FAQs
Frequently Asked Questions (FAQ)
Please take the time to read the following frequently asked questions before contacting us, as 90% of your questions will be answered here. If not, feel free to send us an email at: info@novilondon.com
Q: When will my order arrive?
A: Most orders are processed within 2-4 business days of placing the order.
An email confirmation with your tracking number will be sent to the email address you provided once the order has shipped. Orders are shipped from our nearest warehouse location based on your location.
These are estimated times based on current shipping times:
-
USA, Canada: 7–10 business days
-
UK, Europe: 7–15 business days
-
Australia, New Zealand: 7–15 business days
-
Times may vary due to peak seasons, national holidays, or COVID-19.
Q: Has my order been shipped yet?
A: Orders are usually shipped within 2-4 business days, sometimes sooner. You will receive a confirmation email once your order has shipped. Please also check your SPAM/Junk folder in case the email ended up there. If you cannot find your shipping confirmation or may have deleted it, please contact us at info@novilondon.com, and we can tell you in real-time whether your order has been shipped or not.
Q: My item arrived damaged or broken. What can I do?
A: First of all, we apologize if this has happened. To help us resolve the issue, you can take photos and send them to info@novilondon.com. Once we have received them, our team will take care of it. We must be notified within 48 hours of receiving the package and are not responsible for any packaging damage, as it is the courier's responsibility to handle the package carefully. This is outside of our control.
Q: I ordered 2 or more items, why did I only receive one?
A: When you order multiple items at once, they may be shipped separately, as the products are shipped from different warehouses that we own. You may receive one item earlier than the other. So don't panic if you don't receive all your items at once – you will get them all!
Q: I need to cancel or change my order. How do I do that?
A: We always do our best to cancel your order, but if your order has already been shipped or processed, we can no longer cancel it.
If you want to change your order, such as the style, size, or shipping address, please contact us as soon as possible. We will do our best to make changes, provided your order has not yet been shipped. If your order has already been shipped, we cannot make any more changes, but we will gladly accept a return if you wish.
Q: Can I get a refund or exchange?
A: We offer a 14-day money-back guarantee. If 14 days have passed since you received your order, unfortunately, we cannot offer you a refund or exchange. For a refund, the item must be in the same condition that you received it, with the original packaging and all accessories.