FAQ

Welcome to the Urreniioenu Customer Support and FAQ Center. This page provides answers to frequently asked questions regarding checkout, payments, shipping, order updates, tracking, and after-sales support.

If you need help with a specific purchase, please contact us at support@urreniioenu.com. To help our team locate your order quickly, include your order number and the email address used during checkout.

Checkout Promotions and Payments

• How do I use a discount code?
  After adding your selected products to the cart, continue to checkout. On mobile devices, you may need to select "Show order summary" to display the promotional code field. On desktop, the discount field is generally shown near the order total. Before submitting payment, please confirm that the discount has been successfully applied to your final order amount.
• Which payment methods do you accept?
  Available payment options may include PayPal, Apple Pay, Google Pay, Visa, MasterCard, American Express, and Diners Club. The payment methods displayed during checkout may vary depending on your location, device, payment provider availability, and other checkout conditions.
• How much does shipping cost?
  Urreniioenu currently charges a flat international shipping fee of $5.99 USD per order. Shipping charges and any applicable discounts will be displayed during checkout before payment is completed.

International Shipping and Tracking

• Do you ship internationally?
  Yes. Urreniioenu offers international delivery for products available through our Kitchen Harmony, Closet Comfort, and Everyday Home collections. Orders may be dispatched from different fulfillment locations depending on product availability, destination, and logistical requirements.
• How long does delivery take?
  Once an order has been processed and handed to the carrier, international transportation generally takes approximately 10 to 20 business days. Actual delivery times may vary because of customs procedures, carrier operations, the destination country or region, and other circumstances beyond our direct control.
• How can I track my order?
  After your order has been dispatched, you will receive an email containing the available tracking information. You may follow the shipment through the assigned carrier's website or through an international parcel tracking service such as 17TRACK.
• Why is my tracking information not updating?
  The first carrier scan may take approximately 24 to 48 hours to appear after shipment. Tracking updates can also pause temporarily while a parcel moves between transportation facilities, enters another country, or undergoes customs processing.
• Why did I receive only part of my order?
  Orders containing multiple products may occasionally be divided into separate shipments when inventory is stored at different fulfillment locations. This allows available items to be dispatched without waiting for the entire order to become available at one location. Separate packages may therefore have different tracking numbers and delivery dates.

Order Changes and Cancellations

• Can I change my shipping address?
  If you notice an error in your shipping address, please contact us as soon as possible at support@urreniioenu.com and use "Urgent: Address Change" as the email subject. Include your order number, checkout email address, and the complete corrected shipping address.
  
  We will make reasonable efforts to update the address if fulfillment has not progressed too far. Once a package has been dispatched, we may no longer be able to redirect it. In that situation, the customer may need to contact the carrier directly.
• Can I change the items in my order?
  If you need to request a change involving an item, variant, color, or quantity, email support@urreniioenu.com as soon as possible with "Urgent: Order Change" in the subject line.
  
  Changes can generally only be considered before the order has entered warehouse picking, packing, or fulfillment.
• Can I cancel my order?
  Cancellation requests may be considered for orders that have not yet been fulfilled or dispatched. Where applicable, a processing charge may apply.
  
  Once a package has been transferred to the shipping carrier, cancellation is generally no longer available and the shipment will continue to the delivery address provided at checkout.

Damaged Defective Missing or Incorrect Products

• What should I do if my item arrives damaged?
  If a product is damaged during transportation, please contact support@urreniioenu.com promptly. Include your order number, the email address used at checkout, clear photographs or a short video showing the damage, and photographs of the outer packaging and shipping label when available.
• What if I believe my item is defective?
  We aim to provide reliable home products throughout our Kitchen Harmony, Closet Comfort, and Everyday Home collections. If you believe an item contains a manufacturing defect, please send our support team your order number, a description of the issue, and clear supporting photographs or video so that the product can be reviewed.
• What should I do if I received the wrong item or something is missing?
  Please contact our customer support team as soon as possible. Include your order information together with photographs of the products received, the package contents, and the exterior packaging where relevant. This information helps us investigate possible fulfillment errors more efficiently.

Email Notifications and Order Communications

• I did not receive my order confirmation. What should I do?
  Please first check your spam, junk, or promotional email folders, as automated order messages may occasionally be filtered there.
  
  If you still cannot locate the confirmation, contact support@urreniioenu.com using the email address associated with your purchase. Our team can review the order and, where available, resend the relevant confirmation details.
• When will I receive my tracking email?
  A shipping notification is normally sent after your order has been dispatched. Depending on system processing and carrier updates, the tracking email may appear within approximately 24 to 48 hours after the shipment is prepared for dispatch.
  
  If you believe the notification is missing, please check your spam or junk folder before contacting customer support.

Still Need Assistance

If your question is not answered above, please contact our customer support team. Including your order number and the email address associated with the purchase will help us review your request more efficiently.

• Brand and Store Name: Urreniioenu
• Operating Company: Hongkong Starfish Capital Co., Limited
• Customer Support Email: support@urreniioenu.com
• Customer Service Number: +1 (574) 465-9018
• Registered Business Address: Shop 185, G/F, Hang Wai Industrial Centre, 6 Kin Tai Street, Tuen Mun, New Territories, Hong Kong