Refund policy
At Novela New York, your satisfaction is our top priority. We are committed to providing a transparent and reliable shopping experience. This policy outlines the terms for returns, exchanges, and refunds.
Return & Refund Timeframes
| Action | Timeframe |
|---|---|
| Return Window | 30 days from delivery date |
| Report Damaged/Defective Items | 7 days from delivery date |
| Refund Processing Time | 7-10 business days (after inspection) |
Return Eligibility
Items must meet these conditions:
- ✓ Unused, unwashed, and undamaged
- ✓ Returned in original packaging with all tags intact
- ✓ Requested within 30 days of delivery
Non-Returnable Items:
- Final Sale items
- Gift Cards
- Select intimate apparel (due to hygiene standards)
These exclusions are clearly displayed on product pages before purchase.
How to Start a Return
- Contact us at support@novela-newyork.com within 30 days of delivery
- Include: Order number, product details, and reason for return
- Receive instructions and return shipping label (if applicable)
Important: The customer is responsible for return shipping costs unless the product is defective or incorrect.
Refund Process
Once your returned item is received and inspected, we will notify you by email.
- ✓ Approved refunds are issued to your original payment method
- ✓ Processing time: 7-10 business days
- ✓ Shipping fees are non-refundable (unless due to our error or damaged product)
Exchanges
You may request an exchange for another size or product, subject to stock availability.
Contact us before shipping to confirm availability. Exchanges are processed once the returned item has been received and inspected.
Damaged or Defective Items
If your order arrives damaged or defective:
- Contact us within 7 days of delivery
- Include clear photos of the issue
- We will send a replacement or issue a full refund at no cost to you
Important Information
- Always keep your proof of postage or tracking number when shipping a return
- International customers are responsible for any customs duties or import taxes on returns
- Returns sent without prior authorization may not be accepted
Contact Information
Novela New York
Email: support@novela-newyork.com
Phone: +447853785319
Address: 71-75 Shelton Street, WC2H 9JQ, London, United Kingdom
Company Details:
Venti Brands LTD | Company Number: 16511561
Customer Service Hours:
Monday to Friday: 9:00 AM - 5:00 PM GMT
We typically respond within 24 hours on business days.
Thank you for shopping at Novela New York. We value your trust and are dedicated to providing a smooth and transparent experience.