FAQ

What is the delivery time for my order?
When you place an order with NOVALE London, the delivery time may be slightly different from what you’re used to. Since our products are shipped directly from our suppliers, we can significantly reduce storage and transport costs. This allows us to offer our products at highly competitive prices.

The average delivery time is 7 to 9 working days (Monday to Friday, excluding public holidays).

What should I do if I haven’t received my order yet?
Due to the high demand for our products, it’s possible that your order may arrive a little later than expected. We appreciate your understanding. If the expected delivery period has passed and you still haven’t received anything, please send us an email at info@novalelondon.com. We’ll then investigate what’s going on with your package.

I want to exchange or return my order — how do I do that?
To return an item, simply contact our customer service team via info@novalelondon.com. Please include your name, order number (e.g. #0000, as stated in your confirmation email), and the reason for the return. We will then provide you with the return address and confirm your return. Once confirmed, you can send the product back to us using a courier of your choice.

What are the return costs?
Unfortunately, returns are at your own expense. The cost will depend on the courier you choose. Please check the website of your chosen courier for more information about their pricing.

What are the conditions for returning my product(s)?
You always have a return period of 14 days. The return period starts on the day you receive the item. However, certain conditions apply to returns.

You can only return the item if:

• The return period has not yet expired;
• The product is in its original packaging and all labels are still attached;
• The product has not been used.

Which payment methods can I use?
We accept payments via iDeal, credit card, and PayPal. If you're not sure whether your preferred payment method is accepted, simply follow the steps on the checkout page to view all available options.

All transactions are processed through secure and reliable payment systems, ensuring 100% safety.

What if I haven’t received a confirmation email for my order?
That shouldn’t happen! Please send us an email with your full name and email address to info@novalelondon.com, and we’ll assist you as soon as possible.

Can I cancel my order?
Would you like to cancel your order for any reason? Please send us an email as soon as possible at info@novalelondon.com. Be sure to include your name, order number (e.g. #0000, as stated in your confirmation email), and, if possible, the reason for the cancellation.