FREQUENTLY ASKED QUESTIONS
Browse our FAQ below to find helpful answers to our most common questions.
Select a topic to see questions:
Shipping & Delivery
9 articles
Returns & Refunds
9 articles
Payment
7 articles
Shipping & Delivery
Everything about tracking, delivery times, and shipping
You can track your shipment via our tracking page.
Note: tracking updates may take up to 48 hours to appear after your order ships.
Standard delivery takes 12–14 business days. Times may vary slightly by location.
For more details, please check our Shipping Policy.
We offer free shipping on all orders over $49 within the United States. Orders under $49 may be subject to a shipping fee calculated at checkout.
At this time, we ship exclusively within the United States of America.
If your order hasn't been shipped yet, we may be able to update your address. Please contact us as soon as possible with your order number and new address.
Note: We can only guarantee address changes if the package has not yet been shipped.
Yes, but please note: if you cancel after your order has been placed, a 15% cancellation fee will be deducted from your refund. This covers payment processing, order handling, and logistics preparation costs.
If approved, 85% of the purchase price will be refunded within 14 days.
Important:
- No fee applies if cancellation is due to our error (defective, incorrect, or unavailable items)
- Once an order has shipped, it cannot be canceled — you must follow our return procedure instead
Yes. During periods of high demand such as sales or holidays, delivery times may be slightly extended. We appreciate your patience!
If a package cannot be delivered due to an incorrect address, refusal of delivery, or failure to pick it up from a service point, we reserve the right to charge return and re-shipping costs.
Please contact us if you experience any delivery issues.
You can reach us at help@noviaboutique.com or via our contact page for any questions about shipping, orders, or deliveries.
Customer service hours:
- Monday – Friday: 10:00 AM – 5:00 PM
- Saturday & Sunday: 9:00 AM – 3:00 PM
We aim to answer all questions within 24–48 hours. Include your order number for faster help!
Returns & Refunds
Information about returns, refunds, and exchanges
You have 30 days from the date you receive your order to request a return. Requests submitted after this period will not be accepted.
For full details, see our Refund Policy.
Items must be unwashed, unworn, and returned in their original condition with all labels and tags attached. Products should be packed in the original packaging if possible.
Items that are damaged, altered, or show signs of use may be refused or only partially refunded.
Return shipping costs are the customer's responsibility. Our return address is at our international warehouse in Asia.
Important: Due to the international location, return shipping costs may be significant. We recommend contacting us before initiating a return so we can discuss alternatives.
Our return procedure is simple:
- Step 1: Contact us via our contact page or email help@noviaboutique.com with your order number and the products you wish to return.
- Step 2: Pack the product well to prevent damage during transport. Use the original packaging if possible.
- Step 3: Ship the product to the return address provided.
- Step 4: After receipt and inspection, your refund will be processed within 7 business days.
Note: Please register your return in advance. Returns without prior registration may experience delays.
Once your return is received and approved, your refund will be processed within 7 business days. The refund will be issued to the same payment method used for the original purchase.
You will receive an email notification when your refund is approved.
Note: Processing time at your bank may take a few extra business days.
We highly recommend using a traceable shipping method for your return. We are not liable for loss or damage during return shipping.
Ensure that you pack the item well and keep your tracking information until your refund is processed.
The following items cannot be returned:
- Products that have been worn or washed
- Products with stains, odors, damage, or signs of use
- Items without original tags or labels attached
No. We do not charge any restocking fees for returned items.
Contact us within 30 days of delivery at help@noviaboutique.com or via our contact page. Include your order number, a description of the issue, and clear photos or videos.
If approved, we will offer a free replacement or a full refund.
Payment
Payment methods, security, and billing questions
We accept the following payment methods:
- Credit & Debit Cards: Visa, Mastercard, Maestro, American Express
- Digital Wallets: Apple Pay, Google Pay, Shop Pay
For more details, see our Payment Policy.
Yes. All transactions are processed securely using industry-standard SSL/TLS encryption to protect your personal and payment information.
We do not store any card details on our servers.
Yes. Once your payment is processed, you will receive an order confirmation email with a summary of your purchase.
If you don't receive it, check your spam folder or contact us at help@noviaboutique.com.
If your payment is rejected:
- Verify all payment details are correct (card number, expiration date, CVV, billing address)
- Try a different payment method
- Contact your bank for more information
Still having issues? Contact us at help@noviaboutique.com.
All transactions are processed in USD ($).
If your local currency is different, your bank may apply currency conversion or international transaction fees.
Contact us immediately at help@noviaboutique.com with your order number and payment details.
We will investigate and resolve any payment disputes quickly and efficiently.
You found it! As a thank you for taking the time to read our FAQ, here's an exclusive 10% discount on your next order:
Note: This code can only be used once per customer.
Still have questions?
Our support team is happy to help you with any questions.
