Frequently asked questions

Find answers about orders, delivery, payments and returns.

Shipping & delivery

How long does delivery take?

Estimates vary by destination and begin from dispatch. United Kingdom and United States orders are generally estimated at 9–16 days; Croatia at 13–21 days; Mexico at 11–21 days. Other destinations may take approximately 7–41 days. See the complete timetable on our Shipping & Delivery page.

Do you charge for shipping?

Standard tracked shipping is free with no minimum spend. Local customs authorities may separately charge duties, taxes or handling fees.

Who will deliver my parcel?

Parcels are normally delivered by the local postal or delivery service in the destination country.

Tracking

How can I track my order?

We email tracking details after dispatch. Allow 24–48 hours for the first carrier events to appear. Use your tracking number on our Track Your Order page.

My parcel has not arrived. What should I do?

Check tracking first. Updates may pause between countries or carrier networks. If there has been no update for an extended period, contact us at hello@novvaliving.com.

What happens if my parcel is lost?

Payments & taxes

Are taxes included in your prices?

Applicable taxes may be included or calculated depending on your location and the order. VAT, sales tax, GST or local import charges may apply as relevant at checkout or on import.

Will I need to pay customs duties?

International orders may be subject to duties, import taxes or customs-handling fees imposed by the destination country. These are the recipient’s responsibility.

What payment methods do you accept?

Available methods are displayed at checkout and may include cards, Apple Pay, Google Pay, Shop Pay, PayPal, Klarna, Wallid, USDT and Viva.com where available and approved. The options shown at checkout for your location are the ones you can use.

Is my payment information secure?

Payments are handled through secure payment providers. Novva Living does not directly store complete card details.

Gift cards

Do Novva Living gift cards expire?

No. Novva Living gift cards do not expire and remain valid indefinitely from purchase.

Can I redeem a gift card for cash?

Gift cards have no cash value and cannot be exchanged or refunded for cash except where required by law.

What if my gift card is lost or stolen?

Novva Living is not responsible for a gift card that is lost, stolen, damaged or used without authorisation and cannot replace or refund a card once redeemed.

Orders & products

How are products selected?

Products are selected from suppliers based on specifications, intended use and quality standards. Check the product page for its materials, dimensions and package contents.

What if I am unsure about sizing or product details?

Can I change or cancel my order?

Changes or cancellations cannot always be made after submission. Contact us as soon as possible. Once dispatched, see our Return & Refund Policy.

I entered the wrong delivery address. What should I do?

Contact us immediately with your order number and correct address. We will try to update it before processing, but changes cannot be guaranteed. An order already dispatched to an incorrect address may not qualify for a refund or replacement.

Returns & refunds

What is your returns policy?

Products are final sale. Refunds or reshipments are available for damaged, defective or incorrect items reported within seven days of delivery, subject to the Return & Refund Policy and applicable law.

I received a damaged or defective item. What should I do?

Contact us within seven days with your order number, description and clear photographs or video. Once approved, we will arrange a refund or free reshipment.

I received the wrong item. What should I do?

Do I need to return a damaged or incorrect item?

You do not normally need to return an approved damaged, defective or incorrect item unless support instructs you otherwise.

Can I return an item because I changed my mind?

Change-of-mind returns are not accepted under the current final-sale policy, except where required by applicable law.

Contact & support

How can I contact Novva Living?

Email hello@novvaliving.com or use the website chat option when visible. You can also visit the Contact Us page. We aim to respond to email within one to two business days.