling is typically 3–7 days. International transit depends on the line you choose — economy air is measured in working days, express is faster and costs more. We confirm the estimated transit time for your route before you approve the quote.
Do your prices include customs duty and import tax?
No. Duty, VAT, sales tax and clearance charges are set by your own customs authority and payable by you as the recipient. Every parcel is declared honestly at its real value — we do not under-declare, mis-describe goods or use channels that promise to bypass duty, because that is what gets parcels held or destroyed.
Has the duty situation changed recently?
Yes, and it is worth knowing before you order. The United States suspended its $800 de minimis exemption in 2025 and made the suspension indefinite in 2026, so low-value parcels from China are now entered through customs and assessed. The European Union replaced its €150 duty relief with a flat per-item duty from 1 July 2026. The United Kingdom’s £135 low-value duty relief remains in place, and Canada’s threshold is very low. We quote no duty figure because the rules keep moving — your customs authority, or a duty calculator using your product’s HS code, is the accurate source.
Will you buy replicas or counterfeit goods?
No. This is the one category we never accept, and it is a hard rule rather than a preference: counterfeit goods are seized, parcels are destroyed and payment accounts are frozen. If a link turns out to be a replica we cancel the order and refund the item cost.
Which countries can you ship the consolidated parcel to?
We currently take purchasing orders for the United Kingdom, Australia, the United States, Canada, New Zealand, Singapore and Malaysia, subject to the line available and to what the goods are. Ask about your country and we will tell you honestly whether a route exists.
What items can’t you send?
Counterfeit goods, weapons, tobacco and vape products, medicines, fresh food, plants and live animals, hazardous materials, and the categories requiring certification that a line cannot carry. Liquids, cosmetics, foods, lithium batteries and magnetics are reviewed case by case. The full list is on our Prohibited Items page.
Is the purchasing service covered by the same terms as your shop?
No — they are two separate services with separate terms. The shop’s terms of service cover goods you buy from our own stock; the purchasing service is governed by our service terms, which set out the agency relationship, the duty position and the limits of our liability.
How do I get a quote?
Send photos of what you want (or the product name) through the photo upload box on our home page or email them to info@elovyrhaven.com. We reply within one working day where we can, and the quote holds for five working days.
Written and maintained by the ElovyrHaven team — we run this service ourselves from China and answer every message personally. Last updated: . Questions? Email info@elovyrhaven.com or use the photo upload box on our home page.
