Returns & Refunds
Returns & Refunds
We want you to feel confident when shopping with novielle. Please read our Returns & Refunds Policy carefully before making a purchase.
Return Period
You may request a return within 30 days of receiving your order.
For customers in the EU, EEA and the United Kingdom, your statutory consumer cancellation rights are not affected. Where applicable, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable legal exceptions.
Return Conditions
To be eligible for a return, items must be:
- Unworn, unwashed and unused
- In their original condition
- With original tags and packaging where applicable
- Free from stains, perfume, makeup marks, deodorant marks, damage or signs of wear
Items returned in damaged, altered, heavily worn or unsellable condition may not be eligible for a full refund.
How to Request a Return
To request a return, please contact us at:
Email:
timothywilson9559@hotmail.com
Please include:
- Your order number
- The email address used at checkout
- The item you wish to return
- The reason for your return
- Photos, if the item is faulty, damaged or incorrect
Return Address
Please do not send items to our business address unless we have confirmed the correct return address and return instructions by email.
Returns sent without approval or to the wrong address may be delayed, refused or unable to be processed.
Return Shipping
Unless the item is faulty, damaged, incorrect or we have agreed otherwise, return shipping costs are the responsibility of the customer, where permitted by applicable law.
The customer is responsible for ensuring the returned package is safely shipped. We recommend using a trackable shipping service.
Faulty, Damaged or Incorrect Items
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible at timothywilson9559@hotmail.com with your order number and clear photos of the issue.
We will review your case and provide further assistance.
Refunds
Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.
Approved refunds will be issued to the original payment method.
Please note that banks and payment providers may take additional time to process refunds after the refund has been issued.
Where applicable statutory cancellation rights apply, refunds will be handled within the required legal timeframe. We may withhold reimbursement until we have received the returned goods or proof that the goods have been sent back.
Exchanges
If you would like a different size, colour or style, please contact us first. Exchanges are subject to product availability.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return unless faulty, damaged or incorrect. This may include:
- Underwear
- Swimwear where hygiene seals have been removed
- Personalised items
- Final sale items, where permitted by applicable law
This does not affect your statutory rights.
Contact
For all return and refund enquiries, please contact:
novielle
Email: timothywilson9559@hotmail.com
Phone: +44 7698761397
Address: 10 Perrynan House, IG11 7LA, United Kingdom