FAQs
Frequently Asked Questions
1. Do I need an account to place an order?
No. You may place an order as a guest without creating an account.
Creating a DOMURELA account may provide additional benefits, including:
- Faster checkout
- Easy access to your order status and order history
- Saved contact and delivery information
- Updates about new products, special offers, and promotions, where you have agreed to receive them
2. What payment methods do you accept?
DOMURELA accepts major credit and debit cards, which may include:
- Visa
- Mastercard
- American Express
- Discover
PayPal, Shopify Payments, and other secure payment methods may also be available depending on your country or region.
All payment methods currently available to you will be displayed during checkout.
3. How secure is my online order?
We use SSL encryption to help protect your personal and payment information while it is transmitted during checkout.
Your payment details are securely sent to an authorized third-party payment provider for processing and verification.
DOMURELA does not normally store your complete credit-card information on its own servers.
For more information about how we handle personal information, please review our Privacy Policy.
4. What currency will I be charged in?
DOMURELA transactions are generally processed in U.S. dollars (USD) unless another currency is clearly displayed during checkout.
The final currency and amount charged will be shown before you complete your order.
If your payment card or account uses a different currency, your bank or payment provider may convert the transaction according to its exchange rate on the processing date.
Your provider may also charge:
- Foreign transaction fees
- Currency-conversion fees
- International payment fees
DOMURELA does not control these fees. Please contact your bank or payment provider for more information.
5. How should I enter my shipping address?
Please enter your shipping information accurately and use English or Latin characters whenever possible.
Before submitting your order, confirm that the following information is complete and correct:
- Full name
- Street address
- Apartment, suite, or unit number
- City
- State, province, or region
- Postal or ZIP code
- Country
- Telephone number
- Email address
Incorrect or incomplete information may cause delivery delays, failed delivery attempts, or the return of your package.
6. Can I change my shipping address after placing an order?
Please contact DOMURELA Customer Support as soon as possible after placing your order:
Email: support@domurela.com
Please include your order number and the complete corrected address.
We will make reasonable efforts to update your information before the order is processed. However, changes are not guaranteed.
Once an order has been processed, packed, submitted to a fulfillment center, or shipped, the delivery address usually cannot be changed.
Please use a reliable residential or business address where someone will be available to receive or collect the package.
7. Can I change or cancel my order?
To request an order change or cancellation, contact us as soon as possible at:
Please include your order number and the exact change you would like to make.
We will try to accommodate your request before fulfillment begins. However, once an order has been processed, packed, or shipped, it may no longer be possible to change or cancel it.
Orders that have already shipped must follow our standard Returns, Refunds & Exchanges Policy.
8. How long does shipping take?
Delivery time consists of processing time + shipping time.
Most orders are processed within 1–3 business days after payment has been successfully received.
Estimated standard shipping times are generally:
- United States and Canada: Approximately 2–4 weeks
- Australia and New Zealand: Approximately 2–4 weeks
- United Kingdom and Europe: Approximately 2–4 weeks
- Other countries and regions: Approximately 2–5 weeks
These estimates are provided for reference only and are not guaranteed.
Shipping may take longer because of:
- Customs inspections
- Public holidays
- Severe weather
- Remote delivery locations
- Carrier disruptions
- High-volume periods
- Other circumstances outside our reasonable control
Please review our Shipping & Delivery Policy for full details.
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9. How can I track my package?
Once your order has shipped, you will receive a shipping confirmation email containing a tracking number or tracking link.
Tracking information may take several days, and occasionally up to one week, to appear or update after dispatch.
You may track your package using:
- The tracking link included in your shipping confirmation email
- The carrier’s official website
- 17TRACK, where supported
Please make sure the email address entered during checkout is correct.
If you do not receive your shipping confirmation email, please check your spam, junk, or promotions folder.
10. Why did I receive only part of my order?
Some DOMURELA products may be stored in different warehouses or fulfillment centers.
As a result, products from the same order may be shipped separately and arrive on different dates.
Each shipment may have its own tracking number.
Before reporting an item as missing, please review all shipping confirmation emails and tracking information associated with your order.
You will not be charged additional shipping fees solely because your order was divided into multiple shipments.
11. What should I do if an item is missing from my order?
Please check the package carefully, including all boxes, bags, inserts, and protective materials.
Also confirm whether the order was divided into separate shipments.
If an item is still missing, contact us as soon as possible at:
Use the subject line:
MISSING ITEM
Please include:
- Your full name
- Your order number
- The name of the missing product
- A list of the products received
- Clear photographs of the shipping package
- A photograph of the shipping label
- Photographs of all products received
Our support team will review the shipment and contact the relevant warehouse or delivery partner where necessary.
12. What should I do if my product arrives damaged, defective, or incorrect?
Please contact us within 14 days of delivery at:
Use the appropriate subject line:
DAMAGED ITEM
DEFECTIVE ITEM
INCORRECT ITEM
Please include:
- Your order number
- A description of the issue
- Clear photographs or videos of the product
- Photographs of the shipping package and label
- Photographs of any damaged or defective areas
Please keep the product and all original packaging until your claim has been reviewed.
After verification, we may offer:
- A replacement
- A refund
- Store credit
- Another appropriate resolution
depending on the circumstances and applicable law.
13. Can I return a product?
Eligible products may be returned within 30 days of delivery.
To qualify for a return, products generally must be:
- Unused
- In their original condition
- Returned with the original packaging, where reasonably applicable
- Returned with any included parts, accessories, manuals, or labels
- Accompanied by valid proof of purchase
For hygiene, safety, or product-integrity reasons, certain opened or used products may not be eligible for return unless they are damaged, defective, incorrect, or otherwise required to be returnable under applicable law.
Please contact:
before returning any product.
Unauthorized returns may not be accepted.
For complete information, please review our Returns, Refunds & Exchanges Policy.
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14. Are customs duties and taxes included?
International orders may be subject to:
- Customs duties
- Import taxes
- Brokerage charges
- Handling fees
- Other charges imposed by the destination country
Unless otherwise stated during checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
DOMURELA does not control customs charges or customs-clearance times.
Customers are responsible for confirming that the products they purchase may legally be imported into their country or region.
15. How should I use DOMURELA products?
Please read the product description, instructions, warnings, dimensions, materials, and any information provided with the product before use.
Use each product only for its intended purpose.
Where applicable, please follow all:
- Installation instructions
- Weight or load limits
- Cleaning instructions
- Care instructions
- Surface compatibility guidelines
- Temperature restrictions
- Safety warnings
- Age recommendations
Do not use a product if it appears damaged, defective, unstable, or unsafe.
Some products may contain small parts, sharp components, magnets, adhesives, or other features that may require additional care.
Where appropriate, keep products away from young children and pets unless the product is specifically designed for their use.
Product performance may vary depending on:
- Surface type
- Installation
- Environment
- Maintenance
- Usage method
- Product compatibility
Customer reviews, product demonstrations, photographs, videos, and before-and-after examples describe individual experiences and do not guarantee identical results.
If you believe a product is unsafe, damaged, or defective, stop using it and contact us at:
Still Have Questions?
Please contact the DOMURELA Customer Support team:
Email: support@domurela.com
Website: www.domurela.com
Our customer service hours are:
9:00 AM–5:00 PM EST, Monday through Friday
We usually respond within one business day.
Response times may be longer during weekends, public holidays, promotional events, or periods of high inquiry volume.
When contacting us about an order, please include your order number and the email address used during checkout.