Shipping policy


  • While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.

  • If any items in your order are out of stock at the time your order is packed, we will notify you via email. 

  • All orders sent require a signature on delivery.

  • NOVAWOOLF will not be held responsible for any theft or damage if you provide us with the authority to leave your parcel at an unattended address. All risk in the parcel will remain with you upon delivery and NOVAWOOLF will not offer a replacement or refund for any loss or damage as a result of selecting to leave your parcel without a signature.


  • Unfortunately, any order placed on a public holiday will only be processed the following business day. 

  • Any orders required for dispatch by the customer on a public holiday will only be scheduled for the following business day. 


  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. 

  • If you receive approval for a refund for your item, the cost of original shipping (from NOVAWOOLF to you) will be deducted from the total item purchase price of your refund. Thus, you will not be refunded for the full purchase price, since all purchase prices on the NOVAWOOLF online store include shipping. 

  • Following approval for a return, you must ship your item back to NOVAWOOLF in the same packaging that you received the item, to be delivered within 3 calendar days of return approval. 

  • Refunds & Exchanges 

  • Refunds or exchanges will only be processed once the product has been received and assessed by NOVAWOOLF. Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund or exchange after inspecting the item. 

  • If your return is approved, we will initiate a refund to your credit card (or original method of payment). The refund will exclude any shipping costs (see above). 

  • You will receive the credit within the time period as per the payment processing policies of our payment partners and depending on your card issuer's policies. Unfortunately, we do not have control over refund payment timelines of our payment partners.

  • Exchanges will be treated as refunds and subsequent new purchases and shipping costs remain the responsibility of the client. Thus, for exchanges, you must first submit a return, receive a refund, and then purchase your new product from NOVAWOOLF as per normal purchasing procedures. 


  • If you have any questions on how to return your item to us, contact us. 


  • If your purchased item is in stock, it will be packaged and shipped to you within 3 working days of your order. 

  • Once shipped, you will be provided with a tracking number to trace your parcel via our courier partners. Delivery time depends on your location, but as a guideline, South African orders usually take between 1-3 days to deliver, while US orders take approximately 10-20 days.

  • Please provide us with your physical address, as the courier service used will not deliver to a P.O. Box. Please ensure that there will be someone available to receive your order at the address you have supplied. We cannot be held liable for rescheduling via our Courier Partners, if you were unavailable to receive your order at the address provided.