FAQ
💳 Payment Information
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express, Diners Club) and PayPal.
Do you offer Cash on Delivery (COD)?
No, we do not offer COD. All orders must be paid online.
We provide full customer support and a clear refund policy for your peace of mind.
What currency do you charge in?
Our default currency is USD. You may also pay in other currencies (EUR, GBP, CAD, AUD). The final charge will be converted by your payment provider.
🚚 Shipping & Delivery
Can I send gifts directly to someone?
Yes! We can ship directly to your recipient. Orders are sent in neutral packaging without pricing or invoices.
What shipping methods do you offer?
We offer three shipping options: Standard Shipping, Expedited Shipping, and Urgent Shipping. All delivery times include both production and shipping time.
How long does delivery take?
Most orders are processed within 1–5 business days. Delivery time depends on the shipping method selected and destination country.
Please note that delivery times are estimates and may be affected by customs or carrier delays.
Can I change my shipping address?
If your order has not been shipped yet, please contact us at service@supsouvenir.com as soon as possible.
Once shipped, address changes are no longer possible.
My tracking shows “delivered” but I didn’t receive it. What should I do?
Please:
- Confirm your shipping address
- Check around your delivery location
- Ask household members or neighbors
- Contact your local carrier
If still unresolved, please contact us for assistance.
🎁 Order Information
How can I track my order?
Once shipped, you will receive a tracking number by email. You can also track it via your order page.
Can I cancel or change my order?
Orders can only be changed or canceled before production begins.
After production starts, changes or cancellations are no longer possible.
For urgent requests, please contact us immediately.
📦 Product Issues
I received a damaged or incorrect item. What should I do?
Please contact us with:
1. Order number
2 Photos of the item
3. Description of the issue
We will offer a replacement or solution as quickly as possible.
An item is missing from my order.
Some items may be shipped separately. Please check tracking details.
If still missing, contact us and we will resolve it.
🔄 Returns & Refunds
What is your return policy?
As our products are made-to-order and personalized, we do not accept returns or exchanges unless the item is defective, damaged, or incorrect due to our error.
How long do refunds take?
Refunds are processed within 3–5 business days after approval.
Where will I receive my refund?
Refunds will be returned to your original payment method.
🔒 General Information
Is it safe to order?
Yes. We use secure payment encryption and trusted payment providers such as PayPal and major credit cards.
Do you have a physical store?
No, we operate exclusively online to offer global personalized services.
💬 Contact Us
If you need help, please contact:
📧 service@supsouvenir.com
We aim to respond within 24 hours (business days).