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faq's
  • How long will shipping take?
    Approximate delivery times according to the Royal Mail website are: 1st Class delivery aim: the next working day including Saturdays 2nd Class delivery aim: two to three working days including Saturdays Europe delivery aim: 3-5 working days Worldwide delivery aim: 6-7 working days Please note that "working days" do not include weekends or holidays. These times do NOT include our processing times. These are approx. from the date your dispatch email is sent.
  • What is the shipping cost?
    Shipping depends on the weight and size of your order as well as your location. We are based in the UK so any orders outside will be a little more. You can check the shipping cost when checking out before completing the order.
  • When will my order ship?
    Current processing times for all orders are 5-7 working days. This does not include weekends or bank holidays.
  • What should I do if I think my order is lost?
    Unfortunately, if your order has been sent with standard shipping (without tracking), and you believe it to be lost, there is limited things we can do to recover the missing item. We will of course do everything in our power to solve the issue! If your item has not arrived to you after the following time, please get in touch: ​ UK orders: please contact me if your order has not arrived 2 weeks after the expected delivery date. (this is the processing times + estimated delivery times + the additional 2 weeks). ​ European orders: please contact me if your order has not arrived 4 weeks after the expected delivery date. (this is the processing times + estimated delivery times + the additional 4 weeks). Rest of World orders: please contact me if your order has not arrived 5 weeks after the expected delivery date. (this is the processing times + estimated delivery times + the additional 5 weeks). ​ IMPORTANT: We are unable to make a lost items claim with Royal Mail until the weeks stated above and so there would be nothing we could do until then. You can get in touch before these dates if you would like to, however we cannot claim your items as lost until the above times have passed, so it will unfortunately be a case of waiting it out.
  • What should I do if my order has turned up damaged?
    Unfortunately there are a few different reasons this could happen. All items are dropped at the post office and so if they have been damaged on their way to you, please do get in touch with us with photos of both the damaged items as well as the packaging. We will do what we can to help sort the issue, and if needed, will get in touch with Royal Mail from our end, and photos will speed up this process.
  • Is there a tracking number for my order?
    Tracking your order is an optional add-on you can choose at checkout. If you choose standard shipping your order will not come with any tracking information, and once the order has been taken to the post office there is no way of finding out where your order is. If you choose a tracking option, your tracking number will be sent to you when you receive the dispatch notification. Check above FAQ's if you believe your order may be lost. Unfortunately, if your order has been sent with standard shipping without tracking, there is limited things we can do to recover the missing item. We will of course do everything in our power to solve the issue!
  • What should I do if the address is incorrect and the order has shipped already?
    If the address you wrote for your order to be sent to is incorrect, the package should be returned to me, but there are no guarantees that this will happen. If it is returned to me, I will get in contact with you, and you can then pay the shipping cost again to have the order re-posted to the correct address (this would then be your responsibility as it was an issue on the buyer's end. If you would not like to pay postage again, we will not be able to resend the items to you, and a refund will not be given ). Please be aware that the order may take a while to be returned, if it is returned at all. If it is not, unfortunately there is nothing I can do so please double-check that you have written the correct address.
  • Do you accept cancellations, returns or exchanges on my order?"
    We will accept cancellations of any orders placed, so long as it is within 24 hours and is NOT a personalised prder - these can NOT be cancelled. Once these 24 hours have passed, the order cannot be cancelled. Most of the items sold are made to order, and so we will leave you 24 hours to cancel however once we begin creating your items, we can no longer accept cancellations. We do not accept returns or exchanges on our items. If you have any issues with your items of any kind please contact me.
  • Can I combine multiple orders?
    If you have placed multiple orders and would like to see if combining them together is an option, please get in touch with us via email with your name and both order numbers as soon as you can as there is always a chance that your order has already been packaged and shipping has been paid for.. For protection purposes, we will not combine multiple orders without a written request from yourself. If you do decide you would like to combine orders, we will refund any excess shipping costs as we fulfill your orders. ​
  • Can I review my order?
    YES! We are so appreciative of anyone that would like to leave us a review! We have a Review Page where you can simply type your review, and share to the site! It is completely up to you how much detail you would like to go into!
  • How often do you have new items listed?
    We try to have new items up weekly but the best way for you to find out about new items would be keeping up to date with our social media pages, all of which can be found through the contact page!
  • Who runs Novabelle?
    We have an About page on the site, where I (Jaimie) introduce myself, the shop and my little helpers! Feel free to take a read if you're interested!
  • Policies for using discounts?
    Any discount codes available for you to use will have all terms of use added with them. They must be applied at the checkout and cannot be added to your order once it has been placed. Contacting us to cancel your order due to forgetting to add a discount code is not allowed.
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