Frequently Asked Questions
What is the estimated delivery time? Orders are processed within 1 to 2 business days. Once processed, standard shipping takes between 5 and 7 business days, with a total estimated time of 6 to 9 business days. We ship worldwide (Europe, the U.S., and more). You will receive an email with your tracking number as soon as your order is shipped.
How long does it take to process my order? We process orders within 1 to 2 business days. From there, standard shipping takes between 5 and 7 business days.
Do you offer international shipping? Yes, we ship worldwide, including Europe, the United States, and many more countries. The total estimated delivery time is 6 to 9 business days, regardless of the destination country.
Will I receive an order confirmation? Yes. After making your purchase, you will receive a confirmation email, and a second email with the tracking number as soon as your order leaves our warehouse.
How can I track my order? As soon as we ship your order, we send you an email with the tracking number. You can also check the status anytime on the "Track Your Order" page of our store.
What should I do if I haven’t received my order? If your order takes longer than expected, first check the email with your tracking number. If you need help, write to us at info@ciivo.com and we will review it with you as soon as possible.
How can I return a product? You can request a return within 30 days of receipt. To register it, send an email to info@ciivo.com with: order number, reason for return, photo of the product (if damaged), and your name and address.
What should I do if my order arrives damaged? If your product arrives damaged, contact us within 3 days of delivery by writing to info@ciivo.com. Include the order number, a description of the damage, and photos of the item and packaging. Our team will review the case and offer you an appropriate solution, such as a replacement or refund.
Can I exchange a product for a different size or model? We do not offer direct exchanges. If you need a different size or item, you can return the product within the established period and place a new order in the store.
Who covers the shipping costs for returns? Return shipping costs are the responsibility of the customer. CIIVO is not responsible for lost or damaged packages during return shipping, so we recommend using a tracked courier service and keeping the receipt until the return has been processed.
What payment methods do you accept? We accept Amex, Apple Pay, Blik, Google Pay, Mastercard, Maestro, Shop Pay, and Visa. All payments are fully protected.
Are my data and payments secure? Absolutely. All payments are processed securely and your data is fully protected.
When can I contact you? Our customer service hours are Monday to Friday, from 9:00 to 17:00 (GMT+01:00). We respond to all messages within 24 business hours.
How can I contact you? You can write to us at info@ciivo.com. We will reply within 24 business hours.
Where are you located? CIIVO is based in Málaga, Spain (Calle Lope de Rueda 304A, Puerto de la Torre, 29190 Málaga). We work with international shipping and close customer service to ensure your shopping experience is always pleasant.