Refund policy
Refund & Return Policy
Last updated: July 21, 2025
At Novaile, we want you to love what you ordered. If something isn’t right, here’s how our return process works:
🛍️ Returns
To be eligible for a return, items must be:
-
In original condition (unworn and unused)
-
With all tags attached
-
In the original packaging
-
Accompanied by proof of purchase (e.g. order confirmation or receipt)
You have 14 days from the delivery date to request a return.
To start a return, email support@novaile.co with your order number and reason for return. Once approved, you’ll receive return instructions.
📦 Note:
-
Customers are responsible for following all return instructions.
-
We do not offer exchanges. If you need a different size or item, return the original and place a new order.
-
Returns requested after 14 days from delivery will not be accepted.
💸 Refunds
Once we receive and inspect your returned item, we’ll notify you by email.
If approved, your refund will be processed to your original payment method.
Shipping costs are non-refundable. These typically range from £3–£5.
🚚 Shipping Disclaimer
Novaile is not responsible for carrier-related issues once the package has been handed over (e.g. delays, lost parcels).
If an incorrect or invalid address is entered during checkout, we cannot make changes once the order is placed.
If your package is returned due to an invalid address, you’ll be refunded (minus the original shipping cost) once we receive the returned item.
❓ Need More Help?
If you have any questions, feel free to reach out:
📩 support@novaile.co
We’re happy to assist.