FAQ
SHIPPING
All orders are processed and fulfilled within 1–2 business days. Once fulfilled, your order will be shipped immediately.
UK Orders usually arrive within 2–3 business days after fulfilment.
International Orders may take longer depending on the destination country, customs processing, and local postal services.
⚠️ Please note: Any customs duties, taxes, or import fees are the responsibility of the customer and are not included in the shipping cost.
If you haven’t received an email confirmation within a few days of placing your order, please check your spam or promotions folder.
REFUNDS / RETURNS
To be eligible for a return, item/s must be:
- In original condition (unworn or unused)
- Have tags still attached
- Be in the original packaging
- Accompanied by a receipt or proof of purchase
To start a return, email us at support@novaile.co with your order number and the reason for return. Once approved, we’ll provide instructions on how to send the item back.
⚠️ Please note:
- Customers are responsible for following all return instructions.
- We do not offer exchanges. If you want a different size or item, simply return your order for a refund and place a new one.
- We offer a 14-day return window starting from the day your order is delivered. Requests made after 14 days cannot be processed.
SHIPPING PROVIDER DISCLAIMER
NOVAILE is NOT responsible for shipping errors caused by the carrier.
If a customer provides an incorrect or invalid address during checkout, we are unable to make changes once the order is placed.
If your package is returned due to an invalid address, please contact us at support@novaile.co. Once we receive the returned package, we will issue a refund excluding the shipping fee.
🔁 Shipping fees are non-refundable and typically range between £3 – £5.
NEED MORE HELP?
If you have any questions not answered here, feel free to reach out to us at support@novaile.co — we’re happy to help!