🕯️ Frequently Asked Questions 🏰
Find useful information about Dornqiva™ sculptural candles, gothic-inspired designs, fragrance, candle care, orders, payments, processing, shipping, tracking, returns, refunds, cancellations, and customer support.
Products & Design
01
Who operates Dornqiva™?
Dornqiva™ is owned and operated by Qicai Lizhi (Shenzhen) Culture Co., Ltd.
The company is responsible for operating the Dornqiva™ online store and providing customer support for purchases made through the store.
02
What does Dornqiva™ sell?
Dornqiva™ specializes in Medieval Gothic Sculptural Candles inspired by dark romantic interiors, old European architecture, antique ceremonial objects, baroque ornament, cathedral details, ravens, roses, gargoyles, chalices, crowns, and manor-house imagery.
Our collection is designed to function as both:
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Decorative sculptural objects
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Atmospheric candles for the home
03
Are Dornqiva™ candles intended only for burning?
No.
Many Dornqiva™ candles are designed to remain visually distinctive even when unlit.
Their sculptural forms allow them to be displayed on:
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Mantels
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Bookshelves
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Console tables
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Dining tables
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Bedside tables
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Display cabinets
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Reading corners
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Gothic or vintage-inspired interiors
You may choose to display the candle decoratively or burn it according to the applicable candle-care instructions.
04
Will every candle look exactly like the product photographs?
We make reasonable efforts to represent each product accurately.
However, minor differences may occur in:
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Wax tone
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Surface texture
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Decorative details
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Finish
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Small sculptural features
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Photography and lighting appearance
Screen settings may also affect how colors appear.
Small variations that remain consistent with the overall product design are not necessarily considered defects.
05
What makes Dornqiva™ designs different?
Dornqiva™ focuses on expressive sculptural forms rather than conventional candle silhouettes.
Our collection draws inspiration from:
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Gothic cathedrals
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Medieval reliquaries
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Baroque crowns
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Old castle windows
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Antique wax seals
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Ravens and serpents
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Dark roses
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Gargoyles
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Venetian masquerade forms
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Historic manor architecture
Each product is intended to have its own recognizable shape and visual identity while remaining part of the same Dornqiva™ world.
06
Do Dornqiva™ candles have different fragrances?
Yes.
Different designs may be paired with different fragrance directions to complement their visual character.
Examples within the collection may include notes such as:
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Dark Cherry
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Amber
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Cedar
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Frankincense
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Black Rose
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Oud
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Plum
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Clove
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Smoked Vanilla
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Patchouli
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Sandalwood
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Violet
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Tonka
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Oakmoss
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Mahogany
Please review the individual product page for the fragrance profile of the candle you are purchasing.
07
How should I burn a sculptural candle safely?
Always follow the care instructions supplied with the product.
As a general precaution:
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Never leave a burning candle unattended
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Keep candles away from children and pets
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Keep the candle away from curtains, paper, fabrics, and other flammable materials
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Place the candle on a stable, heat-resistant surface
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Allow adequate space around the candle
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Avoid moving the candle while wax is hot or melted
Because sculptural candles have irregular shapes, wax may melt differently from conventional container candles.
Orders & Payment
08
What currency does Dornqiva™ use?
All prices and transactions are processed in:
United States Dollars (USD).
If your payment account uses another currency, your bank or payment provider may apply its own currency conversion rate or related fees.
09
What payment methods are available?
Available payment methods are displayed during checkout.
Depending on availability, these may include:
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PayPal
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Supported credit cards
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Supported debit cards
Payments are processed through authorized third-party payment providers.
Dornqiva™ does not require customers to send complete payment-card details to our customer-service team.
10
How long does order processing take?
Orders are normally processed within:
2–4 business days after payment confirmation.
Processing may include:
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Order verification
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Product preparation
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Quality checks
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Protective packaging
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Shipping preparation
During holidays, promotional periods, New Year, or unusually high order volume, processing may require up to:
5 business days.
11
Can I change or cancel my order?
If you need to request a cancellation, address correction, or order modification, please contact:
as soon as possible.
We recommend contacting us within:
12 hours after placing your order.
We will make reasonable efforts to accommodate the request before fulfillment progresses too far.
Once an order has already been packed or dispatched, modification or cancellation may no longer be operationally possible.
Shipping & Delivery
12
How much does shipping cost?
Our standard shipping fee is:
US$5.99 per order
unless a different amount is clearly displayed during checkout before payment is completed.
13
How long does delivery take?
Estimated delivery time begins after dispatch.
| Destination | Estimated Delivery Time |
|---|---|
| United States | 10–15 business days |
| Canada | 11–16 business days |
| United Kingdom | 11–16 business days |
| Australia | 11–16 business days |
| Other Supported Destinations | 15–20 business days |
These are estimated transit times and not guaranteed delivery dates.
Actual delivery may vary because of carrier conditions, customs processing, destination location, public holidays, weather, or other circumstances.
14
Where are Dornqiva™ orders shipped from?
Depending on:
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Inventory availability
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Product location
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Customer destination
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Fulfillment requirements
orders may be fulfilled from our own or partner fulfillment facilities.
The shipment origin may therefore be different from our registered company address.
15
Will I receive tracking information?
Yes, where tracking is available.
After your order has been dispatched, shipping confirmation and tracking information will normally be sent to the email address provided during checkout.
Tracking may require approximately:
1–3 business days
to begin showing carrier movement after the tracking number has been created.
16
What should I do if my tracking stops updating?
If tracking has not changed for an extended period, contact:
Please provide:
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Your order number
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Tracking number
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A brief description of the issue
We will review the available shipping information and, where appropriate, work with the relevant logistics provider.
17
What if tracking shows “Delivered” but I cannot find the parcel?
First check:
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Your mailbox
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Front door or delivery area
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Other safe delivery locations
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Household members
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Neighbors where appropriate
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Reception, concierge, or building mailroom
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The carrier's available delivery information
If the parcel still cannot be located, contact us at:
A tracking status showing “Delivered” does not automatically prevent us from reviewing your claim.
18
What happens if my parcel is lost in transit?
If tracking has not updated for an extended period or there is evidence that the shipment may have been lost, contact us.
If the shipment is confirmed as lost, we will provide an appropriate solution, which may include:
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Replacement shipment
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Refund
The appropriate resolution will depend on the circumstances of the order.
Returns & Refunds
19
What is the Dornqiva™ return period?
Eligible Dornqiva™ products may be returned within:
180 calendar days after delivery.
For a standard preference-based return, the product should generally remain:
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Unused
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Unburned
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In substantially the same condition as received
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In its original packaging where reasonably available
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Accompanied by valid proof of purchase
Full requirements are explained in our Return & Refund Policy.
20
How do I request a return?
Contact:
and provide:
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Your full name
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Order number
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Product name
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Reason for return
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Relevant photos or videos where applicable
Please wait for return instructions before shipping the product.
21
Where should I send my return?
Do not automatically send returns to our registered business address.
Our company registration address is not necessarily the return warehouse for every order.
After an eligible return has been reviewed and approved, customer support will provide:
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The appropriate return destination
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Return instructions
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Any additional information required
22
Who pays for return shipping?
For an approved preference-based return, the customer is generally responsible for return shipping costs.
Examples may include:
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Changing your mind
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Ordering the wrong item
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Deciding the design does not suit your décor
If the item is confirmed to have arrived:
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Damaged
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Defective
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Incorrect
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Materially different from its description
Dornqiva™ will provide an appropriate solution without requiring the customer to bear additional costs caused by that confirmed issue.
23
What should I do if my candle arrives damaged or incorrect?
Please contact us as soon as reasonably possible at:
Include:
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Your order number
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Product name
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A description of the issue
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Clear photographs or video where relevant
After review, an appropriate solution may include:
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Replacement
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Refund
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Merchant-covered return
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Another reasonable resolution
24
Can a candle still be returned after it has been burned?
For a standard preference-based return, a candle that has already been burned, significantly melted, altered, or substantially used will generally not qualify.
This does not remove your rights if the product arrived defective, damaged, incorrect, or materially different from its description.
25
How long does an approved refund take?
After an authorized return has been received and inspected, approved refunds are generally issued to the original payment method within 5–10 business days.
Your bank, PayPal, card issuer, or other payment provider may require additional time to show the refund in your account.
If more than 15 business days have passed after we notified you that the refund was approved and you still cannot see it, contact:
Customer Support
26
How can I contact Dornqiva™?
For assistance with:
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Products
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Orders
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Payments
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Shipping
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Tracking
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Cancellations
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Returns
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Refunds
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Damaged or incorrect items
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Privacy questions
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General customer service
please contact:
Email: service@dornqiva.com
Phone: +86 13554826640
When contacting us regarding an existing order, please include your order number whenever possible.
27
What are Dornqiva™ customer support hours?
Our store-wide customer support hours are:
Business Hours: 9:00 AM – 10:00 PM
Messages received outside these hours will be reviewed during the next available support period.
Still Need Help?
If you cannot find the answer you need above, contact the Dornqiva™ customer support team.
Providing your order number and a clear description of your question will help us review your request more efficiently.
Email: service@dornqiva.com
Phone: +86 13554826640
Business Hours: 9:00 AM – 10:00 PM
🌹 Company Details 🏰
Business Information
Brand Name: Dornqiva™
Legal Company Name: Qicai Lizhi (Shenzhen) Culture Co., Ltd.
Legal Representative: Tan Xiaolong
Unified Social Credit Code: 91440300MAEG0NE09U
Business Address: Room 306, Jinhui Building, No. 5, East 8th Lane, Changkeng Road, Bantian Community, Bantian Subdistrict, Longgang District, Shenzhen, Guangdong, China
Customer Support Email: service@dornqiva.com
Customer Support Phone: +86 13554826640
Customer Service Hours: 9:00 AM – 10:00 PM
Dornqiva™ is owned and operated by Qicai Lizhi (Shenzhen) Culture Co., Ltd.