Frequently Asked Questions
ORDERS AND DELIVERY:
WHAT IS THE DELIVERY TIME?
We offer delivery within 8-12 business days, straight to your door or letterbox.
HOW DO I KNOW IF MY ORDER HAS BEEN REGISTERED?
You will receive an email confirming that your order has been placed.
Once your order has been dispatched from our warehouse, you will receive a further email confirming it is on its way, along with a tracking number.
You can then follow your order via the "TRACK MY ORDER" page on our website.
WHEN IS MY ORDER PROCESSED?
Orders are processed within 24–48 hours of being placed and are then dispatched on an ongoing basis from our warehouse.
I FORGOT TO USE MY DISCOUNT CODE AT CHECKOUT — WHAT SHOULD I DO?
Not to worry! We're happy to help with your order. Have your order number to hand and contact our support team at: support@trynoovi.com
RETURNS AND EXCHANGES:
RETURN AND REFUND REQUESTS:
Our commitment to your satisfaction is reflected in our carefully selected products, backed by our 90-day satisfaction guarantee. If you're not completely satisfied, we'll begin processing a refund for the full amount you paid. For returns, please:
- Send an email to our support team at: support@trynoovi.com
- Follow the instructions provided by our customer support team.
- Once your request has been approved, you will receive a confirmation email with postage instructions.
CAN I CHANGE OR CANCEL MY ORDER?
As we aim to process all orders as quickly as possible, any changes or cancellations must be requested before the order has been processed and dispatched. Requests received after the order has been dispatched will be handled as a return. You can return your order to us using a tracked delivery method for a full refund once it has been received.
WHAT HAPPENS IF I DON'T RECEIVE MY ORDER?
If you have not received your order within 20 business days of the order date, please contact our support team for a full refund: support@trynoovi.com
WHAT IF THE ITEM(S) I RECEIVED ARE INCORRECT OR DEFECTIVE?
Please contact our support team if you have received items that are incorrect, faulty, or defective. Include your order number, photos of the item(s), and any relevant information when you get in touch. We will do our very best to resolve your case as quickly as possible.
WHEN WILL I RECEIVE MY REFUND?
All refunds are credited to your original payment method. If you paid by credit or debit card, the refund is sent to your card issuer within 5–8 working days after the returned item has been received or after the cancellation request has been processed. Please contact your card issuer if you have any questions about when the amount will be credited to your account. If you have not yet received your refund, please contact our support team: support@trynoovi.com. Please note that it may take some time for the refund to appear on your account.
WILL I BE CHARGED CUSTOMS OR DUTIES?
In most cases, there are no additional customs fees. In the rare event that customs duties are applied, these are the responsibility of the customer.
STILL HAVE QUESTIONS?
Send us an email at: support@trynoovi.com
Please note: for the fastest possible handling, please send one email per issue. Multiple messages about the same matter may increase response times. We respond within 24 hours, every day.
Emails regarding cancellation or changes to your order are given priority.