Shipping policy
SHIPPING POLICY
Last updated: August 21, 2026
FREE SHIPPING
Novessa Store provides free standard shipping to all supported destinations.
The availability of shipping to a particular country or region will be confirmed at checkout.
ORDER PROCESSING
Orders are normally processed and prepared within 1–3 business days after successful payment verification.
Processing times do not include weekends or public holidays and may take longer during promotions, periods of unusually high demand or when additional order verification is required.
ESTIMATED DELIVERY TIME
Estimated delivery after an order has been processed and handed to the carrier is 7–10 business days.
The total estimated time from placing an order to delivery is approximately 8–13 business days.
Delivery times are estimates and are not guaranteed delivery dates.
ORDER TRACKING
When tracking is available, customers will receive tracking information after their order has been dispatched.
Tracking updates may take several business days to appear after shipment. A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.
MULTIPLE SHIPMENTS
Products from the same order may occasionally be shipped separately.
In this situation, customers may receive more than one parcel or tracking number. No additional shipping fee will be charged unless clearly stated before purchase.
DELIVERY DELAYS
Orders may be delayed by:
• Customs inspections
• Local postal or delivery services
• Weather conditions
• Public holidays
• Transportation disruptions
• High seasonal demand
• Carrier processing delays
• Other circumstances outside our reasonable control
A delayed shipment does not automatically qualify for a refund while the order remains in transit.
If an order is significantly delayed, contact us at novessaashop@gmail.com so we can review the tracking information and, where appropriate, request an investigation from the carrier.
CUSTOMS, DUTIES AND TAXES
Novessa Store does not collect import duties, destination-country customs charges or local processing fees at checkout unless they are explicitly displayed.
Although many orders may arrive without additional charges, we cannot guarantee that customs authorities in the destination country will not impose taxes, duties or processing fees.
Any mandatory charges imposed by customs authorities or other local authorities are the customer’s responsibility.
Refusing to pay applicable customs charges may result in the parcel being delayed, abandoned or returned. Any related costs may be deducted from an approved refund where permitted by law.
ADDRESS ACCURACY
Customers must provide a complete and accurate shipping address, including any required apartment number, postcode and contact information.
Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after an order has entered processing or has been dispatched.
Novessa Store is not responsible for orders delayed, returned, misdelivered or lost because of incorrect or incomplete information supplied by the customer.
Additional shipping costs may apply if an order must be shipped again because the customer provided an incorrect or incomplete address.
FAILED DELIVERY
Customers are responsible for monitoring tracking updates and being available to receive their parcels.
If delivery cannot be completed because the customer is unavailable, refuses the parcel or fails to collect it from a designated collection point, additional delivery costs may apply.
LOST ORDERS
If tracking indicates that a parcel may be lost, contact us at novessaashop@gmail.com.
Novessa Store may request an investigation from the carrier before offering a resolution. A replacement or refund will be considered after the investigation and in accordance with applicable consumer law.
MARKED AS DELIVERED BUT NOT RECEIVED
If tracking shows that an order was delivered but you cannot locate it:
• Check around the delivery location
• Ask household members or neighbours
• Check any safe location used by the carrier
• Contact the carrier using your tracking number
• Notify us promptly at novessaashop@gmail.com
We will assist with the carrier investigation where reasonably possible.
DAMAGED ORDERS
If an order arrives damaged, contact us within 14 days of delivery at novessaashop@gmail.com.
Please include:
• Your order number
• A description of the damage
• Clear photographs or video of the product
• Photographs of the packaging and shipping label
Approved damaged-product claims qualify for a replacement product at no additional cost, subject to our Return and Refund Policy.
CONTACT
Novessa Store
Email: novessaashop@gmail.com