FAQ
Orders
How long does order processing take?
We normally prepare orders within 1–3 business days. Weekends and public holidays are not counted as business days. If an item needs additional time, we will contact you before dispatch.
Can I cancel or change an order?
Email service@pebblemora.com within 12 hours of placing the order. We will try to help if fulfilment has not started. Once an order has entered fulfilment, a change or cancellation may no longer be possible, but the return process remains available after delivery where eligible.
Shipping
How much is shipping?
Standard shipping is free when the merchandise subtotal is USD $49 or more after discounts and before taxes. Orders below USD $49 are charged a flat USD $6.99 standard shipping fee.
When should my order arrive?
After processing, estimated transit is 5–10 business days for the United States, Canada, the United Kingdom, Australia and New Zealand; 7–14 business days for European destinations; and 10–20 business days for other supported destinations. These are estimates rather than guaranteed delivery dates.
Where do orders ship from?
Orders are dispatched from our own or contracted fulfilment facilities selected for product availability and destination. A shipment may cross an international border. We do not claim local dispatch when it does not apply.
How do I track an order?
When tracking becomes available, we email the carrier and tracking number to the address used at checkout. Tracking may take up to 72 hours after the dispatch email to show its first scan.
Returns and refunds
What is the return window?
You may request an eligible return within 30 calendar days after confirmed delivery. The item must be unused, uninstalled and returned with all original parts, packaging and documentation.
How do I start a return?
Email service@pebblemora.com with your order number, the reason for the request and clear photographs when the item is damaged, defective or incorrect. Do not send a return to our registered office. After approval, we provide the correct return-warehouse address and instructions.
Who pays return shipping?
Customers pay return shipping for preference-based returns, such as a change of mind. pebblemora pays reasonable return or replacement costs for verified damage, defect or an incorrect item.
When will I receive a refund?
After the approved return is received and inspected, refunds are issued to the original payment method within 5–10 business days. Your bank or payment provider may need additional processing time.
Support
Guangzhou Hongjian Trading Co., Ltd.
Room B402, 4th Floor, Building 1, No. 2 Xiamao Nanyue Commercial Street, Baiyun District, Guangzhou, Guangdong, China
Email: service@pebblemora.com
Telephone: +44 1568 6202531
Service hours: Monday–Friday, 9:00 AM–6:00 PM (GMT+8)