FAQ

Shopping With Fenruna

This page answers common questions about our home storage and organisation products, checkout, delivery, order changes, and customer support.

For further assistance, contact service@fenruna.com. If your enquiry concerns a purchase, include your order number and the email address used at checkout.

Orders and Payments

How do I apply a discount code?

Add your selected products to the basket and continue to checkout. Enter the code in the promotional or discount code field before paying.

If the code is accepted, the discount should appear in your order summary. Please review the final total before completing the purchase.

If a code appears to meet its published conditions but is not accepted, contact our team so we can help check it.

Which payment methods can I use?

The payment methods available for your transaction are shown at checkout. Depending on your location, device, and provider availability, options may include:

  • PayPal

  • Visa

  • Mastercard

  • American Express

  • Other supported credit and debit cards

  • Apple Pay

  • Google Pay

Payments are generally handled by independent payment service providers. Please refer to checkout for the options available for your order.

Shipping Coverage and Fees

Where does Fenruna ship?

We currently accept orders for eligible delivery addresses within the United States.

To check whether delivery is available, enter your complete address at checkout. Availability depends on carrier coverage and any restrictions affecting the destination.

What are your standard shipping charges?

Shipping fees for eligible U.S. orders are based on the order subtotal.

Order Subtotal Standard Shipping Fee
$0.00–$38.99 $3.99
$39.00 or more Free

The applicable shipping charge is displayed at checkout before you submit your purchase.

Processing and Arrival Estimates

How long should I allow for my order to arrive?

Orders go through preparation before they are handed to a shipping provider. Our usual estimates are:

Stage Estimated Duration
Order processing 1–5 business days
Standard shipping after dispatch 10–20 business days
Total estimated timeframe 11–25 business days

These timeframes are estimates rather than guaranteed arrival dates.

Actual timing may vary because of carrier schedules, seasonal demand, weather, transport disruptions, the destination, or other logistical circumstances.

Will I receive a dispatch notification?

We will generally send an email to your checkout email address once your order has been dispatched and shipment information is available.

Where available, the message will include a tracking number or a link to the carrier’s tracking service.

Tracking Your Delivery

How can I check my shipment’s progress?

Open the tracking link in your dispatch email or use the tracking number with the relevant carrier.

New tracking details may take time to appear while the parcel is registered or receives its first scan.

Why has the tracking information stopped updating?

A carrier may not record an event at every stage of the journey. Your parcel may be travelling between facilities or awaiting another scan.

A temporary gap in tracking does not necessarily mean that the shipment has stopped moving.

If the tracking remains unchanged for an unusually long period, email service@fenruna.com with your order number so we can check the available information.

Can items from one order arrive separately?

Yes. Products may be shipped in separate parcels when they are prepared at different fulfilment locations or need different delivery arrangements.

Separate shipments may have their own tracking references.

Order Confirmations and Emails

I have not received an order confirmation. What should I do?

Check the email account used at checkout, including spam, junk, promotions, and other filtered folders.

If the confirmation is still missing, contact us with your checkout email address and any available transaction reference. These details can help us locate your purchase.

When will I receive tracking information?

Tracking details are generally sent after order processing has finished and shipment information becomes available.

Our normal processing estimate is 1–5 business days. If this period has passed without a dispatch notification, contact our support team for an update.

Changing or Cancelling an Order

How do I fix an incorrect delivery address?

Email service@fenruna.com as soon as possible and provide:

  • Your order number

  • The email address used at checkout

  • Your complete corrected delivery address

We will make reasonable efforts to update the address before dispatch. Once a parcel has been handed to the carrier, a correction may no longer be possible.

Can I change a product or quantity after ordering?

An amendment may be possible while the order is still in the early stages of processing.

Tell us which item you ordered and describe the change you need. We can check whether the product, size, colour, configuration, quantity, or other eligible details can still be updated.

Changes cannot be guaranteed once fulfilment has begun.

How can I request cancellation?

Contact customer support promptly with your order number and a clear cancellation request.

Cancellation is generally easier before packing or dispatch. If fulfilment has advanced or shipping has started, cancellation through our normal order process may no longer be available.

For items already shipped, you may request an eligible return after delivery under our Return & Refund Policy.

Any mandatory cancellation or withdrawal rights remain unaffected.

Selecting the Right Storage Product

Where can I find product specifications?

Please start with the individual product page. Depending on the item, it may contain:

  • Descriptions and photographs

  • Materials, colours, and finishes

  • External dimensions and usable internal measurements

  • Storage capacity and compartment arrangements

  • Closures and access features

  • Available sizes or configurations

  • Assembly or installation requirements

  • Recommended load limits, where specified

  • Included accessories, fittings, and quantities

  • Instructions for use, cleaning, and care

  • Packaging details

Contact us before purchasing if an important specification needs clarification.

How do I check whether a product will fit my space?

Measure the width, depth, and height of the intended location, then compare these measurements with the product listing.

Allow enough clearance to open lids, extend drawers, operate doors, or use other moving parts.

If the product will sit inside a cupboard, wardrobe, or another piece of furniture, check both the internal space and the opening through which it must pass.

Consider the dimensions and weight of the belongings you intend to store. Follow any stated load limits, assembly requirements, and placement guidance.

If a necessary measurement or suitability detail is missing, ask our team before ordering.

Do your products require assembly or installation?

Requirements vary between items. Check the listing for assembly instructions, installation details, supplied fittings, and any tools or additional components needed.

Before installation, confirm that the intended location or mounting surface is suitable and follow the instructions provided.

Why might an item look slightly different from its photographs?

Lighting, photography, screen settings, and colour calibration can change how colours, textures, and finishes appear.

Packaging updates and reasonable manufacturing variations may also result in minor differences.

A small visual variation does not automatically indicate a defect or an incorrect item. If the product differs materially from your order or its description, contact us for review.

Issues After Delivery

What should I do if an item arrives damaged?

Notify our support team as soon as reasonably possible.

Where relevant and available, include:

  • Your order number

  • Your checkout email address

  • Clear photographs or a short video showing the issue

  • Photographs of the outer packaging

  • A photograph of the shipping label

We will assess the information and explain the next steps under our Return & Refund Policy and applicable consumer protection requirements.

What if I receive the wrong product, size, or colour?

Send us your order details and explain how the delivered item differs from what you purchased.

Where possible, attach photographs of the product, identifying labels, and relevant packaging. We will compare these details with the order records and assist with the appropriate next steps.

How do I report a missing item or component?

Contact us with your order number and identify the missing product, fitting, accessory, or component.

If possible, include photographs of the contents and packaging you received.

Our team can check whether a separate parcel is still on its way or whether the matter needs further investigation.

Returns and Refunds

How do I start a return request?

Review our Return & Refund Policy for eligibility conditions, request deadlines, and return procedures.

Then email service@fenruna.com with:

  • Your order number

  • The item you wish to return

  • A short explanation of the request

Please contact customer support for return instructions before mailing a parcel. Our registered business address is not automatically the correct return destination.

These procedures do not limit mandatory consumer rights.

When will my refund appear?

Timing depends on the circumstances, including whether a return is needed, the returned item’s condition, the reason for the request, and the original payment method.

Approved refunds are processed in accordance with our Return & Refund Policy.

Once a refund has been issued, your bank, card issuer, or payment provider may require additional time to show the credit.

Contact us with your order details if you need help checking a pending refund.

Customer Support Availability

When can I contact your team?

Customer Support Days: Monday through Friday

Typical Initial Email Response: Within 24–48 business hours

This estimate applies to our first reply. A resolution may take longer if we need additional information or assistance from a carrier or fulfilment provider.

Public holidays, promotional periods, and seasonal enquiry volumes may also affect response times.

Company and Contact Information

Fenruna is an online home storage and organisation retailer operated by Handan Haoshoujia Technology Co., Ltd.

For product questions or assistance with payments, orders, shipping, and after-sales requests, use the details below.

Brand / Store Name: Fenruna

Business Category: Online Retail of Home Storage and Organisation Products

Operating Company: Handan Haoshoujia Technology Co., Ltd.

Registered Business Address:

Room 1002, Unit 1, Building 3, Sunshine Apartment, No. 150 Shuiyuan North Road, Hanshan District, Handan City, Hebei Province, China

Customer Support Email:

service@fenruna.com

Customer Support Telephone:

+8613321191766

Support Days: Monday–Friday

Estimated Initial Email Response: Within 24–48 business hours

Handan Haoshoujia Technology Co., Ltd. oversees Fenruna’s website operations, order administration, fulfilment coordination, customer communications, and related after-sales support.

Please include your order number when contacting us about a purchase so that we can locate the relevant records and review your enquiry.

Thank you for choosing Fenruna.