At 𝑲𝒛𝒆𝒏𝒗𝒊𝒓𝒐™, we want you to understand your payment total, order status, and how to get help with payment issues after choosing your rug.

This website is owned and operated by Guangzhou Xiangshang Network Technology Co., Ltd., which is responsible for product sales and related customer service through this website.

1. Available Payment Methods

Currently supported payment methods are displayed at checkout. The options available to you may vary depending on your country or region, payment currency, and the availability of payment services.

Please complete your purchase through this website’s official checkout process. If a payment method is not displayed at checkout, do not assume it is supported.

To verify payment-related information, use the official contact channels listed on our Contact Us page.

2. Review Your Order Before Paying

A rug’s dimensions, shape, and pattern affect how it fits into your space. Before submitting payment, please review:

• The product name, design, and selected options;

• The rug’s dimensions, shape, color, and quantity;

• The recipient’s name, complete shipping address, and phone number;

• The email address for order notifications;

• Product charges, discounts, shipping fees, applicable taxes, and the final total;

• The payment currency and selected payment method.

Refer to the specifications listed on the product page. Furniture and other decorative items shown in lifestyle photos are not included unless explicitly stated in the listing.

If any information is incorrect, return to the relevant step and update it before submitting payment.

3. Prices, Currency & Additional Charges

Please review product prices and checkout totals in the currency displayed. Before confirming payment, you can check applicable discounts, shipping charges, and listed taxes at checkout.

If your payment account’s billing currency differs from the order currency, your card issuer or payment provider may convert the amount and charge related fees. Exchange rates and these charges are determined by the relevant provider.

For international shipments, please also review the Shipping Policy for information about import charges and customs responsibilities. Do not assume every potential charge is included in the listed product price.

4. Payment Status & Order Confirmation

After submitting payment, review the checkout result and check your email for order notifications.

An order confirmation email allows you to review the products and shipping details, but it does not mean your package has shipped. Please refer to the shipping notification for dispatch status and tracking information.

If you do not receive an order email, check your spam or junk folder. If you still cannot confirm whether the order was successful, contact customer support before trying again to avoid placing duplicate orders.

Some payments may require additional verification. If the payment page indicates that verification is incomplete, follow the relevant payment provider’s instructions.

5. Failed Payments, Pending Charges & Suspected Duplicate Charges

If your payment is unsuccessful

Check that your billing information is correct, sufficient funds or available credit are present, and any required verification has been completed. If necessary, contact your card issuer or payment provider for the specific reason.

If your account shows a pending amount

A pending transaction may be a payment authorization rather than a completed charge. Review it alongside your order status and the payment provider’s records. The relevant provider determines how long an authorization is held and when it is released.

If you suspect a duplicate charge

First, check whether multiple orders were created and whether the transactions are completed charges or pending authorizations. You may provide your order number, payment time, amount, and a redacted transaction screenshot so customer support can help locate the records.

Do not expose your full card number, security code, account password, or verification codes in screenshots.

6. Payment Security & Personal Information

Please use a payment account you are authorized to use and complete checkout on a trusted device and network.

If the payment process redirects you to a payment provider’s or card issuer’s verification page, check the page details and follow that provider’s instructions.

Our customer support team will not ask you to provide the following by email, phone, or chat:

• Your full payment card number or card security code;

• Your bank account or payment account password;

• SMS verification codes or one-time authentication codes;

• Other confidential credentials used to access your payment account.

When requesting payment assistance, provide only the information needed to investigate the issue. Please review our Privacy Policy for details about the collection and use of personal information and your related rights.

If you receive an unusual payment request using our brand name, verify it through the contact details published on our website before taking action. Do not transfer money based solely on instructions in an unfamiliar email or message.

7. Order Cancellations & Refunds

If you need to change or cancel an order after paying, contact customer support as soon as possible. Whether we can accommodate the request depends on the order’s status. Please wait for confirmation from customer support.

Eligible refunds are handled in accordance with our Return & Refund Policy. Refunds are generally issued to the original payment method. If restrictions prevent a refund through that method, we will discuss an available alternative with you.

The date we process a refund may differ from the date the funds appear in your account. The posting time also depends on your card issuer’s or payment provider’s procedures.

8. What Information Should You Have Ready?

To help us investigate a payment issue, please have your order number, checkout email address, payment date, amount, and any error message displayed on the payment page available.

We can help review order and payment records associated with this website. Questions about account restrictions, declined transactions, exchange rates, or bank fees may also require assistance from the relevant payment provider.