Frequently Asked Questions
Have a question? We're here to answer some common questions you might have about our policies and services.
1. What is your return policy?
We offer a 30-day return policy. If you're not satisfied with your purchase, you can return it within 30 days of receiving your order. Please ensure the item is in its original condition and packaging.
2. How long does it take to receive a refund after a return is approved?
Once your return is approved, we aim to process your refund within 10 days. Please note that it may take a few additional days for the refund to appear in your account, depending on your bank or payment method.
3. What is the delivery time for orders?
Our delivery time is between 2-8 business days depending on the country of destination. For more information, please contact our Shipping Policy page.
4. Do you offer free shipping?
Yes, we are delighted to offer free worldwide shipping with Tracking code on all orders.
5. Can I track my order?
Yes, you can track your order. Once your order is shipped, you will receive a tracking number via email. You can use this tracking number and your Track your order page to monitor the status and location of your package.
6. How can I initiate a return?
To initiate a return, please visit our Refund & Return Policy page on our website. Follow the instructions provided to request a return authorization. We will guide you through the process from there.
7. What if my order arrives damaged or with missing items?
If your order arrives damaged or with missing items, please contact us at info@novus-age.com immediately. We will assist you in resolving the issue and ensuring you receive the items you ordered in perfect condition.
8. Can I exchange an item instead of returning it?
Currently, we do not offer direct exchanges. However, you can return the item following our return policy and place a new order for the desired item.
9. How can I contact your customer support team?
You can reach our customer support team by email at info@novus-age.com or through our Contact page on the website. We aim to respond to all inquiries within 24 hours during business days.
10. What payment methods do you accept? - We accept a variety of payment methods, including credit/debit cards (Visa, MasterCard, American Express), PayPal, iDEAL, Apple Pay and other popular online payment options. You can choose your preferred method during the checkout process.
If you have any further questions or concerns not covered here, please don't hesitate to reach out to our customer support team. We're here to assist you and ensure you have a great shopping experience with us!