Welcome to the Polavie FAQ. Here you'll find answers to some of the most common questions about our bedding, orders, shipping, returns, and more.
1. What does a Polavie duvet cover set include?
The contents of each bedding set may vary depending on the product and size selected.
Most duvet cover sets include a duvet cover and matching pillowcases. Some sets may include additional pieces.
Please check the “What’s Included” section on each product page before ordering for the exact contents of your set.
2. Does the duvet cover set include a duvet insert or comforter?
Unless specifically stated on the product page, duvet inserts and comforters are not included.
A duvet cover is designed to be used with a separate duvet insert or comforter.
Please review the product description carefully before placing your order.
3. How do I choose the right size?
We recommend checking the Size Guide on the product page before ordering.
Bedding dimensions can vary between countries and bed types, so please compare the measurements listed on our website with your duvet, mattress, and pillows rather than relying only on size names such as Queen or King.
If you are unsure which size to choose, please contact us at support@polavie.com before ordering.
4. How should I care for my bedding?
Care instructions may vary depending on the material and design.
Please always follow the care instructions provided on the product page or product label.
To help preserve the appearance and feel of your bedding, we generally recommend washing with similar colors and avoiding harsh cleaning products.
5. Will the actual color look exactly like the pictures?
We make every effort to display product colors as accurately as possible.
However, slight color differences may occur due to lighting, photography, fabric texture, and individual screen or monitor settings.
6. Where does Polavie ship from?
Polavie works with fulfillment and logistics partners in China to process and dispatch customer orders.
The specific fulfillment location or shipping carrier may vary depending on product availability and your delivery destination.
7. How long does shipping take?
Most orders are processed within 3–7 business days.
Estimated transit times are:
Standard Shipping: 7–15 business days
Express Shipping: 3–7 business days, where available
Please remember:
Total Delivery Time = Processing Time + Transit Time
Delivery times are estimates and may be affected by customs, holidays, weather, carrier delays, or other circumstances outside our reasonable control.
8. How much does shipping cost?
Shipping costs depend on your delivery destination, package weight, and selected shipping method.
The applicable shipping fee will be clearly displayed at checkout before payment.
9. How can I track my order?
Once your order has been shipped, we will send you a shipping confirmation email with tracking information when available.
Tracking information may take approximately 2–5 business days to become active after shipment.
If your tracking information has not updated for an extended period, please contact us at support@polavie.com.
10. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at support@polavie.com.
We will make reasonable efforts to assist you before the order enters processing or shipment.
Once an order has been processed or shipped, changes or cancellations may no longer be possible.
11. Can I change my shipping address?
If you entered an incorrect shipping address, please contact us as soon as possible.
We will try to update the address before your order is shipped. However, we cannot guarantee address changes once an order has entered processing or has been handed over to the carrier.
Please carefully check your shipping information before completing your purchase.
12. What is your return policy?
Eligible products may be returned within 30 days of delivery.
Returned bedding must generally be unused, unwashed, in its original condition, and free from stains, odors, pet hair, or other signs of use.
For hygiene reasons, used or washed bedding may not be eligible for return.
Please contact support@polavie.com before returning any product.
For complete information, please review our Return & Refund Policy.
13. Who pays for return shipping?
For returns due to a change of mind, incorrect size or color selection, or other personal reasons, the customer is generally responsible for return shipping costs.
If you receive an item that is damaged, defective, or incorrect due to an error on our part, please contact us. We will review the issue and provide an appropriate solution.
14. When will I receive my refund?
Once your returned item has been received and inspected, we will notify you of the refund status.
Approved refunds will be issued to your original payment method.
After the refund is processed, it may take approximately 5–10 business days to appear in your account, depending on your bank or payment provider.
15. What should I do if I receive a damaged or incorrect item?
Please contact us at support@polavie.com as soon as possible.
Include your order number and clear photos of the item and the issue.
Once the issue has been reviewed and confirmed, we will work with you to provide an appropriate solution, which may include a replacement or refund.
16. Is my payment information secure?
We use secure checkout and payment processing services provided through our online store and supported payment providers.
Polavie does not require customers to send sensitive payment information, such as full credit card details, by email.
17. Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other charges depending on the destination country or region.
Where these charges are not collected at checkout, they may be the responsibility of the recipient.
18. How can I contact Polavie?
If you have questions about our products or your order, please contact us:
Email: support@polavie.com
Phone: +86 193 0621 7693