Refund and Exchange

DAMAGES & ISSUES

Every single pieces from NOVELLA is hand checked before shipment to ensure the perfect condition. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

RETURN

Returns must be postmarked within 7 days of the date your item was delivered and shipping must be paid for by the customer.

All exchange items must be unworn, unused and in it's original packaging. Request for return or exchange must be made within 48 hours of receiving the order. We have the right to refuse returns that are not in original condition. You’ll also need the receipt or proof of purchase. We will refund the price of the piece minus 30% handling fees excluding shipping.

You may email novellafinery@gmail.com with your order information and a reason for your exchange, possibly a picture of the defect, we will send you an approval number.

To start a return, you can contact us at novellafinery@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

REFUNDS

You will be notified once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Your account will be credited, less any shipping costs, within 5 business days of return receipt. You will be emailed a return confirmation at that time. All refunds will be issued in the same form as original payment.

 

EXCEPTIONS / NON-RETURNABLE ITEMS

Unfortunately, we cannot accept returns on sales items or custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Clients are responsible for return shipping charges. If there was a mistake on the part of Novella Finery, or in the case an item was defected or damaged, client will be reimbursed for both delivery and return shipping charges. Novella Finery is not responsible for any return packages not received.

Please note that we do not accept liability for shipping loss or damage of returned goods. We cannot refund international duties and taxes. For more information on reclaiming international duties and taxes, please contact your local customs bureau.