FAQs
Last updated: September 12, 2026
What payment methods do you accept?
Available payment methods are shown at checkout.
When will my order be processed and shipped?
Orders are processed within 1–3 business days (Monday to Friday, excluding holidays) after payment is confirmed. During high-volume periods, processing may take longer, and we will email you if we expect a significant delay.
Can I cancel or change my order after placing it?
Contact us at hello@evarilo.com as soon as possible after placing your order. We will do our best to cancel or change it before it ships. Once an order has been dispatched, we are unable to change it — but you can return it under our 30-day Return & Refund Policy.
How long does delivery take?
Deliveries to the United States typically arrive within 7–15 business days after your order has been dispatched. During holiday seasons or other peak periods, delivery may take longer.
How can I track my order?
Once your order ships, we will email you a shipping confirmation with tracking information (where available). Please allow 48 hours for the tracking information to update after dispatch.
Do I have to pay customs duties or import fees?
No. All prices are listed in US dollars (USD). Standard taxes are included within the shipping and handling charges and are reflected in the total shown at checkout. No additional customs duties or import fees will be charged at the time of customs clearance or upon delivery.
What should I do if my order arrives damaged or incorrect?
Contact us at hello@evarilo.com within 7 days of delivery with photos of the item and the packaging, and we will investigate and resolve the issue. Damaged, defective or incorrect items are always eligible for a full refund, and we cover the return shipping cost for them.
How do I return an item?
You can return most items within 30 days of delivery as long as they are unused, in their original condition and packaging. Email hello@evarilo.com with your order number and the reason for the return, and we will confirm eligibility and send you the return instructions.
How long do refunds take?
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Who pays for return shipping?
If the return is due to a quality issue (a defective, damaged or incorrect item) or our error, we cover the cost. Otherwise, the customer is responsible for the cost of return shipping.
Do you ship internationally?
We currently ship to addresses within the United States.
How can I contact you?
Email us at hello@evarilo.com. We aim to respond within 2 business days. Visit our Contact Us page for more ways to reach us.
Are the decorations replaceable?
Gemstone ornaments mounted on the collar are magnetic and replaceable. Designs without mounted gemstone ornaments have fixed collar decorations. All hanging bead strands are replaceable. Check the individual product page for what is included; extra accessories are not included unless stated.
Are the crystals identical?
Natural crystals may vary slightly in color, pattern and appearance. These small differences are part of their natural character.
How do I find the right size?
Follow our measuring guide, then compare the measurement with the inner circumference range on the exact product page.