Frequently Asked Questions

Contact us as soon as possible at support@kaelvorny.com. We can only change or cancel an order before it has been processed or handed to the carrier.

Available secure payment options are displayed during checkout. The exact methods may vary by your country or region.

Enter the code in the discount field at checkout and select Apply. Make sure the code is entered exactly as provided and does not include extra spaces.

Please check your spam or junk folder and confirm that the email address entered at checkout is correct. If you still cannot find it, email us with your name and order details.

Orders are generally processed within 1–2 business days. Shipping usually takes 10–20 business days, depending on the destination, customs procedures, and local carrier conditions.

Once your order ships, you will receive a shipping confirmation email containing your tracking number or tracking link.

We provide tracked shipping to supported international destinations. Available destinations and shipping charges are shown at checkout.

Tracking updates can occasionally pause while a parcel is moving between facilities or clearing customs. If there has been no update for an extended period, contact us and include your order number.

Contact us immediately. An address can only be changed before the order is processed or shipped, and changes cannot be guaranteed.

For orders delivered in the United States, contact us within 15 days of delivery to request a return or exchange. Returns are accepted by mail. Do not send a product back before receiving authorization and the correct return instructions from our support team.

We accept eligible returns of both defective and non-defective products. Products must be new and unused and must be returned with their original packaging, accessories, and proof of purchase. Products that arrived damaged or defective are also eligible, provided they have not been used beyond what is reasonably necessary to inspect the problem.

Returns must be sent by mail. Contact support@kaelvorny.com before mailing the product so that we can confirm your eligibility and provide the authorized return instructions. Please return the product with its original packaging, accessories, and proof of purchase.

A free return shipping label is included in the package for all eligible returns. Use the provided label and follow our authorized return instructions when mailing the product. No restocking fee will be charged.

No. We do not charge a restocking fee for eligible returns.

After the returned product is received and inspected, approved refunds are issued to the original payment method. Refund processing may take up to 30 days after approval.

Yes. We accept exchanges for eligible new and unused products when requested within 15 days of delivery. Exchanges are subject to product availability. Contact support@kaelvorny.com before mailing the product.

Email support@kaelvorny.com promptly with your order number and clear photos of the product, external packaging, and shipping label. Keep all packaging until our team has reviewed your request. Damaged, defective, and incorrect products are accepted for an eligible return or exchange.

No. All Kaelvorny decanters are sold empty. Alcohol and beverages shown in product photography are for presentation only and are not included.

Rinse by hand with lukewarm water and a small amount of mild dish soap. Use a soft bottle brush if needed, rinse thoroughly, and allow the decanter to air-dry completely.

Hand washing is strongly recommended. High dishwasher temperatures and strong detergents may damage decorative finishes, seals, or detailed components.

Most decanters can hold other non-carbonated spirits. Avoid hot liquids, carbonated beverages, and liquids that may react with decorative components.

Minor variations in color, texture, or small air bubbles can occur in sculptural glass and do not normally affect the decanter’s function. They help make each piece visually distinctive.