FAQ's


HOW LONG WILL DELIVERY TAKE?

As all of our products are manufactured and shipped from the United Kingdom, we work with DHL to ensure you receive your order as soon as possible. Most orders are shipped the next day and you will receive your item within 2-5 working days.

WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

If you're missing part of your order, it's possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large.
Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel.
If you have only been sent one dispatch email and haven’t received all of your items please contact us as soon as possible.

HOW LONG DO I HAVE TO RETURN AN ITEM?

You are able to return unsuitable items within 14 days of receipt. For all international customers, please return unsuitable items within 14 days of receiving your parcels. Items must be returned in their original packaging. We would also recommend returning your item via tracked delivery to ensure your order arrives safely back to us.

Once your order has been processed, you shall receive a refund. Refunds are subject to a 20% restocking fee.

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?

Unfortunately Novu Design is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Novu Design. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges.

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

CAN I CANCEL MY ORDER?
 
To make sure you receive your order as soon as possible, we'll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it. If something additional is needed such as a different colour, please place a new order for this and we shall refund your existing order.
 
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
 
We're sorry to hear that you've received an incorrect or faulty item. So we can resolve this for you, please email us with the following info:
Your name
Your order number
Product name & code (this can be found on your order confirmation email)
Picture of the fault / incorrect item

IS IT SAFE TO ORDER ONLINE?
 
You can be assured that shopping with Novu Design is safe. We’re a member of "Verified by Visa" and "Secure by MasterCard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

Should you have any further questions please don't hesitate to contact us via email hello@noxudesign.com