Frequently Asked Questions

Q: How long will it take to receive my order?

All orders are processed within 1–2 business days . Delivery takes approximately 7–14 business days within the UK and 10–20 business days for international orders. Express shipping is available for faster delivery during checkout.

Q: Do you ship to my country?

Yes — NOVAÉLLE ships to the United Kingdom , Europe (including Spain) , and the United States . Delivery times vary depending on your location and local customs procedures.

Q: What is your return policy?

You have 14 days from the delivery date to request a return. Items must be unused, unworn, and in their original packaging . Refunds are processed within 5–10 business days after inspection. To request a return, please email support@usenovaelle.com .

Q: Are shipping fees refundable?

Shipping fees are non-refundable , unless the product is defective or damaged upon arrival. In these cases, we will provide a prepaid return label .

Q: How can I track my order?

Once your order ships, you’ll receive an email with your tracking number and a link to monitor your delivery in real time.

Q: What payment methods do you accept?

We accept all major credit and debit cards , PayPal , Apple Pay , and Google Pay . All transactions are secured through encrypted SSL technology.

Q: How can I contact customer support?

Our team is available from Monday to Saturday to assist you. Email us at support@usenovaelle.com — we aim to respond within 24 hours .

General Information

Where is NOVAÉLLE based?
NOVAÉLLE is based in London, United Kingdom. We ship worldwide to selected destinations.

What type of clothing do you offer?
We design timeless, minimalist, and elegant fashion pieces for modern women.

Orders & Processing

How long does order processing take?
All orders are processed within 1–2 business days before being shipped.

Can I modify or cancel my order after placing it?
Contact us within 12 hours at support@usenovaelle.com.

Shipping & Delivery

What are your delivery times?
UK: 7–14 days | Europe: 10–18 days | USA: 10–20 days

Do you offer express shipping?
Yes — available at checkout for an additional fee.

How can I track my order?
You’ll receive a tracking number once shipped.

Returns & Refunds

What is your return policy?
You can request a return within 14 days of delivery if unused and in original condition.

How do I initiate a return?
Email support@usenovaelle.com with your order number.

Payments & Security

What payment methods do you accept?
Credit cards, PayPal, Apple Pay, and Google Pay.

Is my payment secure?
Yes — all transactions are protected with SSL encryption.

Product & Sizing

How do I find my size?
Check our detailed size guide on each product page.

Why do colors appear different?
Lighting or monitor settings may slightly alter appearance.

Contact

How can I reach customer support?
📧 support@usenovaelle.com

FAQ

WE ARE HERE TO ANSWER YOUR QUESTIONS

How long will it take to receive my order?

All orders are processed within 1–2 business days.
Delivery takes approximately 7–14 business days within the UK and 10–20 business days for international orders.
Express shipping is available for faster delivery during checkout.

Do you ship to my country?

Yes — NOVAÉLLE ships to the United Kingdom, Europe (including Spain), and the United States.
Delivery times vary depending on your location and local customs procedures.

Can I modify or cancel my order?

If you need to make changes or cancel your order, please contact us within 12 hours of purchase at

📧 support@usenovaelle.com.

Once your order has been dispatched, it can no longer be modified.

What is your return policy?

You have 14 days from the delivery date to request a return.

Items must be unused, unworn, and in their original packaging.

Refunds are processed within 5–10 business days after inspection.

To request a return, please email support@usenovaelle.com.

Are shipping fees refundable?

Shipping fees are non-refundable, unless the product is defective or damaged upon arrival.
In these cases, we will provide a prepaid return label.

How can I track my order?

Once your order ships, you’ll receive an email with your tracking number and a link to monitor your delivery in real time.

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay.
All transactions are secured through encrypted SSL technology.

Do you offer exchanges?

Currently, we do not offer direct exchanges.
If you wish to change the size or color, please request a return and place a new order for the desired item.

How can I contact customer support?

Our team is available from Monday to Saturday to assist you.
Email us at support@usenovaelle.com — we aim to respond within 24 hours.

Free shipping

We offer free worldwide shipping on all orders.

Customer service

Our customer service team is available Monday till Friday from 9am - 6pm

Secure payment

We offer secure payments using Creditcard, PayPal, and ShopPay.