Frequently Asked Questions

Account:

Is registration required before placing an order?
Registration is not mandatory for placing orders. However, we recommend creating an account so you can easily track your order details.
How do I register?
Navigate to the "My Account" page or click the "Account" button at the top right of sonapve.com. Then, enter your email address and password as prompted.
What should I do if I have forgotten my password?
If you have forgotten your password, simply click the "Forgot password?" link on the login page and enter your email address. You will shortly receive an email with instructions on how to reset your password.
What should I do if I cannot log in to my account?
Carefully check your login details to ensure the email address matches the one used during registration and that the password is correct. Also, make sure your web browser accepts cookies. If you continue to experience issues accessing your account, please contact us for further assistance.

Products:

How do I choose the right product size?
We recommend carefully reviewing the size information provided on each product page and consulting the detailed measurements to determine the right size for you, as sizing can vary between our different items.

Order Processing and Shipping:

Delivery time consists of order processing time and shipping time. When you order products from us, the processing time is 2 to 5 business days (excluding weekends and public holidays), followed by a shipping time of 7 to 15 business days (excluding weekends and public holidays). Consequently, you can expect to receive your order within 9 to 20 business days (excluding weekends and public holidays). How can I cancel an order?
You can cancel your order as long as it has not yet been shipped; in this case, you will receive a full refund. Once an order has been shipped, cancellation is no longer possible.

Tracking and Payment:

How do I get my tracking number?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
Which payment methods are accepted?
We accept payments via PayPal as well as credit cards from VISA, Mastercard, Diners Club, American Express, and Discover. For further inquiries, please feel free to contact us:

Email: service@qlivs.com

Service hours: Mon – Fri 08:00 – 17:00 (UTC+8)