Frequently Asked Questions
Helpful answers about worldwide shipping, payments, returns, refunds, privacy, and customer support at qurelion.com.
01 Where do you ship?
We provide worldwide shipping to supported delivery addresses. Shipping availability may vary depending on the destination, carrier coverage, customs requirements, local restrictions, and transportation conditions.
Please review our Shipping Policy for complete details.
02 How much does standard shipping cost?
Our standard worldwide shipping fee is €4.99. We currently do not offer a free shipping threshold or free shipping promotion.
03 How long does order processing take?
Orders are normally processed within 1–4 business days after successful payment confirmation.
Business days are Monday through Friday, excluding weekends and public holidays.
04 How long does standard delivery take?
Standard worldwide shipping generally takes approximately 30 days after dispatch.
Delivery time may vary depending on the customer's address, destination, carrier route, customs clearance, local postal services, weather conditions, and other transportation factors.
The estimated shipping period does not include the additional 1–4 business days required for order processing.
05 Do you offer expedited shipping?
Expedited shipping may be available depending on the destination and carrier service.
The fee varies according to the delivery address, destination, package size, weight, and requested delivery speed.
Customers who need faster delivery may contact [email protected] for available options.
06 How can I track my order?
Tracking information is provided after dispatch when available for the selected shipping service.
Tracking updates may require 24–72 hours to become active.
You can check your order through our Track Order page.
07 Will I need to pay customs duties or taxes?
International orders may be subject to customs duties, import taxes, local taxes, clearance charges, or handling fees imposed by the destination country.
Unless stated otherwise at checkout, these charges are the customer's responsibility.
08 What if my order arrives damaged or incorrect?
If an order arrives damaged, contains an incorrect item, or has missing items, please contact us within 48 hours of receiving the package.
Customers may contact [email protected] with the order number, a brief description, and clear photographs where appropriate.
09 How long do I have to request a return?
Customers may request a return within 30 days from the date the order is delivered.
Requests received after 30 days generally cannot be accepted unless applicable law provides otherwise.
10 What condition must returned items be in?
Returned textile products should remain in a condition suitable for resale.
Items should generally be unused, unworn, unwashed, unaltered, and free from stains, odors, damage, pet hair, cosmetics, or other signs of use.
11 Who pays the return shipping cost?
For returns based on personal preference, fit, color preference, change of mind, or another reason not caused by an error on our part, the customer is generally responsible for return shipping.
If an item is damaged, defective, incorrect, or incorrectly fulfilled, reasonable return shipping costs may be covered or reimbursed where appropriate.
12 How long does a refund take?
Once an eligible refund has been approved, we process it within 7 business days.
The refund is returned to the original payment method.
Banks, card issuers, Stripe, PayPal, or other payment providers may require additional time before the funds appear.
13 What payment methods do you accept?
We currently support Visa, Mastercard, American Express, Discover, PayPal, GrabPay, Apple Pay, and Google Pay, subject to availability during checkout.
Card and supported digital wallet payments may be processed through Stripe, while PayPal transactions are processed through PayPal.
More details are available in our Payment Policy .
14 What currency will I be charged in?
All transactions on qurelion.com are processed in EUR.
If a customer's payment account uses another currency, their bank or payment provider may apply its own exchange rate or conversion fee.
15 Is my payment information secure?
We use established payment providers and security technologies designed to protect payment information.
These measures may include HTTPS, SSL/TLS encryption, tokenization, PCI-DSS compliant payment processing, 3D Secure where applicable, fraud screening, and transaction monitoring.
We do not directly store complete card numbers or CVV/CVC security codes on our website.
16 What happens if my payment fails?
Payments may fail because of incorrect payment details, insufficient funds, bank restrictions, security checks, provider requirements, or technical issues.
If an unsuccessful payment appears as pending, the pending authorization is generally controlled by the customer's bank or payment provider.
17 How do you protect my personal information?
We use reasonable technical and organizational measures designed to protect personal information.
These measures may include HTTPS and SSL/TLS encrypted connections, restricted administrative access, security monitoring, controlled permissions, payment tokenization, and secure third-party payment processing.
Personal information is generally retained for no longer than 1 year after it is no longer reasonably required for the relevant business purpose, subject to applicable legal requirements.
More information is available in our Privacy Policy .
18 How can I contact customer support?
Customers may contact us at [email protected] for assistance with orders, shipping, tracking, payments, returns, refunds, privacy questions, or other service matters.
You may also visit our Contact Us page.