Frequently Asked Questions
Find helpful information about Averozaral™ scented candles, reed diffusers, home fragrance, fragrance sets, orders, shipping, tracking, returns, refunds, product care and customer support.
Who operates Averozaral™?
Averozaral™ is owned and operated by Shanghai Zhaoduzhu Network Technology Co., Ltd. The company operates averozaral.com and provides customer support for purchases made through the official Averozaral™ online store.
What does Averozaral™ sell?
Averozaral™ specializes in premium home fragrance, including scented candles, reed diffusers, home fragrance and curated fragrance sets designed to bring scent, atmosphere and character into everyday spaces.
Will every product look exactly like the photographs?
We aim to represent our products as accurately as possible. Minor differences in color, glass finish, wax appearance, reeds, packaging or decorative details may occur between production batches. Colors may also appear slightly different depending on your screen and display settings.
Can fragrance smell different from person to person?
Yes. Fragrance perception is naturally subjective and can vary depending on personal preference, room size, airflow, temperature and surrounding scents. Our fragrance descriptions are intended to communicate the overall character and atmosphere of each scent.
How should I choose a fragrance?
Consider the atmosphere you would like to create. Fresh and airy fragrances can complement bright, open spaces, while woody, amber, floral or warmer compositions can create a softer and more intimate atmosphere.
Are Averozaral™ products suitable for gifting?
Yes. Averozaral™ candles, diffusers and fragrance sets are designed to work beautifully as gifts for birthdays, housewarmings, holidays, anniversaries and other special occasions.
How long does order processing take?
Orders are normally prepared for dispatch after payment confirmation. Processing times may vary depending on product availability, order volume, weekends, holidays and peak shopping periods. You will receive shipping information once your order has been dispatched.
How long does standard delivery take?
Estimated standard delivery time is generally 10–15 business days after dispatch. Delivery times may vary slightly depending on destination, carrier conditions, customs processing, peak periods or circumstances outside our reasonable control.
How much does shipping cost?
Available shipping methods and applicable shipping charges are calculated and displayed during checkout before payment is completed. Costs may vary depending on your destination and order.
Where are orders shipped from?
Depending on product availability, inventory location and destination, orders may be fulfilled from our facilities or designated fulfillment partners. The shipping origin may differ from our registered business address.
Will I receive tracking information?
Where tracking is available, shipping or tracking information will normally be sent to the email address provided during checkout after your order has been dispatched.
What should I do if tracking stops updating?
Please contact service@averozaral.com with your order number. Our customer care team can review the available shipment information and assist with the next appropriate step.
What if tracking says “Delivered” but I cannot find my package?
Please first check your delivery area, mailbox, building reception, household members and nearby safe locations. If the package still cannot be located, contact us with your order number so our team can review the available delivery information.
Can I cancel or change an order?
Please contact us as soon as possible. We will make reasonable efforts to update or cancel an order before fulfillment begins, but changes cannot be guaranteed once an order has entered processing or has been shipped.
Can I return an item?
Eligible products may be returned subject to the conditions stated in the Return & Refund Policy published on averozaral.com. Eligibility may depend on the product type, condition and circumstances of the return.
How do I request a return?
Email service@averozaral.com with your order number, the item you wish to return, the reason for your request and any relevant photographs or videos where appropriate.
Where should I send my return?
Please do not automatically send returns to our registered business address. Once your return request has been reviewed and approved, our customer care team will provide the appropriate return instructions and return destination.
Who pays for return shipping?
Return shipping responsibility depends on the reason for the return and the conditions stated in our Return & Refund Policy. If an attributable product or fulfillment error is confirmed, our customer care team will advise you of the appropriate solution.
How long does an approved refund take?
Once an approved return has been received and reviewed, an eligible refund will be initiated to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.
What if my item arrives damaged or incorrect?
Please contact us promptly with your order number, a description of the issue and clear photographs or videos of the product and packaging. Once reviewed, our customer care team will advise you of the appropriate next step.
How should I care for my scented candle?
Always follow the care and safety instructions supplied with your candle. Place it on a stable, heat-resistant surface and keep it away from drafts, children, pets and flammable materials. Never leave a burning candle unattended.
How can I get the best performance from a reed diffuser?
Place your diffuser on a stable surface away from direct sunlight and excessive heat. Fragrance intensity may vary depending on room size, airflow, temperature and the number of reeds being used.
Should fragrance products be kept away from children and pets?
Yes. Home fragrance products should be kept out of reach of children and pets and used only as directed. Do not ingest fragrance oils or liquids and avoid direct contact with eyes and other sensitive areas.
What should I do if fragrance liquid spills?
Wipe up spills promptly and follow the care instructions supplied with the product. Fragrance oils may affect certain painted, polished, porous or delicate surfaces, so prolonged contact should be avoided.
Where should I place my home fragrance?
Choose a stable location appropriate for the product. Reed diffusers work well in areas with gentle airflow, while candles should always be placed on stable, heat-resistant surfaces away from drafts and flammable materials.
Why does fragrance intensity vary between rooms?
Fragrance performance can be influenced by room size, ceiling height, ventilation, temperature, humidity, open windows and other scents already present in the space. A fragrance may therefore feel stronger in one room and softer in another.
How can I contact Averozaral™?
You can contact our customer care team by email at service@averozaral.com or by phone at +86 158 0704 6302 .
What information should I include when contacting support?
For questions about an existing purchase, please include your order number and the email address used at checkout. If you are reporting a product or delivery issue, photographs or videos may also help us review your request more efficiently.
What are your customer service hours?
Averozaral™ customer service is available daily from 8:00 AM to 10:00 PM. You may email us at any time, and our team will review your enquiry during customer service hours.
Where can I find official Averozaral™ information?
Our official website is averozaral.com. Product information, customer care details and store information published through the official Averozaral™ website should be used as your primary reference.
Still need help?
Contact Averozaral™ customer care with your order number or a clear description of your question. Our customer service team is available daily from 8:00 AM to 10:00 PM.