Returns & Refunds
Because ease matters, and your joy is our priority.
We want you to truly love what you choose from NOVAWOOLF. If something isn’t quite right, we’ve created a return and refund process that’s as smooth and considered as everything we do. All we ask is that you honour a few fair guidelines. They help us continue crafting the pieces you love.
1. Return Eligibility
You’re welcome to return your purchase if the following conditions are met:
- The item is unused, in its original packaging, and in the same condition you received it.
- Your return is requested within 30 days of receiving your order.
- You provide valid proof of purchase.
Please note:
- Sale items are not eligible for return or exchange.
- Some specific items (like personalised products, or hygiene-sensitive goods) may not be eligible for return. Always check the product description before purchasing.
2. How to Start a Return
We’re here to help. To initiate your return:
- Email us at info@novawoolf.com or use the contact form on our website.
- Include your order number and the details of the item(s) you wish to return.
- Let us know your reason, and include clear photos if helpful.
Our team will guide you through the process, including return courier details. Please allow 1 to 5 working days for a reply. We appreciate your patience.
3. Refunds and Processing Time
Once your return is received and inspected:
- We’ll notify you if it’s been approved or declined.
- If approved, we’ll process your refund within 5 business days to your original payment method.
- Please note that depending on your bank or payment provider, the funds may take additional time to reflect.
Kindly note: Original shipping costs (from NOVAWOOLF to you) are non-refundable and will be deducted from your refund.
4. Exchanges
Looking for a different size or colour?
- Please follow the return process outlined above.
- Once we receive your original item, you can place a new order for your preferred item.
All exchanges are processed as a return and new purchase. Shipping costs for exchanges are your responsibility.
5. Damaged or Incorrect Items
We hold ourselves to high standards. If something slips through:
- Contact us within 48 hours of delivery at info@novawoolf.com.
- Include clear photos of the item and packaging.
- We’ll arrange a replacement or full refund at no additional cost to you.
6. Return Shipping Costs
- If we’ve made an error (wrong or damaged item), we’ll cover the return shipping.
- If you're returning for personal reasons (such as a change of mind), the return shipping is your responsibility and is non-refundable.
Once your return is approved, we’ll arrange a courier collection through our delivery partner. Please ensure the item is securely repacked in its original packaging and ready for pickup within 3 calendar days of approval.
7. Policy Updates
We may update this policy from time to time. Any changes will always be reflected on this page.
8. Still Need Support?
We’ve got you. If you have any questions about returns or refunds, reach out at info@novawoolf.com. We're here to help.
With gratitude,
The NOVAWOOLF Team
