Frequently Asked Questions
Find helpful information about Dovenari™ Christmas décor, illuminated figurines, LED night lights, tabletop decorations, orders, shipping, tracking, returns, refunds and customer support.
Who operates Dovenari™?
Dovenari™ is owned and operated by Shenzhen Jiuyao Trading Co., Ltd. The company operates dovenari.com and provides customer support for purchases made through the store.
What does Dovenari™ sell?
Dovenari™ specializes in Christmas and winter home décor, including illuminated figurines, LED night lights, tabletop decorations, ceramic Christmas pieces, glass cloche displays, woodland characters and nostalgic seasonal décor.
What types of designs are in the collection?
Our collection includes glowing Christmas trees, golden stag displays, deer, foxes, owls, penguins, polar bears, snowmen, angels, nutcrackers, gingerbread characters, vintage holiday trucks and other seasonal designs.
Are Dovenari™ products decorative items?
Yes. Dovenari™ products are primarily intended as decorative holiday and seasonal home accents. Product pages describe the intended use, materials, dimensions and decorative lighting features where applicable.
Will every product look exactly like the photos?
Products are intended to closely match the images shown on dovenari.com. Slight variations in finish, texture, tone, painted details or decorative placement may occur depending on the individual item and manufacturing process.
Are small finish variations considered defects?
Minor differences in color, texture, painted finish, surface detail or decorative placement are not necessarily defects when they do not affect the intended function or overall appearance of the item.
What materials are used?
Materials vary by product. The Dovenari™ collection includes pieces made with materials such as resin, ceramic, metal, glass and decorative textile elements. Please check the individual product page for details.
Where can I find product dimensions?
Product dimensions and other available specifications are shown on the individual product page. We recommend reviewing these details before purchasing to make sure the item suits your intended display space.
How can I check my order status?
If you have a question about an existing order, contact service@dovenari.com and include your order number and the email address used during checkout.
How much does shipping cost?
Available shipping methods and applicable shipping charges are displayed during checkout before your order is completed.
Where are orders shipped from?
Shipment origin may depend on product availability, inventory location, fulfillment arrangements and destination. The shipping origin may be different from our registered business address.
Will I receive tracking information?
When tracking information becomes available, shipment or tracking details may be sent to the email address provided during checkout.
What if my tracking stops updating?
Contact service@dovenari.com with your order number. Our customer-support team can review the available shipment information and assist with the next steps.
What if tracking says “Delivered” but I cannot find my package?
Check your mailbox, delivery area, household members, neighbors, building reception or other secure delivery locations first. If the parcel still cannot be found, contact us with your order information for further review.
Can I change or cancel my order?
Contact us as soon as possible. We will review whether a change or cancellation is still possible. Requests cannot be guaranteed once processing, fulfillment or shipment has progressed.
What should I do if my address is incorrect?
Contact customer support as soon as possible with your order number and the correct shipping information. Address changes may not be possible once fulfillment or shipping has begun.
How do I request a return?
Email service@dovenari.com with your order number, the item you wish to return and the reason for the request. Additional information or photographs may be requested when relevant.
Where should I send my return?
Please contact customer support before sending merchandise back. After the request has been reviewed, our team will provide the appropriate return instructions and return destination applicable to the order.
Is the registered business address the return address?
Not necessarily. Please do not automatically send returned merchandise to the registered business address. Contact customer support first for the correct return instructions.
What if my item arrives damaged?
Contact us promptly with your order number, a description of the issue and clear photographs of the product and packaging. This information helps our team review the situation.
What if I received the wrong item?
Contact customer support with your order number and clear photographs of the item received. Our team will review the order and provide the appropriate next steps.
When will I receive my refund?
Once a refund has been approved and processed, the time required for the funds to appear may depend on your original payment method and payment provider.
How can I contact Dovenari™?
You can contact our customer-support team by email at service@dovenari.com or by phone at +86 178-9645-9363 .
What are your customer service hours?
Dovenari™ customer service is available 8:00 AM – 10:00 PM Daily.
Still need help?
Contact Dovenari™ customer support with your order number or a clear description of your question. Customer service is available daily from 8:00 AM to 10:00 PM.