Shipping policy
HOW TO REQUEST A RETURN
Step 1: Email info@novanila.com with order number, reason for return, and 2-3 photos (front, back, any defects)
Step 2: We respond within 72 hours with return authorization and instructions
Step 3: Ship item with return authorization number using tracked/insured mail (Royal Mail Special Delivery recommended)
Step 4: Once received and inspected (5-7 days), we process refund
Return Shipping Costs: Defects/damage = Novanila covers it. Personal preference = You cover costs. Proof of postage is required.
Damage During Return Shipping: Items damaged during return shipping due to inadequate packaging are your responsibility to report to the courier. We recommend using tracked, insured shipping. If the item is damaged in return transit, Novanila is not liable.
8. REFUNDS - METHOD & TIMING
Refund Method: Refunds are issued to your original payment method (credit/debit card, PayPal, bank transfer). You can request an alternative method if preferred.
Refund Timeline:
• Processing: 5-7 working days after we receive your return
• Card refunds: 7-10 working days (depends on your bank)
• Bank transfers: 3-5 working days
• EU orders: Refunded within 14 calendar days as per law
NO HIDDEN FEES: Novanila does not charge restocking fees, administrative fees, or deductions from refunds. This is illegal under UK/EU law.
9. YOUR ALTERNATIVES TO RETURNING
Instead of returning, you can choose:
✓ Full Refund (return the item)
✓ Exchange (different style, size, colour - free)
✓ Store Credit (for future purchases)
✓ Price Reduction (keep item, pay less if minor defect)
✓ Repair (if defective, we repair for free)
Contact info@novanila.com to discuss which option suits you best.
10. NOVANILA'S RIGHT TO REPAIR
For defective items, Novanila reserves the right to attempt repair before offering replacement. If repair is not possible within 14 days, or if repair is unreasonable, we will replace or refund the item. We will always discuss this with you.
11. ITEMS WE CANNOT ACCEPT FOR RETURN
✗ Worn, tried on extensively, or showing signs of wear
✗ Earrings with opened seals or worn posts
✗ Cleaned, polished, or altered items
✗ Without original packaging or tags
✗ Damaged by misuse or improper storage
✗ After 14 days (unless defective or misdescribed)
✗ Customised/personalised items (non-defective)
12. DELIVERY DELAYS & LOST PARCELS
We understand that occasionally courier services can experience delays due to unexpected circumstances beyond our control. Normal delivery: 3-5 days (UK), 7-14 days (EU). After 5 days (UK) or 14 days (EU) with no tracking update, please contact us and we will investigate immediately. Novanila takes responsibility for your delivery experience - if delayed beyond 15 working days due to our error, you receive a full refund. If lost by courier, we will arrange a replacement or refund within 10 days. We are here to support you through the entire process and will work diligently to resolve any delivery issues.
13. SAFETY, COMPLIANCE & QUALITY ASSURANCE
All Novanila jewellery: (1) Meets UK & EU safety standards, (2) Undergoes quality checks before dispatch, (3) Uses appropriate metal grades (nickel-free where required under EU Nickel Directive), (4) Safe clasps and closures.
Product Care: Store in cool, dry place. Avoid perfume, water, chlorine. Clean with soft cloth only. Remove during sleep/exercise. Store earrings in original packaging. Proper care ensures your Novanila jewellery maintains its beauty.
14. CONSUMER PROTECTION - WHO IS COVERED
This policy protects consumers - defined as natural persons buying for personal use. If you are a business, retailer, or reseller, you are not covered by this consumer protection policy. Business purchases have different terms.
Novanila reserves the right to request proof that goods were purchased for personal use and not for resale. This protects all our customers.
15. INTERNATIONAL ORDERS & CUSTOMS
EU Customers: You may pay customs duties on orders over €150. On returns, you are responsible for return shipping costs unless item is defective. Post-Brexit: Customs procedures apply to UK-EU returns.
16. EXCEPTIONAL CIRCUMSTANCES (FORCE MAJEURE)
In cases of unforeseen events (natural disasters, strikes, global disruptions), delivery times may be affected. Novanila will notify you and offer refund or extended delivery. We will follow all consumer protection laws even during exceptional circumstances.
17. TIMELINE FOR REPORTING DEFECTS
To ensure quality investigation, please report defects within 7 days of delivery. Defects reported later are harder to assess and may require more documentation. However, you retain legal rights to claim defects for up to 6 years (UK) or 2-3 years (EU) from purchase.
18. SIZE & FIT ISSUES
If jewellery doesn't fit: Contact us within 7 days at info@novanila.com with measurements. We offer free resizing/adjustment on most items. Return shipping for adjustments is free (Novanila covers it). Once adjusted, you have full satisfaction guarantee.
19. DISPUTE RESOLUTION & COMPLAINT PROCESS
If you have a complaint:
1. Email info@novanila.com with full details (we respond within 72 hours)
2. If unresolved within 7 days, we escalate internally for further support
3. If still unresolved, your next steps depend on your location:
19.1 FOR UK CUSTOMERS
You can use Alternative Dispute Resolution (ADR) or pursue legal remedies:
• Consumer Ombudsman (www.ombudsman.org.uk)
• Trading Standards (your local authority)
• Small Claims Court (up to £100,000)
• Citizens Advice Consumer Service
19.2 FOR EU CUSTOMERS
You can use the EU Online Dispute Resolution Platform or your national ADR body:
• EU Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr/
• Your National ADR Body (varies by country)
• Small Claims Procedure (your country)
• Your National Consumer Protection Authority
Novanila is committed to supporting you and resolving all disputes fairly and within statutory timeframes. Your satisfaction matters to us.
20. CONTACT US
Email: info@novanila.com
Response Time: Within 72 hours (business days)
Website: www.novanila.com | Live Chat: Available during business hours
We are here to help! If you have any questions or concerns, please don't hesitate to reach out. Your satisfaction is our priority.
21. IMPORTANT LEGAL NOTES
21.1 GENERAL LEGAL DISCLAIMER
This return policy is not a substitute for your legal consumer rights. This policy does not limit the consumer protections provided by UK law or EU law. If there is any conflict between this policy and consumer law, the law takes precedence. This is not legal advice - for specific legal matters, consult a qualified legal professional.
21.2 UK CONSUMER RIGHTS STATEMENT
This policy complies with the UK Consumer Rights Act 2015. All statutory consumer rights are preserved. Novanila cannot exclude or limit any liability for death or personal injury caused by our negligence, or for any liability that cannot by law be limited or excluded.
21.3 EU CONSUMER RIGHTS STATEMENT
This policy complies with EU Directive 2011/83/EU. All statutory consumer rights are preserved. In addition to this policy, you have access to the EU Online Dispute Resolution platform. Your national laws provide additional consumer protections that cannot be waived by this policy.
Thank you for shopping at Novanila - Where Quality Meets Elegance!
