Frequently Asked Questions (FAQs)

What payment methods do you accept?

We accept a range of secure payment methods, which may include:

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
• Google Pay

Available payment methods may vary depending on your country, device, and checkout options. The payment methods shown at checkout are those currently available for your order.

Do you ship internationally?

Yes. Nova Store ships to customers in multiple countries worldwide.

International shipping is currently FREE, unless otherwise stated during checkout.

Shipping availability may vary for certain products or destinations.

How long will my order take to arrive?

Orders are normally processed within 1–2 business days after payment authorization and verification.

Estimated delivery times after dispatch are:

United States: approximately 1–2 weeks
International Orders: approximately 2–3 weeks

These are estimated delivery times rather than guaranteed delivery dates.

International shipments may occasionally experience delays due to customs processing, local postal services, carrier delays, weather conditions, or other circumstances outside our reasonable control.

For more information, please see our Shipping & Delivery Policy.

Will I have to pay customs fees or import duties?

International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price and may be the customer's responsibility.

Customs rules vary by country, so we recommend checking your local requirements if you are unsure.

Where are orders shipped from?

Nova Store works with international suppliers and fulfilment partners.

Depending on the product and destination, your order may be dispatched from an international fulfilment location.

This allows us to offer a wider selection of products to customers in different countries.

Why did I receive only part of my order?

If you order multiple products, they may sometimes be fulfilled from different locations.

As a result, your order may arrive in separate packages at different times.

Where available, separate tracking information will be provided for individual shipments.

If part of your order has not arrived within the expected delivery period, contact us at info@novaoutletstore.com

Can I track my order?

Where tracking is available, we will send tracking information after your order has been dispatched.

Please allow some time after receiving the shipping confirmation for the carrier's tracking system to update.

If you have difficulty tracking an order, contact us with your order number.

Can I cancel my order?

If your order has not yet been dispatched, contact us at info@novaoutletstore.com as soon as possible.

We will try to stop and cancel the order before shipment, although this may not always be possible once processing has started.

If your order has already been dispatched, applicable online cancellation and return rights may still be available.

For most qualifying UK online purchases, customers may notify us of their decision to cancel within 14 days after receiving their order.

Please see our Refund & Returns Policy for full details.

Can I return an item if I change my mind?

For most qualifying online purchases, yes.

UK consumers generally have 14 days after receiving eligible goods to notify us that they wish to cancel, followed by a further period to return the goods.

Certain products may be excluded from change-of-mind returns where permitted by law, such as clearly personalised products or certain sealed hygiene products once opened.

Contact:

info@novaoutletstore.com

We will provide the appropriate return instructions.

What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as reasonably possible at info@novaoutletstore.com.

Include:

• Your order number
• A description of the problem
• Photographs or video where useful

We will review the issue and provide an appropriate solution, which may include a replacement, refund, or another remedy depending on the circumstances and your applicable consumer rights.

Can I get a refund?

Yes, where you qualify under our Refund & Returns Policy or applicable consumer law.

Refunds may apply in circumstances including:

• Eligible change-of-mind cancellations
• Faulty products
• Damaged products
• Incorrect products
• Products that are not as described
• Other situations where applicable consumer law provides a refund right

Approved refunds are generally returned to the original payment method.

Please see our Refund & Returns Policy for complete information.

Are sale items returnable?

Sale or discounted pricing does not remove your statutory consumer rights.

Where an applicable right of cancellation or return exists, eligible sale items will be handled according to our Refund & Returns Policy and applicable law.

Do you offer exchanges?

We do not normally process direct exchanges.

If you would like a different product, color, or variation, please contact us regarding the original item and place a new order where appropriate.

This does not affect any statutory right to a repair or replacement for faulty goods.

How can I contact Nova Store?

Our customer support team can be contacted at:

Email: info@novaoutletstore.com
Phone: +44 7402196530
Website: https://novaoutletstore.com/

Nova Store is operated by:

NOVA GROUP, NOVAOUTLETSTORE LTD 
Company Number: 16998081
Registered Office: Office 777 85 Dunstall Hill, Wolverhampton, United Kingdom, WV6 0SR