Shipping Policy

Thank you for shopping with Noveluno. This policy explains how and when your order will be processed, dispatched and delivered. By placing an order with us, you agree to the terms set out below.

1. Order processing

All orders are processed within 1–2 working days of payment being received. Orders are not processed or dispatched at weekends or on public holidays.

Once your order has been prepared for shipment, you will receive a confirmation email containing your tracking details. If we are experiencing a high volume of orders, processing may take slightly longer, and we will notify you by email if there is a significant delay.

Please check your delivery address carefully before completing checkout. We are unable to take responsibility for parcels delivered to an incorrect address supplied by the customer.

2. Shipping rates

Standard shipping is free of charge on all orders, with no minimum spend.

Where express shipping is available in your country, the cost is calculated at checkout and displayed before payment is taken. Shipping charges are non-refundable.

3. Estimated delivery times

Delivery times are estimates measured from the date of dispatch, not the date of order, and are not guaranteed. They may be affected by customs clearance, adverse weather, carrier delays, or peak seasonal periods, none of which are within our control.

4. Where we ship from

Our products are held and dispatched by fulfilment partners located overseas. This arrangement allows us to keep our prices competitive and our standard shipping free, but it does mean delivery takes longer than it would from a domestic warehouse. We would rather state this openly at the point of purchase than have it come as a surprise.

Orders containing multiple items may be shipped separately and arrive on different days. You will not be charged additional shipping if this happens.

5. International shipping

We ship to most countries worldwide. If your country is selectable at checkout, we deliver there.

Customs, duties and taxes. Noveluno is not responsible for any customs charges, import duties or taxes applied once your parcel reaches its destination country. Any such charges are the responsibility of the recipient. These charges are levied by your local authorities and we have no control over them or advance visibility of them.

If a parcel is refused at customs or returned to sender because import charges were not paid, we are unable to offer a refund for the cost of shipping.

6. Order tracking

A tracking number is issued by email at the point of dispatch. Please allow up to 48 hours for tracking information to become active in the carrier's system.

It is normal for tracking to show no movement for several days while a parcel is in transit internationally, before updating once it enters your national postal network. If your tracking has shown no update for more than [10] working days, please contact us and we will investigate on your behalf.

7. Lost, delayed or damaged parcels

If your order has not arrived within [30] working days of dispatch, please contact us and we will either resend your order or issue a full refund.

If your order arrives damaged, please email us at [email address] within [30] days of delivery, including your order number and photographs of the damage. We will arrange a replacement or refund. You will not be asked to return a damaged item at your own expense.

8. Incorrect or incomplete addresses

If a parcel is returned to us as undeliverable because of an incorrect or incomplete address provided at checkout, we will contact you to arrange redelivery. A redelivery charge may apply.

If you notice a mistake in your address, contact us immediately. We can amend the address free of charge provided the order has not yet been dispatched.

9. Changes and cancellations

Orders may be amended or cancelled free of charge at any point before dispatch. Once an order has been dispatched, it cannot be cancelled, but you may return it in accordance with our Returns Policy.

10. Contact us

For any question relating to shipping or the status of an order, please use the form on our contact page or email us at [email address]. Every message is read by a person and answered within one working day.