FAQs
FREQUENTLY ASKED QUESTIONS
How can I contact NovaLuxe?
You can email us at shopatnovaluxe@gmail.com, and our customer service team will be happy to help you with whatever you need!
Do you ship worldwide?
Yes, we offer worldwide shipping.
Where do you ship from?
We primarily ship from our international warehouse. Please note that shipping times may vary by destination.
Can I change or cancel my order?
We aim to process orders as fast as possible. Please request any changes or cancellations within 12 hours of placing your order. All requests after this period will be denied. However, you can still return the item for a full refund once it arrives.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.
When will my order be processed?
All orders are handled and shipped out from our warehouse. Please allow extra time during holidays and sale seasons. We process orders Monday to Friday, and most orders ship within 1–3 business days after processing. (Please note we do not ship on weekends.)
How long will it take to receive my order?
Due to varying demand and international logistics, orders may take 2–4 weeks to arrive. We appreciate your patience and will do our best to get your order to you as quickly as possible.
What if I don't receive my order?
If you don’t receive your order within 30 days after it’s shipped, you are eligible for a full refund. Simply reach out to us at shopatnovaluxe@gmail.com.
Will I be charged customs or taxes?
Prices on our site are tax-free in US Dollars. You may be liable for duties and taxes once your order arrives, as determined by your local customs office. Payment of these charges is your responsibility and is not covered by NovaLuxe. We are not responsible for customs delays. For further details, please contact your local customs office.
How do I return an item?
Please email us at shopatnovaluxe@gmail.com with your order details, and we’ll provide return instructions. You can also review our Return & Refund Policy for more information.
What if the item(s) I received are defective/incorrect/damaged?
Contact us immediately at shopatnovaluxe@gmail.com if you receive an item that is incorrect, missing, or damaged. Please include:
- Your order number
- Photos of the item(s)
- Any relevant details
We will work diligently 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, refunds typically appear 7–10 business days after we process your return or cancellation. If you haven’t seen the credit posted yet, contact your bank or credit card company, as it may take additional time to appear in your account.
For any further questions, feel free to email us at shopatnovaluxe@gmail.com. We’re here to help!