Frequently Asked Questions

Welcome to Moriella Home. Below you’ll find answers to some of the most common questions about ordering, payment, shipping, returns, and contacting our team.

Orders & Payment

1. Do I need an account to place an order?

No. You can place an order as a guest without creating an account.

Creating an account, however, can make future purchases easier and allows you to view your order history and manage your account information more conveniently.

2. What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, and Discover, as well as PayPal.

Available payment methods will be displayed at checkout.

3. What currency are orders processed in?

Orders on Moriella Home are processed in U.S. Dollars (USD).

If your card or payment account uses another currency, your bank or payment provider may convert the transaction using its applicable exchange rate. Additional currency conversion fees may also apply depending on your provider.

4. Is my payment information secure?

Yes. Our website uses secure SSL encryption to help protect information transmitted during checkout.

Payment information is securely processed through our payment service providers. Moriella Home does not directly store your full credit card details on our servers.

Order Processing & Changes

5. How long does it take to process my order?

Orders are generally processed and prepared for dispatch within 72 hours after your order has been placed and payment has been successfully received.

Processing may take slightly longer during holidays, promotional periods, or periods of unusually high order volume.

6. Can I change my order or shipping address after placing an order?

If you need to change your order details, product selection, or shipping address, please contact us at support@moriellahome.com within 24 hours of placing your order.

We will do our best to accommodate your request.

Once an order has been processed or shipped, we may no longer be able to make changes. Please carefully review your shipping address, product options, sizes, colors, and quantities before completing your purchase.

7. How should I enter my shipping address?

Please provide a complete and accurate shipping address at checkout.

When possible, we recommend entering your address using English or Latin characters to help avoid processing or delivery issues with international shipping carriers.

Shipping & Delivery

8. How long does shipping take?

Estimated shipping times depend on your destination and product availability.

Typical estimated delivery times are:

United States & Canada: approximately 2–4 weeks
Australia & New Zealand: approximately 2–4 weeks
United Kingdom & Europe: approximately 2–4 weeks
Other countries and regions: approximately 2–5 weeks

These are estimated delivery times and do not include order processing time.

Actual delivery times may vary due to carrier delays, customs processing, holidays, weather conditions, destination-country procedures, or unusually high order volumes.

9. How can I track my order?

Once your order has been shipped and tracking information becomes available, you will receive a shipping confirmation email containing your tracking number.

You can use your tracking number to follow the progress of your shipment through the carrier or a parcel tracking service such as 17TRACK.

10. Why is my tracking information not updating?

Tracking information may take several days to become active after your package has been shipped.

In some cases, tracking updates can take up to approximately one week to appear, particularly when packages are transferred between international shipping partners.

If your tracking information has not updated for an extended period, please contact us at support@moriellahome.com with your order number.

11. Why did I receive only part of my order?

Some products may be stored or dispatched from different warehouse locations. As a result, items from the same order may be shipped separately and arrive at different times.

If your order contains multiple packages, you may also receive separate tracking information for each shipment.

If you believe an item is missing rather than being shipped separately, please contact our customer support team.

Returns, Refunds & Order Issues

12. What is your return policy?

Eligible items may be returned within 30 days of receiving your order.

To request a return, please contact us first at support@moriellahome.com and include your order number and the item you would like to return. Our customer support team will provide you with the applicable return instructions.

Approved returned items will be refunded in accordance with our Return & Refund Policy.

Please note that original shipping charges are non-refundable.

Return conditions may vary for certain promotional or special-sale items, so please review the applicable promotion terms before purchasing.

13. What should I do if my item arrives damaged?

If your item arrives damaged, please contact us within 14 days of receiving your order.

Email support@moriellahome.com with:

• Your order number

• A description of the problem

• Clear photos showing the damaged item and packaging, where applicable

Please use “DAMAGED” in the email subject line so our customer support team can identify your request quickly.

Where sufficient evidence is provided and the request is approved, we will assist you in accordance with our Return & Refund Policy and applicable shipping protection.

14. What should I do if an item is missing from my order?

If you have received your package but believe an item is missing, first check whether your order was divided into multiple shipments.

If the item is still missing, please email support@moriellahome.com with your order number and details of the missing item.

Please use “MISSING ITEM” in the email subject line.

15. What should I do if my package appears to be lost?

International shipments may occasionally experience delays or temporary gaps in tracking updates.

If your package has not arrived within the expected delivery period and tracking has stopped updating, please contact us at support@moriellahome.com with your order number and tracking information.

Our team will review the shipment status and assist you with the next steps.

Customer Support

16. How can I contact Moriella Home?

For order questions, shipping concerns, returns, product inquiries, or other customer service requests, please contact us at:

Email: support@moriellahome.com
Telephone: +86 138 2270 6406

Please include your order number when contacting us about an existing order. This will help us assist you more efficiently.

We aim to respond to most customer service emails within one business day. Response times may be longer during weekends, holidays, or periods of high inquiry volume.

About Moriella Home

17. Who operates Moriella Home?

Moriella Home is operated by Shenzhen Quanwanrou International Trading Co., Ltd.

Our company information is provided below for transparency and customer reference.

Company Name: Shenzhen Quanwanrou International Trading Co., Ltd.
Registration No.: 91440300MAKB7NLLXQ
Email: support@moriellahome.com
Tel: +86 138 2270 6406
Address: Room 302, No. 52 Lijing New Village, Liutang Community, Xixiang Subdistrict, Bao'an District, Shenzhen, China

Still Need Help?

If you cannot find the answer you are looking for, please contact our customer support team at support@moriellahome.com.

When contacting us about an order, please include your order number and a brief description of your question or issue so we can assist you as efficiently as possible.

Thank you for shopping with Moriella Home.