Frequently Asked Questions

Cartivou is a home décor shop. We focus on warm, timeless pieces — accent lighting, textiles, ceramics, wall art, and small furniture accents chosen to make a room feel more like home.

Start with the mood you want in the room, then match the scale and finish to what's already there. Each product page lists dimensions, materials and finish so you can compare against your space before ordering. If you're unsure, email us with a photo and rough measurements — we're happy to help.

Yes. Product photos are shot in natural light and we avoid heavy retouching. Screens vary, so tones can look slightly different on your monitor or phone than in your living room.

Very close, but not identical. Handmade and natural-material items (wood, stone, ceramic, woven textiles) carry small variations in grain, tone and pattern — that's part of what makes them feel warm rather than mass-produced.

Yes. Every product page includes dimensions in inches. If a measurement you need isn't shown, email support@cartivou.shop and we'll confirm before you order.

Slightly, yes. Natural materials and dye lots can shift a shade or two between batches, and your screen settings also play a role. We describe colors honestly and note any known variation on the product page.

Everything we sell is brand new, unused, and shipped in its original packaging.

We add new pieces regularly, usually in small seasonal drops rather than large restocks. Following us or checking back monthly is the best way to see what's new.

Most décor items arrive fully assembled. A few larger accent pieces may require light assembly — this is always noted on the product page, and any tools or instructions needed are included in the box.

We work with natural and durable materials — solid and engineered wood, ceramic, glass, metal, cotton, linen, jute and wool. Each product page lists the exact materials.

Care instructions ship with every order and are also listed on the product page. As a rule: dust wood and ceramics with a soft dry cloth, spot-clean textiles, and keep natural materials out of direct sunlight and moisture to help them age well.

Add the items you'd like to your cart, open the cart, and click Checkout. Enter your shipping address and payment details, review your order, and confirm. You'll see a confirmation screen with your order number.

We can usually adjust an order (address, size, item swap) if you reach us before it enters processing. Email support@cartivou.shop with your order number as soon as possible and we'll do our best.

Yes, as long as it hasn't shipped. Once tracking is active the order is on its way and can't be pulled back — in that case you can return it after delivery under our 14-day return policy.

You'll see an order confirmation page immediately after checkout, and a confirmation email will arrive within a few minutes at the address you provided.

Yes. Every order triggers an email confirmation with your order number, items, totals and shipping address. If you don't see it, check your spam folder or contact us.

It's in your confirmation email and on the checkout success page. It starts with the prefix CV followed by a unique reference. You'll need it — with the email used at checkout — to track your order.

Of course. You can add as many items as you like to a single order. Whenever possible we ship the order together to reduce packaging.

If something sells out after you order, we'll email you right away with two options — wait for a restock or receive a full refund. You're never charged for something we can't ship.

We currently ship within the United States only, including all 50 states.

Yes. Standard shipping is free on every order, with no minimum spend.

Most orders arrive within 4–7 business days: 1–2 business days for processing and 3–5 business days for transit. Business days are Monday–Friday, excluding U.S. holidays.

Orders are processed within 1–2 business days. Anything placed after 2:00 PM Central Time is processed the following business day.

You can track any order on our Track Your Order page using your order number and the email you used at checkout.

You'll get a shipping confirmation email with a tracking link as soon as your order leaves our facility, usually within 1–2 business days of placing it.

Not yet. Cartivou currently ships within the United States only. We'll announce international shipping on the site when it becomes available.

Carrier delays are rare but can happen during holidays or bad weather. If your tracking hasn't updated in more than 3 business days, email us and we'll open an inquiry with the carrier on your behalf.

If your tracking shows a package as lost or it hasn't arrived within a reasonable window after the estimated date, contact us. We'll investigate with the carrier and either resend the order or issue a full refund.

Email support@cartivou.shop within 7 days of delivery with your order number and clear photos of the item and the packaging. We'll arrange a free replacement or a full refund — whichever you prefer.

Yes. You can return most items within 14 days of delivery for a full refund, as long as they're in original condition and packaging.

You have 14 days from the delivery date to start a return.

Email support@cartivou.shop with your order number and the item(s) you'd like to return. We'll reply with a prepaid return label and simple instructions within one business day.

We do. Every return within the U.S. includes a free prepaid return label.

Yes — a prepaid return shipping label is included with every approved return, at no cost to you.

No. We don't charge restocking fees on any return.

Refunds are issued to your original payment method within 14 days of us receiving the returned item. Depending on your bank, funds may take a few extra business days to post to your statement.

The fastest way to exchange is to return the original item for a refund and place a new order for the replacement. This avoids delays if the new item is limited in stock.

Final-sale items, custom or personalized pieces, and items that have been used, washed, assembled, or damaged after delivery are not eligible for return. Any exclusions are clearly noted on the product page.

We accept all major credit and debit cards — Visa, Mastercard, American Express and Discover — as well as Apple Pay, Google Pay and Shop Pay where available at checkout.

Yes. Checkout runs over encrypted HTTPS and payments are processed by PCI-compliant providers. Cartivou never sees or stores your full card number.

All prices and charges are in U.S. dollars (USD).

Your card is charged at the moment you place the order, so we can reserve stock and begin processing.

Yes, occasionally. The most common reasons are an incorrect billing address, an expired card, insufficient funds, or your bank flagging the charge for review. Double-check your details or contact your bank and try again.

For security reasons, we don't receive the exact reason from your bank. If the issue continues, contact your card issuer — they can approve the charge in seconds.

Yes. Every successful order generates an email receipt with the amount charged, the last four digits of the card used, and a full order summary.

Refunds always go back to the original payment method used at checkout. We can't refund to a different card or account.

No. You can complete a full order as a guest — no account required.

Yes. Guest checkout is available at all times. You'll still receive an order confirmation and tracking email at the address you provide.

If you need to change the email tied to an active order, contact support@cartivou.shop before it ships and we'll update it for you.

Yes, as long as the order hasn't entered processing. Email us with your order number and the new address as soon as possible.

Not at this time. Cartivou uses guest checkout only — you'll receive an order confirmation and tracking email at the address you provide, and you can track your order anytime from the Track Order page.

You can reach us by email at support@cartivou.shop or by phone at +1 531-299-1480. Email is usually the fastest way to get a detailed reply.

Our support team is available Monday–Friday, 9:00 AM – 6:00 PM Central Time, excluding U.S. holidays.

We reply to every email within one business day, and usually much sooner during business hours.

Yes. You can call us at +1 531-299-1480 during business hours. If we're on another line, leave a voicemail and we'll call you back the same business day.

No. Cartivou is an online-only retailer and does not operate a public retail store — customer visits, walk-ins, and in-person shopping are not available. Our business operations and returns address (The Mailroom, 5062 S 108th St, Omaha, NE 68137, United States) is used for business operations, inventory storage, order processing, customer correspondence, and authorized returns. For any question, please email support@cartivou.shop or call +1 531-299-1480.