Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
Order & Delivery
When can I expect my order?
The average delivery time is 5-10 business days.
The expected delivery time has passed, and I haven’t received my order. What should I do?
If you have not received your order three days after the expected delivery date, please contact us at info@novessa-londen-uk.com, and we will investigate the issue for you.
I’m missing some items from my order. Why is that?
Since we work with multiple suppliers, some items may be shipped separately. If any items from your order are missing, they typically arrive within 2-3 days. If you have any concerns, feel free to contact us.
What are the shipping costs?
We offer free standard shipping on all orders. However, if an order is returned due to an incorrect or incomplete address, reshipping costs of €8 - €12 will apply.
Exchanges & Returns
I received a damaged product. What should I do?
If your product arrives damaged and cannot be used, please provide photos or videos within 48 hours of receiving the item. Contact us at info@novessa-londen-uk.com, and we will arrange for a replacement or refund after verification.
I’m not satisfied with my order. Can I return it?
Yes, you can return your order within 14 days of receiving it. However, due to high shipping costs, we first try to find a solution with you before proceeding with a return. If no suitable solution is found, you are free to return the item.
How do I return an item?
- Contact us at info@novessa-londen-uk.com with your order number and reason for return.
- Ship your package using a Track & Trace service to the return address we provide. The sender is responsible for the return shipping cost, which is typically €8 - €12.
- Receive your refund within 14 business days after we receive your return in good condition.
Return Address:
📦 Name: Junny Yu
📦 Address: No. 213 Taikang Middle Road, Yinzhou District, Ningbo City, Zhejiang Province
📦 City: Ningbo City
📦 Province: Zhejiang Province
📦 Country: China
📦 Postal Code: 315100
📦 Phone: +86 13605881797
Important Notes:
✔️ Returned items must be in original condition, including all labels and tags.
✔️ The product must not show any signs of use to be eligible for a refund.
✔️ Track & Trace is mandatory for returns, as we are not responsible for lost shipments.
Track & Trace
Where can I find my Track & Trace code?
Once your order is shipped, you will receive an email with your Track & Trace code.
The Track & Trace code does not show any information. Why is that?
Tracking information becomes available once your package has been processed by the shipping company. Please note that there may be a slight delay in updates.