Shipping Policy

Shipping Policy

Thank you for shopping with Novella. Please review our shipping policy below for details on order processing and delivery.

Order Processing Time

All orders are processed and dispatched within 1–2 business days after payment is confirmed. Orders are not processed or shipped on weekends or public holidays.

During periods of high demand (e.g., sales, holidays), processing may take slightly longer. We'll notify you of any significant delays affecting your order.

Shipping Time

Once dispatched, delivery times vary depending on your location:

Please note: delivery times are estimates provided by our shipping carriers and are not guaranteed. Factors such as customs processing, local courier delays, weather, and public holidays may extend delivery beyond the estimated window.

Order Tracking

Once your order has shipped, you will receive a confirmation email with a tracking number. Please allow 24–48 hours for tracking information to update after dispatch.

Customs, Duties, and Taxes

For international orders, your shipment may be subject to import duties, taxes, and customs fees imposed by your destination country. These charges are the responsibility of the customer and are not included in the item price or shipping cost. Please check with your local customs office for more information before placing an order.

Order Delays

While we work with reliable shipping partners, occasional delays can occur, particularly with international deliveries, due to:

• Customs clearance processes
• High shipping volume during peak seasons
• Incorrect or incomplete shipping addresses
• Local carrier disruptions

If your order hasn't arrived within the estimated delivery window, please contact us at [support email] and we'll help track it down.

Incorrect Shipping Addresses

Please double-check your shipping address at checkout. We are not responsible for orders shipped to incorrectly provided addresses. If you notice an error, contact us immediately at [support email] — we'll do our best to update it before dispatch, but cannot guarantee changes once an order has shipped.

Lost or Missing Packages

If your tracking shows your order as delivered but you haven't received it, please check with neighbors or your local carrier office first, then contact us at [support email] so we can investigate.

Multiple Items

If you order multiple items, they may be shipped separately and could arrive in different packages or at different times, depending on stock location.

Contact Us

For any questions about your order or this shipping policy, please reach out to us at:
📧 [support email]