FAQ

Last Updated: October 7, 2026

Official Store & Business Information

Brand Name: dovessari
Website: https://dovessari.com
Operated By: Shenzhen Xingrui Yunlian Technology Co., Ltd.
Brand Representative: Zheng Yancheng
Business Address: Room 2203, Tower A, Building 5, Hengming Bay Innovation Center, Huilongpu Community, Longcheng Subdistrict, Longgang District, Shenzhen, Guangdong, China
Customer Service Email: service@dovessari.com
Phone: +86 17924451635
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM PDT
Return Window: 180 days from the date of delivery

Welcome to dovessari. This FAQ answers common questions about our home fragrance products, ordering, payments, shipping, returns, refunds, and customer support.

If you need additional assistance, contact us at service@dovessari.com.

1. About dovessari

Q1. What is dovessari?

dovessari is an online retail brand specializing in fragrance-related products for the home. We aim to make it easier for customers to explore products that complement their everyday living spaces.

Please review each product page for specific product details, features, instructions, and availability.

Q2. Which company operates dovessari?

dovessari is operated by Shenzhen Xingrui Yunlian Technology Co., Ltd.

Our business contact information is provided at the beginning of this page and in the Contact Us section of our website.

Q3. How can I contact customer support?

You can contact our customer support team using the following details:

• Email: service@dovessari.com

• Phone: +86 17924451635

• Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM PDT

• Website: https://dovessari.com

For order-related questions, please include your order number so we can identify your purchase more efficiently.

2. Products and Orders

Q4. How do I place an order?

Browse our website, select the product you want, choose any available options, and add the item to your cart.

Proceed to checkout, enter your shipping and payment information, review your order details, and complete the payment process.

Please check your product selection, shipping address, and order total before submitting your order.

Q5. How do I know whether a product is available?

Product availability is indicated on the relevant product page or during checkout where applicable.

Availability may change depending on inventory and fulfillment arrangements. If an item becomes unavailable after you place an order and we cannot fulfill it, we will contact you where appropriate and arrange an applicable cancellation or refund.

Q6. Can I change or cancel my order after placing it?

Please email service@dovessari.com as soon as possible if you need to change or cancel an order.

We will review the order's processing and fulfillment status to determine whether the requested change is possible.

Changes or cancellations cannot be guaranteed once an order has entered fulfillment or has been dispatched. If an order has already shipped, our customer support team can explain the applicable options under our Return & Refund Policy.

If we cancel an order after collecting payment, any applicable refund will be handled in accordance with our policies and applicable law.

Q7. What payment methods can I use?

The payment methods available for your purchase will be displayed at checkout.

Available options may vary depending on the transaction and payment provider. Please confirm that your payment information is accurate before completing your order.

If your payment is declined or you encounter a payment issue, check with your payment provider or contact our support team.

Q8. Will I receive an order confirmation?

An order confirmation will generally be sent to the email address provided at checkout after your order is submitted.

If you cannot find the confirmation, check your spam or junk folder and verify that you entered the correct email address.

If you still need assistance, email service@dovessari.com with your name and any available order details.

3. Shipping and Delivery

Q9. How long does order processing take?

Our standard order processing time is 1–3 business days after your order has been placed and payment has been successfully confirmed.

Business days generally exclude weekends and applicable public holidays.

Processing time is separate from transit time, so please allow for both periods when estimating your delivery date.

Q10. How long does shipping take?

Our estimated transit time is 7–12 business days after dispatch.

This estimate begins after your order has been shipped and does not include the initial processing period.

The overall delivery period generally includes:

• Order processing: 1–3 business days.

• Transit after dispatch: 7–12 business days.

Actual delivery times may vary because of destination, carrier operations, customs procedures where applicable, public holidays, weather conditions, or other transportation circumstances.

These timeframes are estimates, not guaranteed delivery dates.

Q11. What are your shipping fees?

Our current shipping rates are listed below.

The available shipping methods depend on your order, destination, and checkout eligibility.

For eligible orders totaling $39.00–$48.99, Free Standard Shipping is available. For eligible orders totaling $49.00 or more, Free Express Shipping is available.

The final shipping options and charges shown at checkout apply to your specific order.

Q12. Where do your orders ship from?

Orders are fulfilled from multiple locations depending on inventory availability and fulfillment arrangements.

The shipping origin may vary between orders. We do not represent that every order ships from a U.S. warehouse.

Where available, shipment origin and carrier information may appear in your shipping confirmation or tracking updates.

Q13. How can I track my order?

When tracking information is available, it will generally be provided after your order has been dispatched.

To track your order:

1. Find your shipping confirmation email.

2. Open the tracking link or enter the tracking number provided.

3. Review the latest shipment updates.

Tracking information may take some time to appear after dispatch while the carrier processes the shipment.

If you cannot locate your tracking information, contact service@dovessari.com and include your order number.

Q14. What should I do if my order is delayed?

First, review the latest tracking information for your shipment.

If your order has not arrived within the estimated delivery period, or the tracking information has not changed for an extended period, contact service@dovessari.com.

Please include your order number and tracking number, if available. We will review the information and, where appropriate, investigate with the carrier or fulfillment partner.

Q15. What if my package is marked as delivered but I have not received it?

Check your mailbox, delivery area, reception desk, household members, or other designated receiving locations.

If you still cannot locate the package, contact our customer support team with your order number and tracking information.

We will review the available delivery information and, where appropriate, work with the carrier to investigate. A delivered tracking status will not automatically prevent us from reviewing your report.

Q16. Will I have to pay import duties or customs taxes?

Our current arrangements for import duties and customs-related charges have not yet been confirmed.

International shipments may be subject to import duties, taxes, brokerage fees, or other charges imposed by relevant authorities or carriers.

We therefore cannot guarantee that all import charges are included in the purchase price or that every shipment will arrive without additional charges.

Please review the information available at checkout before purchasing. We will update our policy when our import-charge arrangements have been confirmed.

4. Returns and Refunds

Q17. What is your return window?

dovessari offers a 180-day return window beginning on the date you receive your order, subject to our Return & Refund Policy and applicable law.

The 180-day period starts on the actual delivery date, not the date you place the order or the date it is dispatched.

Please contact us within 180 calendar days of receiving your order to request a return.

Q18. How do I request a return?

To request a return:

1. Email service@dovessari.com within 180 calendar days of delivery.

2. Include your order number and the product you wish to return.

3. Explain the reason for your request.

4. Provide photographs or other supporting information if the item is damaged, defective, incorrect, or requires further assessment.

5. Wait for our customer support team to review your request and provide return instructions.

Please do not send a product back before receiving the applicable instructions.

Q19. What condition must a product be in to qualify for a return?

For preference-based returns, products should generally be unused and in their original condition, with the original packaging and included components where reasonably possible.

Opened or used fragrance-related products may require additional review because product condition and safety can affect return eligibility.

If an item arrives damaged, defective, incorrect, or materially different from its description, contact us for an appropriate resolution. Such issues will not automatically be treated as ordinary preference-based returns.

All return requests are assessed under our Return & Refund Policy and applicable law.

Q20. Who pays for return shipping?

For preference-based returns, customers are generally responsible for return shipping costs, subject to applicable law and any different arrangement confirmed by our support team.

If an item arrives damaged, defective, incorrect, or materially different from its description, we will review the issue and provide an appropriate resolution.

Where the issue is attributable to a product defect or our fulfillment error, we will not require you to bear return shipping costs for the approved resolution, subject to applicable law.

Please contact us before returning any item.

Q21. Where should I send my return?

Please contact service@dovessari.com before sending a return.

Our business registration address is not necessarily the return warehouse or authorized return destination. After reviewing your request, our customer support team will provide the appropriate return address and instructions.

Sending an item to an unconfirmed address may delay the return process.

Q22. How long does a refund take?

For an approved return requiring the item to be sent back, we aim to initiate the refund within 5–10 business days after the returned item has been received and inspected.

Refunds are generally issued to the original payment method.

Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

If you have questions about a refund, email service@dovessari.com with your order number.

Q23. Can I return an item that arrived damaged or incorrect?

Yes. If your item arrives damaged, defective, incorrect, or materially different from its product description, please contact us.

Include your order number, a description of the issue, and relevant photographs where available.

We will review your request and determine an appropriate resolution, which may include a replacement, refund, or authorized return, in accordance with our Return & Refund Policy and applicable law.

Q24. Can I exchange an item?

If you receive a damaged, defective, or incorrect item, contact our support team to discuss the available options.

Depending on the circumstances and product availability, we may offer a replacement, refund, or another appropriate resolution.

Please provide your order number and supporting information where relevant. Exchanges and replacements are subject to availability and applicable law.

5. Product Care and Safety

Q25. How should I use and care for fragrance-related products?

Please follow the instructions and safety warnings supplied with the specific product you purchase.

Storage, handling, ventilation, heat, flame, and other safety requirements may vary depending on the type of fragrance product.

Do not use a product contrary to its instructions or applicable safety warnings.

If your product arrives leaking, damaged, or potentially unsafe, discontinue use where appropriate and contact service@dovessari.com for assistance.

Do not ship leaking, damaged, or potentially hazardous products without first receiving appropriate return instructions.

Q26. What if I have a question about a specific product?

Please review the relevant product page for available descriptions, features, specifications, and instructions.

If you need more information, contact service@dovessari.com and include the product name or link. Our customer support team will review your inquiry.

6. Privacy and Website Information

Q27. How is my personal information handled?

Our Privacy Notice explains how personal information is collected, used, processed, and disclosed in connection with our website and services.

Information may be used as reasonably necessary to process orders and payments, arrange delivery, respond to customer inquiries, prevent fraud, and comply with applicable legal obligations.

Please review the Privacy Notice available on our website for further information.

Q28. Where can I find your store policies?

You can review the relevant policies on our website:

• Shipping Policy: Shipping methods, shipping fees, processing times, delivery estimates, and tracking.

• Return & Refund Policy: Return eligibility, the 180-day return window, return shipping costs, and refund procedures.

• Privacy Notice: Information about our privacy practices.

• Terms of Service: Terms governing website use and purchases.

• Contact Us: Our customer support details.

If you have difficulty locating a policy, email service@dovessari.com.

Last Updated: October 7, 2026