A flat rate will apply to shipping costs across all main areas in South Africa (Johannesburg; Pretoria; Cape Town; Bloemfontein; Durban; Port Elizabeth; East London; George; Kimberley; Ladysmith; Nelspruit; Polokwane; Potcheftstroom; Welkom; and Witbank). Unfortunately we do not ship to remote, outlying areas. For international orders, shipping costs are calculated at checkout and your order will be shipped with DHL.
Once shipped, you will be provided with a tracking number to trace your parcel.
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 really hope you love your new item, but if you are not entirely satisfied with your purchase, we are here to help. Please contact us on firstname.lastname@example.org with proof of any damage caused by shipping & handling, or any other complaints and we will examine your issue on a case-by-case basis. We cannot refund shipping costs, thus any return shipping fees will need to be on your account.
All returns must be requested via email within 3 calendar days of receiving your NovaWoolf product. Please provide detailed reasons and (where applicable) photographic evidence motivating your request for return.
To be eligible for a return, your item must be unused and in the same condition that you received it. Refunds and exchanges will only be granted if the product is still intact in its original packaging. No refunds or exchanges will be considered if the product has been exposed from its original packaging.
For any request for return, you need to supply the receipt or proof of purchase for your item.
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, 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 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 a certain amount of days, depending on your card issuer’s policies.
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.