Terms of service

Novanila Terms of Service

Last updated: 16 October 2026

1. Who we are

1.1 novanila.com is operated by Novanila Ltd, trading as Novanila Jewellery, a company registered in England and Wales under company number 17229043. Our registered office is Suite RA01, 195–197 Wood Street, London, E17 3NU, United Kingdom.

1.2 You can contact us by email at info@novanila.com, or by phone or WhatsApp on +44 7776 604181. Our customer service hours are Monday to Friday 9am–8pm and Saturday 10am–6pm (UK time), excluding bank holidays.

1.3 In these terms, "we", "us" and "our" mean Novanila Ltd, and "you" means the customer buying from us.

2. These terms

2.1 These terms apply to every order you place on novanila.com. Please read them, together with our Returns & Refund Policy, Shipping Policy and Privacy Policy, before you order. If anything in these terms conflicts with our Returns & Refund Policy about returns or refunds, the version more favourable to you applies.

2.2 Our website is for consumers in the United Kingdom buying for personal use. You must be 18 or over to place an order.

2.3 Your statutory rights. Nothing in these terms affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other UK consumer law. Citizens Advice (citizensadvice.org.uk) can tell you more about your rights.

3. How orders work

3.1 When you place an order, we will email you to confirm we have received it. This does not mean we have accepted your order.

3.2 Our acceptance of your order, and the contract between us, happens when we email you to confirm it has been dispatched.

3.3 We may not be able to accept your order, for example if an item is out of stock, we cannot deliver to your address, or there is an obvious error in the price or description. If so, we will tell you and refund anything you have paid in full.

3.4 Pricing errors. We check our prices carefully, but mistakes can happen. If we discover that an item was listed at an obviously incorrect price, we will contact you before dispatch. You can choose to go ahead at the correct price or cancel for a full refund.

3.5 If you have an account, please keep your password secure. You can view your orders and track deliveries through "My Account" or "Track Your Order".

4. Our jewellery

4.1 Imitation (fashion) jewellery. All Novanila products are imitation jewellery. They are made from a metal alloy base with a gold-tone, antique gold-tone or silver-tone finish, and contain no real gold, silver or platinum.

4.2 Stones are glass, crystal, kundan-style foil stones or cubic zirconia. "American Diamond" (AD) means cubic zirconia, not real diamond. Pearls are faux (imitation) pearls. Colour names such as "ruby", "emerald", "sapphire" or "amethyst" describe the colour only, not a genuine gemstone. Words such as "kundan", "polki", "meenakari" and "temple" describe the traditional style the piece is inspired by.

4.3 Appearance. Our pieces are finished by hand, so small variations in colour, stone placement and finish are normal and are not faults. We photograph our products as accurately as we can, but colours can look slightly different depending on your screen. Every product must still match its description and photos in all important respects. If it doesn't, you have the rights described in section 9.

4.4 Care and wear. Plated finishes can dull over time, especially if exposed to water, sweat, perfume, lotions or cleaning products. Please follow the care guidance in our FAQ and on the product page. Normal wear and tear, and damage caused by not following the care guidance, are not faults.

4.5 Allergies. We cannot guarantee our jewellery is hypoallergenic. If you have a metal allergy or sensitive skin, please contact us before ordering, and stop wearing any item that causes irritation.

4.6 Children. Our jewellery is not a toy and is not suitable for children under 14. It contains small parts that could be a choking hazard.

5. Prices and payment

5.1 All prices are shown in pounds sterling (GBP) and include any VAT that applies. Delivery charges are shown at checkout before you pay.

5.2 We accept Visa, Mastercard, American Express, Maestro, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna. Card payments are processed securely by Shopify Payments, and we never see or store your full card details.

5.3 If you pay with Klarna, you are entering into a credit agreement with Klarna, and Klarna's own terms apply to your payment plan. Any refund we make will be passed to Klarna, which will update your plan or refund you.

5.4 Your payment is taken when you place your order. If we cannot accept your order, we will refund you in full.

6. Discounts, offers and gift cards

6.1 Discount codes, such as our first-order code, can be used once per customer unless we say otherwise, can't be combined with other codes, and can't be exchanged for cash. Each offer's end date and conditions will be shown with the offer.

6.2 If you return an item bought with a discount, we will refund the amount you actually paid for it.

6.3 Novanila gift cards can be spent on novanila.com. They cannot be exchanged for cash, except where the law requires it. An unused gift card can be cancelled within 14 days of purchase for a full refund. Please keep your gift card code safe, as we cannot replace a code that has been used by someone else.

7. Delivery

7.1 We deliver to all UK addresses, including Northern Ireland, the Scottish Highlands and the islands. We do not currently ship outside the UK.

7.2 Our delivery options are:

Option	Price	Delivery time after dispatch
Standard UK delivery (orders under £50)	£3.99	3–5 working days
Free UK delivery (orders of £50 or more)	Free	3–5 working days
Express UK delivery	£5.99	1–2 working days

Launch offer: until 11:59pm on 5 November 2026, standard UK delivery is free on orders of £20 or more. When the offer ends, the £50 free-delivery threshold above applies. The delivery price shown at checkout when you place your order is the one you pay.

7.3 We aim to dispatch orders within 1–2 working days. Working days are Monday to Friday, excluding UK bank holidays. Delivery times are estimates, and may be longer during busy periods such as Diwali and Christmas. Please see our Shipping Policy for full details.

7.4 You will receive an email with tracking details when your order is dispatched.

7.5 If your order hasn't arrived within 30 days of your order date, or by any later date we agreed with you, you may cancel and receive a full refund, including delivery charges. If a parcel is lost in the post, we will send a replacement or a full refund, whichever you prefer.

7.6 The items become your responsibility once they are delivered to the address you gave us, or to someone you nominated to receive them.

7.7 Damaged or missing items. If your parcel arrives damaged or something is missing, please tell us within 48 hours of delivery, with photos if possible, so we can claim from the courier quickly. If you tell us later, you still keep all your legal rights under section 9.

8. Changing your mind: 14-day cancellation and returns

8.1 Your right to cancel. You can cancel your order for any reason within 14 days, starting the day after you, or someone you nominated, receive the item. If your order arrives in several parcels, the 14 days start after the last one arrives. You can also cancel at any time before dispatch. Sale and discounted items have the same right.

8.2 How to cancel. Email info@novanila.com or WhatsApp +44 7776 604181 with your order number and the items you are returning. You can also use the model cancellation form in our Returns & Refund Policy, but you don't have to. We will reply with our returns address.

8.3 Sending items back. Please post the items within 14 days of telling us you are cancelling. We recommend a tracked service, and you should keep your proof of postage. Unless the item is faulty or not as described, you pay the cost of returning it. We can't accept parcels with postage to pay.

8.4 Condition of returns. You may handle and try on items as you would in a shop: briefly, with clean hands, in front of a mirror. Please return items with their original box, pouch, backing cards and tags. Please don't put earrings through your piercings, wear items out, or let them touch perfume, make-up, lotion or water. If an item has been handled more than necessary to check it, or is damaged or incomplete, we may reduce your refund to reflect the loss in value, up to the full price if it can no longer be sold.

8.5 Your refund. We will refund you within 14 days of receiving the items back, or of receiving proof that you have posted them, whichever is earlier. If you cancel before dispatch, we will refund you within 14 days of you telling us. We refund to your original payment method.

8.6 Delivery charges. If you return your whole order, we also refund the standard delivery charge you paid (£3.99). If you chose Express delivery, we refund £3.99, the cost of our cheapest standard delivery option. If you return only part of your order, the original delivery charge is not refunded. If you cancel before dispatch, we refund all delivery charges.

8.7 Exchanges. We don't offer direct exchanges for a change of mind. Please return the item for a refund and place a new order.

8.8 Our Returns & Refund Policy explains this process in more detail.

9. Faulty or incorrect items

9.1 We are under a legal duty to supply products that are of satisfactory quality, fit for purpose and as described. Your rights under the Consumer Rights Act 2015 include:

Up to 30 days after delivery: if an item is faulty or not as described, you can reject it for a full refund.
Up to 6 months after delivery: if a fault appears, it is generally presumed to have been there at delivery. You can ask for a repair or replacement. If that isn't possible, or doesn't fix the problem, you can have a refund.
Up to 6 years after delivery: you can still claim for an item that was faulty when delivered, but after 6 months you may need to show the fault was present at delivery.

9.2 For faulty, damaged or incorrect items, we pay the return postage and refund the full delivery charge. Please contact us first with your order number and photos.

9.3 The following are not faults: normal wear and tear, including gradual dulling of plating; damage from water, perfume, cosmetics, chemicals, accidents or misuse; earring posts bent by force; and natural variations described in section 4.3. A skin reaction is not in itself a fault, but please contact us if one happens.

9.4 Nothing in this section limits your legal rights.

10. Our responsibility to you

10.1 If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if it was obvious it would happen, or if both of us knew it might happen when you placed your order.

10.2 We supply our products for personal use only. We are not responsible for any business loss, such as lost profit or loss of business opportunity.

10.3 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products (including the right to receive products that are as described, of satisfactory quality and fit for purpose), or for anything else that cannot be limited or excluded by law.

11. Events outside our control

11.1 We are not responsible for delays caused by events outside our reasonable control, such as postal strikes, severe weather or courier disruption. If this happens, we will contact you as soon as possible and take steps to reduce the delay.

11.2 If there is a risk of substantial delay, you may contact us to cancel your order and receive a full refund for any items you have not received.

12. Our website, content and reviews

12.1 All photos, text, logos and designs on novanila.com belong to Novanila Ltd or our licensors. You may not copy or reuse them for commercial purposes without our written permission.

12.2 Reviews. Reviews on our website are written by genuine customers. Where a review was originally left on another platform, such as a marketplace where we also sell, we say so. We do not write, buy or edit reviews to change their meaning, and we publish both positive and negative reviews. When you submit a review, you confirm it reflects your genuine experience. We may remove reviews that are offensive, unlawful or unrelated to the product. You allow us to show your review and any photos you share on our website and social media.

12.3 We try to keep our website accurate and available, but we cannot promise it will always be uninterrupted or free from errors.

13. Your personal information

13.1 We use your personal information only as set out in our Privacy Policy, in line with UK GDPR and the Data Protection Act 2018. We will only send you marketing emails if you have agreed to receive them, and you can unsubscribe at any time.

14. Changes to these terms

14.1 We may update these terms from time to time, for example to reflect changes in the law or our services. The terms in force when you place your order apply to that order. Any changes will apply only to future orders.

15. Complaints

15.1 If you are unhappy with anything, please contact us first at info@novanila.com or on WhatsApp at +44 7776 604181. We aim to reply within 2 working days and to resolve complaints within 14 days.

15.2 If we can't resolve your complaint, you can get free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133). You also have the right to take your claim to court, including the small claims track.

16. Law and contact details

16.1 These terms are governed by the law of England and Wales. You can bring legal proceedings about our products in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

16.2 If a court decides any part of these terms is invalid, the rest will still apply.

16.3 Contact us: Novanila Ltd, trading as Novanila Jewellery. Registered in England and Wales, company number 17229043. Registered office: Suite RA01, 195–197 Wood Street, London, E17 3NU, United Kingdom. Email: info@novanila.com. Phone and WhatsApp: +44 7776 604181.