Return policy

NOTE: WE DO NOT OFFER FREE RETURNS, CHARGES APPLY. ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN CHINA AT THE CUSTOMER'S EXPENSE.

If you are not satisfied with your purchase, you can return it within 30 days of the delivery date for a full refund or exchange. Please contact us at info@novaandchic.com for the return address. Please note that you responsible for all return shipping costs.

Return Policy

  • All items must be returned in their original sale condition, unworn, unwashed, or unaltered, with all tags still attached.

  • All items must be returned in the original packaging.

  • Returns must use the same service as the original delivery.

  • Returns must be send to the return address in the return form.

  • Custom items cannot be returned.

  • Hygiene products, such as underwear, cannot be returned for safety and health reasons.

Return Package Guidelines

  • Please make sure your return package is clearly marked as a return (by ticking the return box on the postal service form). The total value of the returned items must also be included.

  • A return package may contain a maximum of 3 items (or 2 if the items are bulky, such as winter jackets or shoes). This is to prevent damage during shipment.

How to Return Your Order

To complete your return, please send an email to info@novaandchic.com and provide the following:

  1. Your order number

  2. The reason for return

  3. Track and trace number

  4. Photos of the item(s) as received, including the item(s) unworn, unwashed, with tags attached, and in the original packaging

If you do not follow these steps and return the package yourself, you will not be entitled to a refund. We look forward to your positive response.

Once your return has been received and inspected, we will send you an email to confirm receipt of the return. We will also notify you if your refund is approved or rejected.

Refunds (If Applicable)

If your returned package is received at the return address and approved by us, your refund will be processed and a credit will be applied to your credit card or original method of payment within 5 business days. 

Refunds (If Rejected)

If your return is rejected, we will send the item back to the delivery address of the customer at no additional cost.

Your return will be rejected in the following situation and a full refund will not be applicable:

  • Incomplete or damaged products: The product/order is missing parts, components, or the original packaging is damaged or not included.

  • Damage due to careless use: Damage caused by improper handling, misuse, or normal wear and tear will not be accepted.

  • Unclean hygiene products: Products that require hygiene, such as underwear and lingerie, cannot be returned for safety and health reasons.

  • 30 days return policy expired: Returns must be initiated and the product sent back within 30 days of purchase. Any returns received after this period will not be accepted.

Unfortunately, we are unable to process refunds for returns that do not arrive at the designated return address.

Late or Missing Refunds (If Applicable)

If you haven't received your refund yet, first check your bank account again. Then contact your credit card company. It may take some time for your refund to be officially posted. After that, reach out to your bank, as they may have a processing time before the refund appears.

If you’ve done all of this and still haven’t received your refund, please contact us.

Customs

We are not responsible for any additional fees the customs may charge you for getting the order to the return address. If your returned package is stuck or lost at the customs, we can not issue a refund. 

Exchange Policy

You may exchange your order once within 30 days of receiving it. The only cost you will be responsible for is the shipping fee.

When choosing this option, you can keep the original item. The shipping fee will be calculated based on the courier used, the weight of the package, and the number of packages involved in the exchange. 

Damaged or Incorrect Items Received

If you receive defective or incorrect items, please follow these steps:

  1. Contact our customer service team via email at info@novaandchic.com

  2. Provide photos/videos and description of the damaged or incorrect item along with the order number.

Once we reviewed the information and assessed the damage, we will arrange a reshipment for the affected item(s) at no additional cost to you.

Please note that all claims for damaged, defective, or incorrect items must be reported within 7 days of receipt. We can only offer a replacement and are unable to issue a full refund.

Missing Items in Order

When you received your order but there are items missing, we will resend the missing item(s) free of charge. 

Please note that we can only offer a reshipment and are unable to issue a full refund.

Home Delivery Refused/Undeliverable Post Office

In the following specific cases where delivery cannot be completed, additional costs may apply to cover administrative and shipping fees:

  • Invalid Address Provided: If the delivery address entered by you during checkout is incorrect or invalid, and the package cannot be delivered.

  • Uncollected Packages: If the package is sent to a pick-up point and is not collected by you within the courier’s specified deadline.

  • Delivery Refused: If you refuse to accept the delivery.

A fee of $10 per parcel will be deducted from the total order value to cover these costs.

For orders containing multiple parcels, the fee will be calculated based on the number of parcels and their respective shipping weights.

Incorrect Address Provided by the Customer

If you provide an incorrect address during the checkout process, and your order is delivered to that incorrect address, you will be responsible for any costs or losses associated with the misdelivery.

According to applicable legal regulations, once the package has been dispatched to the address you provided, we are not liable for delivery issues caused by incorrect information.

If your package is returned to us due to an incorrect address, you will only have the option to have the order reshipped to the correct address, at your own expense. You will be responsible for the full cost of reshipping.

Please note that no refunds will be issued if your order was delivered to the incorrect address you provided.

How Much Are The Return Costs?

You are responsible for the actual shipping costs associated with returning your items. Typically, these costs range between $25-$35 per parcel, excluding additional customs fees of around $12.50-$15. 

Please note that these costs depend on the weight of the package and the courier used.