At Novela New York, we work hard to process your order quickly and ensure your items are shipped to you as soon as possible.

Order Processing

Orders are processed within 1–3 business days after purchase. Once processing begins, your order details are transmitted to our fulfillment team for packaging and shipment.

Cancellation Requests

To request a cancellation, please contact our customer support team at support@novela-newyork.com within 12 hours of placing your order. If your order has not yet entered processing or shipping, we will cancel it and issue a full refund to your original payment method.

After Processing or Shipment

If your order has already begun processing or has shipped, we are unable to cancel it. In that case, you may return the item once it arrives by following our Return & Refund Policy.

Refunds for Canceled Orders

For eligible cancellations, refunds are typically processed within 5–7 business days, depending on your payment provider’s processing time.

Special Promotions

Orders placed during promotional periods or sale events follow the same cancellation window. Beyond that time, returns can be made under our return policy terms.

Contact Us

Do you have any questions or comments? We're happy to help! Contact us using our contact form or use the information below:

Brand Name: Novela New York
Email Address: support@novela-newyork.com
Phone: ‪+447853785319
Registered Address: 71-75 Shelton Street, WC2H 9JQ, London, United Kingdom

Company Name: Venti Brands LTD
Company Number: 16511561

Customer service opening hours:

Monday to Friday: 9:00 AM - 5:00 PM

We typically respond to emails within 24 hours on business days.