FAQ
Delivery
What are the delivery times?
Our standard delivery times are 5 to 7 working days from the date your order is dispatched. However, these times may vary during periods of high demand or depending on your location.
Can I track my order?
Yes, once your order has been shipped, you will receive an e-mail containing a tracking number. You can use it on our website or on the carrier's website to track your parcel.
What should I do if I don't receive my order?
If you don't receive your order within the time indicated, please check the tracking of your parcel. If you have any concerns, please contact our customer service department so that we can investigate.
Is delivery free?
We offer free delivery on all orders with no minimum purchase.
Returns and exchanges
Can I return an item?
Yes, you can return an item within 30 days of receiving your order. Items must be in their original condition, unused and in their original packaging.
What should I do if I receive a faulty or incorrect item?
If you receive a faulty or incorrect product, please contact us within 14 days of receiving your order for an exchange or refund.
How do I initiate a return?
To initiate a return, please contact us for a return number and further instructions.
Am I responsible for return shipping costs?
Return shipping costs are at the buyer's expense, except in the case of error on our part (defective or incorrect product).
How long does a refund take?
Refunds are generally processed within 5 to 10 working days of receipt of the returned item.
Orders and payment
What payment methods do you accept?
We accept several methods of payment, including credit cards (Visa, MasterCard, American Express), PayPal and bank transfers.
Can I change or cancel my order?
If you wish to change or cancel your order, please contact us as soon as possible. We will do our best to accommodate your request before shipping.
Do your prices include VAT?
Yes, all our prices include the applicable VAT. You'll see the total amount when you place your order.
Products
Are the items available in stock?
If an item is out of stock, we will inform you of the restocking date as soon as possible.
Are your products guaranteed?
Yes, all our products are guaranteed. The duration and conditions of the warranty may vary depending on the product. See the product page for details.
How can I leave a product review?
Once you've made a purchase, you'll receive an e-mail inviting you to leave a product review. You can also leave your review directly on the product page.
Customer service
How can I contact customer service?
If you have any questions or concerns, you can contact us via our contact form on the site, or by e-mail at contact@novaro-shop.com
What are the support hours?
Our customer service is available Monday to Friday, from 9am to 6pm. We are committed to responding to your requests as quickly as possible.
What should I do if I have technical problems on the site?
If you encounter technical problems on our site, please contact us so that we can help you.
Security & Privacy
Is my personal information secure?
Yes, we take the security of your information very seriously. All transactions are processed via secure connections, and your personal data is never shared with third parties without your consent.
What do you do to protect my privacy?
We have a strict privacy policy that describes how we collect, use and protect your personal information. You can read our privacy policy for more details.
Do you use cookies?
Yes, our site uses cookies to enhance your browsing experience. You can manage your cookie preferences via your browser settings.
What should I do if I have a concern about my order?
If you have any concerns about your order, please do not hesitate to contact our customer service department. We're here to help you resolve any issues you may have.
