Frequently Asked Questions

1. In which countries do you deliver and what are the shipping costs?
'We currently only ship to The Netherlands. All orders within the Netherlands are delivered free of shipping costs.'

2. How long does it take to process and deliver an order?

  • Processing time: Your order will be processed within 2–4 working days (Monday to Friday).
  • Delivery time: The expected delivery time is 6–12 working days (Monday to Friday).

3. How can I track my order?
'After shipping, you will receive an email with a tracking number. You can use this to track the status of your delivery in real-time via the DHL tracking portal.'

4. Can I change or cancel my order after I have placed it?
Orders can be changed or canceled before shipment. For support, please contact our customer service at info@kelviora.com.

5. What is the right of return and which items are excluded from return shipping?

  • You can return items within 30 days of delivery.
  • The items must be in their original condition, unused, and in the original packaging.
  • Personalized items and underwear are excluded from return.

6. How do I start a return or exchange?
Contact us at info@kelviora.com and include your order number and the details of the return or exchange. Our team will review your request and provide a return authorization.

7. How long does it take for a refund to be processed?
Refunds will be processed within 14 days of receiving the return shipment and credited back to your original payment method.

8. What should I do if I receive a defective or damaged item?
Contact us directly at info@kelviora.com and provide a description of the defect or damage, accompanied by clear photos. We will arrange an exchange or refund as soon as possible.

9. Which payment methods are accepted and how is the transaction secured?
We accept the following payment methods:

  • Visa
  • Mastercard
  • American Express (Amex)
  • Apple Pay
  • ideal
  • Shop Pay
  • Teacher
  • UnionPay
  • Google Pay

Your transaction is secured by the advanced security systems of our payment providers, which protect your financial information from fraud and unauthorized access.

10. How do I choose the right size or version of a product?
On our website, you will find detailed product descriptions and size charts. If you still have doubts or need additional advice, our customer service is happy to assist you.

Contact details

For additional questions or support, you can contact us:

  • Store name: Kelviora
  • Company Name: Performance Max Media s.r.o.
  • Company number: 21242453
  • Tax number: CZ21242453
  • Address: Jižní 364, 270 01 Kněževes near Rakovník, Czech Republic
  • E-mail: info@kelviora.com
  • Telephone: +3197010268467

Opening hours:

  • Monday – Friday: 08:00 – 17:00
  • Saturday and Sunday: 10:00 – 16:00

Our customer service team aims to respond within 24 hours on business days.