Returns centre
Send it back, no awkward questions
30 days from delivery, one short message to start, and a refund to the card you paid with. Here is exactly how it goes.
The five steps
- 1
Check the clock
You have 30 days from the day your order was delivered. The item should be unused, in its original packaging and in a resalable condition.
- 2
Send us the request
Tell us your order number and a sentence about what is wrong. That is all we need to get started.
- 3
We reply within one business day
We confirm whether it needs to come back, and send you the return address and instructions.
- 4
Pack it up and send it
Use the original packaging where you can, and drop it with the carrier. Keep the tracking receipt until your refund lands.
- 5
We refund you
Once it arrives and has been checked, we refund to the same payment method you paid with. It usually shows up within 5-10 business days.
When we pay the return postage
If the item arrived damaged, is faulty, or is not what you ordered, we cover the cost of sending it back and we replace or refund without quibbling.
For a change-of-mind return, the item has to go back at your own cost.
Arrived damaged or missing?
Report it within 7 days of delivery, with a photo where you can. Send it to supportnovaly@gmail.com with your order number and we will sort it out the same day.
What can and cannot come back
- Most items, within 30 days of delivery, unused and in their original packaging.
- Faulty or misdescribed goods at any point, including under the two-year EU guarantee of conformity.
- Personalised items, and sealed goods unsealed for hygiene reasons, are excluded from change-of-mind returns. If they arrive faulty, the guarantee above still applies.
The full legal wording sits in our returns and refunds policy and our terms of sale.