FAQ
Got a question? Here are the ones we hear most.
Getting Your Order to You
How long until my order shows up? Count on 6–13 business days total from purchase — that's 1–3 days for us to process it, plus 5–10 days in transit to your address. A tracking number lands in your inbox as soon as it's dispatched.
Is shipping actually free, or is there a catch? Genuinely free, on every order, no minimum spend. The checkout total is the final total.
Do you ship outside Australia? Not yet — Australia is our sole market for now, though that may change down the line.
Where's my tracking info? It arrives by email at dispatch. Give the carrier's system 3–5 business days after that to start showing scans.
Returns, Refunds & Swaps
What's the return policy in a nutshell? 30 days from delivery, item unused and in original packaging, zero restocking fees. Full detail lives on our Refund Policy page.
My item arrived broken or wrong — now what? Email info@kelvonova.com within 48 hours with photos and your order number. Most of the time, we'll sort a refund or replacement without even needing the item sent back.
How fast do refunds land? Once approved, 7 business days back to your original payment method — your bank may add a little extra time on their end.
Can I swap for a different colour or size? Yes — email us and we'll get a swap arranged.
Are we covered by anything beyond your store policy? Yes — Australian Consumer Law guarantees apply regardless of anything we state here, including your right to a repair, replacement, or refund for a major fault.
Your Order
I just ordered — can I still cancel? You've got a 24-hour window. After that, it's likely already moving through fulfilment and can't be pulled back — but you can return it once it arrives.
My order's overdue — what do I do? If it's been more than 12 business days, email us your order number. Customs checks can occasionally add 2–3 days, but if it's genuinely lost, we'll replace it or refund you outright.
Do you handle bulk or trade orders? Yes — interior designers, trade buyers, and bulk orders are welcome. Email us directly to work out pricing.
About the Business
Where does Kelvonova actually operate from? The business is based in Ireland — I handle sourcing, orders, and customer service from here. Products ship directly to customers across Australia.
Is there a physical shop? No — online only. That's a deliberate choice, not a limitation: it lets us source more interesting pieces and keep prices competitive without retail overhead.
Still Stuck?
Business Address: 15 Brookfield Park, Keenagh, Co. Longford, N39 Y583, Ireland Email: info@kelvonova.com Phone: +353 87 493 4196 Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1) We reply within 1–2 business days.