Refund policy
Changed Your Mind? No Problem
At Novera, we want you to feel confident with every purchase. If you are not fully satisfied with your order, you may request a return within 14 days of receiving your item.
Once you have notified us that you would like to return your order, you have a further 14 days to send the item back to us.
Return Conditions
To process your return, exchange or refund request, the following information may be required:
The product must be in its original condition.
The product must include all original labels, tags and packaging where applicable.
The packaging must not be damaged and should be returned in its original condition where possible.
The returned items must show no signs of use, wear, washing or damage.
Your order number must be provided.
Photo or video evidence must be provided if your item arrived damaged or faulty.
If the issue is confirmed to be valid, we will do our best to provide a suitable solution as quickly as possible.
Please note: If returned items do not meet these conditions, we may be unable to process your return. We reserve the right to refuse returns if we suspect that items have been used, worn, washed or damaged after delivery.
Return Shipping
Please always make sure your return parcel is sent with a valid tracking number. Lost returns without proof of postage or tracking cannot be refunded. Sending your return without tracking is at your own risk.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning their order.
1. Register Your Return
To register your return, please contact us by email:
londonnovera@gmail.com
Our customer support team will provide you with the return instructions as soon as possible.
Please do not send your order back before contacting us. Returns sent without prior approval may not be accepted.
2. Prepare Your Product
Carefully and securely package the product you wish to return, preferably in its original packaging.
Please make sure the item is protected during transit to avoid damage.
Please note: We are unable to cover return shipping costs unless the product is faulty, damaged or incorrect.
3. Send Your Parcel
Please contact our customer support team by email to receive the correct return address and further shipping instructions:
londonnovera@gmail.com
Estimated return costs may vary depending on your location and the return address provided.
Please note that international returns may involve higher shipping costs. We strongly recommend using a tracked shipping service.
Return Address
Please contact our customer support team for the correct return address before sending your parcel.
4. Refunds
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Refunds are usually processed within 14 days after we have received the returned item or proof that the item has been sent back.
Please note that it may take additional time for your bank or payment provider to process and display the refund.
Important: Always contact our customer support team before returning your order:
[ADD YOUR EMAIL HERE]
Orders returned without prior contact may not be eligible for a refund.
Hygiene Items
For hygiene and safety reasons, certain items cannot be returned unless they are faulty, damaged or incorrect.
This may include, but is not limited to:
Underwear
Swimwear
Bikinis
Make-up
Beauty products
Hair styling products
Wigs
Health and personal care products
We take hygiene and customer safety seriously and may refuse returns of beauty, health and personal care items where the seal has been broken or the item has been used.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible after placing your order:
londonnovera@gmail.com
Orders can only be cancelled before they have been processed or dispatched.
Once an order has been processed or shipped, we may no longer be able to cancel it. In this case, you may still be able to return the item after receiving it, in line with this Returns & Refund Policy.
Non-Returnable Items
The following items cannot be returned unless they are faulty, damaged or incorrect:
Sealed products where the seal has been broken
Products made to the customer’s specifications
Personalised or custom-made products
Products of a clearly personal nature
Products that cannot be returned due to hygiene or health protection reasons
Items that have been used, worn, washed or damaged after delivery
Items returned outside the allowed return period
Multiple Sizes or Colours
We kindly ask customers to order carefully and check our product information before purchasing.
To reduce unnecessary returns and environmental impact, we do not encourage ordering multiple sizes or colours with the intention of keeping only one item and returning the rest.
If you are unsure about sizing, colour or product details, please contact us before placing your order and we will be happy to help.
Out of Stock Products
If a product is out of stock at the time of purchase, we will contact you as soon as possible.
You may be offered the option to wait until the product becomes available again, choose an alternative product, or receive a refund to your original payment method.
Customer Support
For all return, refund, cancellation or exchange questions, please contact us at:
londonnovera@gmail.com
Welcome to Novera.
