Welcome to The Nova Wear FAQ section. We’ve gathered answers to common questions to make your shopping experience smooth and worry‑free. If you need additional help, our support team is always ready to assist.
General information
Ordering & Payments
Where is your business located?
The Nova Wear is based in the United Kingdom and serves customers across the UK.
Do you ship internationally?
Currently, we ship only within the United Kingdom.
How can I contact customer support?
You can reach us via the https://thenovawear.com/pages/contact or email us directly at support@thenovawear.com.
Do you have a physical store?
We operate exclusively online, which allows us to offer competitive prices and a wide product selection.
Can I place bulk orders?
Yes, bulk orders are welcome. Please contact our support team for details and arrangements.
How do I place an order?
Add your desired items to your basket, proceed to checkout, enter your shipping and payment details, and confirm your order. You'll receive an order confirmation email once placed.
What payment methods do you accept?
We accept PayPal secure payment options displayed at checkout. Payments are processed securely through third-party providers.
Can I change or cancel my order after placing it?
You can cancel within 24 hours of placement for a full refund by emailing support@thenovawear.com with your order number. After that, if the order hasn't shipped, we may still be able to help – contact us immediately.
How long does delivery take?
Here’s what you can expect for order processing and delivery:
● Order cutoff time: Orders placed after 6pm & (GMT+00:00)] will be processed the next business day.
● Processing time: Typically 1–2 business days, Monday through Friday.
● Transit time: Around 5 –9 business days, depending on carrier and destination.
● Estimated delivery window: Approximately 6 –11 business days in total.
For complete details, see our https://thenovawear.com/pages/shipping-policy.
Do you provide free shipping?
Yes, we offer free shipping on all Orders.
Can I track my order?
Yes! Once dispatched, you'll receive an email with tracking information.
What if my order arrives damaged or is lost?
Contact us within 48 hours of delivery with photos if damaged. For lost parcels, let us know as soon as possible. We'll investigate with the carrier and resolve the issue.
What is your return policy?
We offer a 30-day voluntary return period for change-of-mind returns, plus your full legal rights under UK law (including a 14-day cooling-off period). For more information Visit our return and Refund Policy Page
Who pays for return shipping?
You pay return shipping for change-of-mind returns. We cover it if the item is faulty, damaged, or incorrect.
How long do refunds take?
Once we receive and approve your return, refunds are processed within 5-7 business days depending on your payment provider. See our Refund Policy for more.
How do I exchange products?
For exchanges (size, color, or product), please follow the instructions in our Return Policy.
Are personalized or custom-made items returnable?
No, personalized, engraved, or custom-made jewelry is non-returnable unless faulty.
How long will my order take to arrive?
Orders are processed within 1-2 business days. UK standard shipping takes 5-9 business days.
Contact Us
For questions or assistance with returns, refunds, or exchanges, please contact:
- Website Name: The Nova Wear
- Company Name: AURA LOOM LIMITED
- Address: 69 Friars Road, London E6 1LJ, United Kingdom
- E-Mail: support@thenovawear.com
- Phone: +44 7466 044987
- Contact Us: Click here
Customer Service Opening Hours:
- Monday to Friday: 9:00 AM – 9:00 PM
- Saturday and Sunday: Closed
Time Zone: GMT (Greenwich Mean Time / Western European Time)
🕒 Response Time: We respond within 24 hours.
