FAQ

Frequently Asked Questions (FAQ)

Welcome to Kordelva's Frequently Asked Questions page.

Here you can find helpful information about our products, orders, payments, shipping, returns, refunds, and customer support.

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

1. Products

Q: What products does Kordelva offer?

A: Kordelva offers practical home mats for bathrooms, entryways, and everyday indoor spaces.

Our products are organized into two main collections:

Bathroom & Shower Mats
Entryway & Indoor Mats

Our selection includes different textures, colors, designs, and styles for a variety of household environments.

Q: How do I choose the right mat for my home?

A: We recommend considering where you plan to use the mat, your flooring material, the available space, and your preferred texture or design.

Before purchasing, please review the product description, dimensions, materials, backing design, recommended placement, and care instructions provided on the individual product page.

Q: Are all Kordelva mats non-slip?

A: Some Kordelva mats feature backing materials or surface designs intended to help improve placement stability on suitable floors.

However, product construction and slip-resistant characteristics may vary between models.

Actual performance depends on factors such as flooring material, moisture, surface conditions, product positioning, and maintenance.

Please check the individual product specifications and follow the applicable usage instructions.

No mat can guarantee the prevention of every slip, trip, or fall.

Q: Can Kordelva mats be used on different floor surfaces?

A: Suitable flooring surfaces depend on the individual mat's materials, backing construction, and intended use.

Before placing a mat, please review the product information and ensure the flooring surface is appropriate for that product.

Keep the floor and mat in a suitable condition, and avoid placing mats on uneven or otherwise unsuitable surfaces.

Q: Are your bathroom mats suitable for wet areas?

A: Kordelva offers mats intended for bathroom environments, but their materials, moisture-handling characteristics, and recommended placements may differ.

Not every bathroom mat is intended for direct use inside a shower or on continuously wet flooring.

Please review each product's specifications and usage instructions to determine whether it is suitable for your intended location.

Q: What sizes and colors are available?

A: Available sizes, colors, and variations are listed on the individual product pages.

Please select your preferred option before adding an item to your cart.

Product colors may appear slightly different depending on screen settings, lighting conditions, and reasonable manufacturing variations.

2. Product Care and Maintenance

Q: How should I clean my Kordelva mat?

A: Cleaning instructions depend on the product's materials and construction.

Please follow the care instructions provided on the product page or with the product packaging.

Not all mats are machine washable. Avoid washing methods, cleaning products, or temperatures that are not recommended for the specific item.

Q: How can I maintain my mat's condition?

A: Regular care and proper placement can help maintain a mat's appearance and intended functionality.

We recommend following the applicable product instructions, keeping the mat and supporting floor surface appropriately clean, and checking the mat's condition periodically.

After cleaning, ensure the mat is suitable for use before placing it back on the floor.

Q: Can I use a bathroom mat outdoors?

A: Products should be used according to their intended applications.

Unless a product is specifically described as suitable for outdoor environments, we recommend using it only in the indoor locations identified in its product information.

Outdoor exposure may affect products differently depending on their materials and construction.

3. Orders

Q: How do I place an order?

A: To place an order, browse our available products, select your preferred options, and add the items to your shopping cart.

Proceed to checkout, enter your shipping and contact information, and complete payment using an available payment method.

Please review your order details before completing your purchase.

Q: Will I receive an order confirmation?

A: Yes. After successfully placing an order, you will generally receive an order confirmation email containing your purchase information.

Please check the email address provided during checkout, including your spam or junk folder if necessary.

If you cannot locate your order confirmation, please contact our customer support team.

Q: Can I change or cancel my order?

A: If you need to modify or cancel your order, please contact service@kordelva.com as soon as possible.

We will review your request based on the order's processing and shipping status.

Orders that have already been dispatched may not be eligible for cancellation or modification and may need to follow our return process.

4. Payments

Q: What payment methods do you accept?

A: Kordelva accepts the payment methods displayed during checkout.

Available payment options may vary depending on your location, payment provider, and transaction circumstances.

Please review the available options before completing your purchase.

Q: When will I be charged for my order?

A: Payment is handled during checkout according to the selected payment method.

Your order will proceed through the applicable processing steps after payment has been successfully confirmed.

Q: Is my payment information protected?

A: Payments are handled through the payment service providers available during checkout.

These providers may use security measures to protect payment-related information.

For further details about how personal information is collected and processed, please review our Privacy Policy.

5. Shipping and Delivery

Q: How long does it take to process my order?

A: Orders are generally processed within 1–3 business days after payment confirmation.

Business days exclude weekends and applicable holidays.

Processing times may vary during busy periods or when additional order verification is necessary.

Q: How long does shipping take?

A: After dispatch, the estimated shipping time is generally 7–15 business days.

This estimate does not include the initial order processing period.

Actual delivery times may vary depending on your destination, shipping carrier, customs procedures, and other circumstances.

Please review our Shipping Policy for additional information.

Q: How much does shipping cost?

A: Our standard shipping rates for eligible orders are:

Orders below $39.99: $12.99 shipping.
Orders of $39.99 or more: Free shipping.

The applicable merchandise subtotal is calculated after discounts and before shipping charges and taxes.

Shipping availability and the final applicable charges are displayed during checkout.

Q: Do you offer free shipping?

A: Yes. Eligible orders with a merchandise subtotal of $39.99 or more qualify for free standard shipping where this option is available.

Please review the shipping options and final charges displayed during checkout.

Q: Do you provide tracking information?

A: Yes. Once your order has been dispatched, you will generally receive a shipping confirmation email.

Where tracking is available, the email will include a tracking number or tracking link.

Tracking information may take some time to appear in the carrier's system.

Q: What should I do if my package is delayed or missing?

A: If your order has not arrived within the estimated delivery period, please contact service@kordelva.com.

Include your order number and any available tracking information.

Our customer support team will review the shipment status and coordinate with the relevant delivery provider where necessary.

If a delivery failure is confirmed, we will work with you to arrange an appropriate resolution in accordance with our store policies and applicable consumer rights.

Q: Can I change my shipping address after placing an order?

A: Please contact our customer support team as soon as possible if you need to correct your shipping address.

Address changes may be possible before dispatch, depending on the order's processing status.

Once an order has been shipped, changes may no longer be possible.

6. Returns and Refunds

Q: What is your return policy?

A: Kordelva accepts eligible return requests within 30 days of delivery.

For personal-reason returns, products must generally be unused, in their original condition, and accompanied by their original packaging and any included accessories.

Mandatory consumer rights concerning defective or incorrectly supplied products remain unaffected.

Please review our Return & Refund Policy for complete details.

Q: How do I request a return?

A: To request a return, email service@kordelva.com with your order number, product name, and reason for returning the item.

If the item is damaged, defective, or incorrect, please include relevant photographs where applicable.

Our customer support team will review your request and provide return instructions.

Please do not send products to our registered business address unless specifically instructed to do so.

Q: Who pays for return shipping?

A: For eligible returns requested for personal reasons, customers are generally responsible for return shipping costs.

For confirmed damaged, defective, incorrectly supplied, or materially misdescribed products, Kordelva will cover reasonable return shipping costs where a return is required.

Please contact us before arranging a return shipment.

Q: Can I return a mat after using or washing it?

A: For personal-reason returns, items must generally be unused and in their original condition.

Products that have been used, washed, altered, stained, or damaged after delivery may not qualify for a personal-reason return.

These restrictions do not override applicable rights relating to defective, incorrectly supplied, or materially misdescribed products.

Q: What if I receive a damaged or incorrect mat?

A: Please contact our customer support team as soon as reasonably possible.

Include your order number, a description of the issue, and clear photographs where applicable.

After reviewing your request, we will work with you to arrange an appropriate resolution, which may include a replacement, return, or refund.

Q: How long does it take to receive a refund?

A: Once an eligible return has been received, inspected, and approved, refunds are generally processed to the original payment method within 5–10 business days.

The time required for the funds to appear in your account may depend on your payment provider or financial institution.

If you have questions about an approved refund, please contact our customer support team.

Q: Do you offer exchanges?

A: Exchange options depend on product availability and the circumstances of your request.

If you would like a different size, color, or style, please contact our customer support team.

Where a direct exchange is unavailable, we may recommend an eligible return followed by a new order.

7. Customer Support

Q: How can I contact Kordelva?

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

CUSTOMER SUPPORT EMAIL: service@kordelva.com

Customer Support Phone: +86 199 4827 6135

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

For order-related inquiries, please include your order number and a brief description of your question.

Business Information

Kordelva is owned and operated by Shaanxi Jiyong Qianfeng Trading Co., Ltd.

We operate an online retail store at https://kordelva.com/, offering practical bathroom mats, shower mats, entryway mats, and indoor floor mats for everyday home use.

BRAND: Kordelva

LEGAL COMPANY NAME: Shaanxi Jiyong Qianfeng Trading Co., Ltd.

OWNER / REPRESENTATIVE: Wang Zheng