Shipping & Returns
Shipping Policy
The delivery timeframe is dependent on when your order was made and what delivery method you chose, however standard delivery is usually 5-7 working days. For more information login to your account or contact us through the contact page if you require some assistance.
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If you have ordered more than one item and only received part of your order, don't panic - it’s most likely on its way separately. Separate deliveries can happen for a variety of reasons, whether that it may be too big to fit in one of our delivery boxes or if we were awaiting a delivery (deliveries happen every day so it may just be a day or two later than your other item). However, all items should come within the specified delivery timeframe so if they have not arrived in this time or you simply would like some confirmation on what's happened, don't hesitate to get in touch.
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Unfortunately at this stage we are unable to offer international delivery. Whilst our ongoing expansion will lead to this becoming an option within in the near future, at the moment we are focusing on offering the best service we can in the UK.
Return & Exchange Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards
Please do not send your purchase back to the manufacturer.
Refunds should be received within one week of returning an item to us. If you haven’t received a refund yet, first check your bank account again.
Then contact your card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customer.service@novielo.co.uk.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.