FREQUENTLY ASKED QUESTIONS

Welcome to Kelvonova's FAQ page. Find quick answers to our most common questions below. Can't find what you're looking for? Reach out to our team directly — we're always happy to help.

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Shipping Questions

How long will it take to receive my order? 

How long will it take to receive my order? All orders are carefully processed and dispatched within 1–3 business days. Once shipped, delivery to Australia typically takes 5–10 business days. Your total estimated delivery time is 5–12 business days from the date of purchase. In rare cases where a customs inspection occurs, please allow an additional 2–3 business days. You'll receive a tracking number by email as soon as your order is on its way.

For full details visit our Shipping Policy.

Do you offer free shipping? Yes — every order ships free to Australia with no minimum spend required. The price you see at checkout is the price you pay, no surprises.

Do you ship internationally? At this time we ship exclusively within Australia. We are working on expanding to additional regions in the future.

How do I track my order? Once your order has been dispatched you'll receive a confirmation email containing your tracking number. You can monitor your delivery at any time on our Order Tracking Page. Please allow 3–5 business days after dispatch for tracking information to update in the carrier's system.

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Returns & Refunds

What is your return policy? We offer a straightforward 30-day return window from the date your order arrives. Items must be unused, uninstalled, and returned in their original packaging with all accessories included. We do not charge any restocking fees.

Full details are available on our Return & Refund Policy page.

What if my item arrives damaged or faulty? We're sorry to hear that — this isn't the experience we want for you. If your item arrives damaged, defective, or not as described, contact us at info@kelvonova.com within 30 days of receiving your order. We'll arrange a free return and either replace your item or issue a full refund at no cost to you.

When will I receive my refund? Once your return arrives and passes inspection, your refund will be initiated within 7 business days to your original payment method. Your bank or payment provider may take a few additional days to reflect the amount in your account.

Can I exchange my item? Absolutely. If you'd like a different size, colour, or style, get in touch at info@kelvonova.com and we'll arrange an exchange for you as quickly as possible.

Do you offer a warranty? Yes. All purchases come with a 30-day warranty. If anything goes wrong within this period please contact us and we'll resolve it promptly. You are also protected under Australian Consumer Law regardless of our store warranty.

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Orders

Can I cancel my order after placing it? Yes — you have a 24-hour window to cancel your order. Email us at info@kelvonova.com with your order number as soon as possible and we'll take care of it. After 24 hours we cannot guarantee cancellation as your order may already be with our fulfilment team.

What if my order hasn't arrived? If your order hasn't arrived within 12 business days please contact us at info@kelvonova.com with your order number. Please note that customs inspections can occasionally add 2–3 business days to delivery. If your package is confirmed lost we'll send a replacement or issue a full refund immediately.

Can I place a bulk order? Yes. We accommodate bulk orders for businesses, interior designers, and trade customers. Contact us directly at info@kelvonova.com for pricing and arrangements.

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About Kelvonova

Where is Kelvonova located? Kelvonova is an Ireland-based online lighting store delivering premium home lighting directly to customers across Australia. Operating exclusively online allows us to offer a carefully curated product range at competitive prices without the overhead of a physical retail space.

Do you have a physical store? No — we are an online-only store. This allows us to keep our pricing competitive and our product selection broad, sourcing the best pieces from around the world and delivering them straight to your door.

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Still Have Questions?

Store Address:  15 Brookfield Park, Keenagh, Co. Longford, N39 Y583, Ireland

Store Email: info@kelvonova.com

Store Phone: +353874934196

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)

We do our best to reply to your e-mail within 1–2 business days.