FAQ
FAQ
How do I place my order?
To place an order:
-
Finish adding items to your shopping cart.
-
You may choose to process through our website checkout or through PayPal.
-
If you wish to continue through our website checkout, please click on the “Checkout” green button located on the right side of the screen.
-
If you wish to continue through PayPal, please click on the PayPal button.
-
-
You will be transferred to our Customer Information page. You will be prompted to enter:
-
Email address
-
Name
-
Address
-
-
If you have a valid discount code, you may enter it in the "Discount" field located on the right side of the screen. Be sure to click on the "Apply" button in order to have your discount calculated and applied to your order.
-
Continue by clicking “Continue to Shipping Method” button. Please make sure you have input the delivery address correctly (if different from your billing address.) Once everything is completed, click on “Continue on to Payment Method.”
-
You will need to enter in your payment details. You will have the option of indicating that the shipping and billing details are the same, if applicable.
-
Once you have completed the form, click on the "Complete Order" button. You will receive an on-screen confirmation and a second confirmation via e-mail.
Should you encounter any difficulties during the checkout process, please feel free to contact our customer service department by sending us an email at service@pelliva.com.
What if there are items missing or incorrect products when I receive my order?
For missing or wrongly shipped items, please contact us at service@pelliva.com. Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.
How do I know that my order has been successfully submitted?
You will receive an email confirmation containing the Order Number and details of your purchase.
I would like to change my items ordered. What should I do?
Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via service@pelliva.com to request for change.
How do I add items to my cart?
To add items to your cart:
-
Navigate to the page of the item you are interested in and then choose your preferences of the item. When you click the “Add to Cart” button, you will be brought to your "Shopping cart" page.
-
Enter the quantity of the item that you would like to order using the "Quantity:" field next to the image of the item.
How do I view what’s in my shopping cart?
To view the contents of your cart, click on the Cart icon located on the top of the website page. You can easily change the quantity or delete items from here.
How do I remove items from my cart?
First, click on the “Cart” icon. Once you have identified the item that you would like to delete, click on the “Remove” link to the bottom of the quantity list.
How do I change the quantity of a particular item in my cart?
In your cart view, move your cursor to the “Quantity” field for the item and type in the quantity desired. The total will automatically update.
What are the recommended browsers for this site?
Google Chrome, Safari, Firefox, Internet Explorer.
What are your payment options?
We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover), as well as PayPal and Apple Pay.
How do I make payments using PayPal?
Once you are ready to complete your transaction, click on the “PayPal” button. You will be redirected to the PayPal website for processing.
How do I use a discount code?
At the Customer Information page, you will see a “Discount” field on the upper right part of the page. Input the code and click apply to verify it.
What is your return & exchange policy?
Please refer to our Return Policy relating to returns. Our customer service is open 24/7.
How to return your item?
You may contact us at our support channel service@pelliva.com for more information.
What is your cancellation policy?
Cancellation of order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day. You may contact us via service@pelliva.com to request for cancellation.
Is ordering online secure?
Yes. The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.
Is it safe to use my credit card on your website?
To ensure a safe payment procedure, our website uses a credit card processor keeping all data encrypted with AES-256.
Is my personal information kept private?
Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.