Shipping policy
Free Shipping
Novae offer free standard shipping with tracking for all orders. Tracking details are shared with the customer via our Platform.
All orders are processed and shipped within 2 business days.
- Business days are Monday-Friday, excluding bank holidays and weekends.
- For orders placed after 1 PM, the delivery time will be calculated from 8 AM the following morning.
Delivery Address Changes
Once an order has been submitted, we are unable to modify the delivery address. It is your responsibility to ensure that the shipping address provided at checkout is complete and accurate.
Novae is not responsible for delays, misdelivery, or non-delivery resulting from incorrect or incomplete address information provided by the customer.
Undelivered Orders
While rare, there are occasions where tracking confirms delivery, but the customer is unable to locate the package. If this happens, we recommend taking the following steps first:
Check with neighbours – The courier may have left the parcel with a nearby resident.
Look around the delivery location – Parcels are sometimes placed in safe spots such as behind bins, over fences, or in a porch area.
Check your mail slot – A failed delivery slip may have been left with instructions on where to collect your parcel.
If you still cannot locate your item after checking the above, please contact our Customer Service team within 2 calendar days of the confirmed delivery date (as shown on the tracking information). This timeframe allows us to investigate the issue promptly with the carrier.
Signature Requirements
For security purposes, a signature is required upon delivery for all new orders and replacement items. This helps protect your purchase and ensures that the item is safely received by you or an authorised representative.
If you are unavailable at the time of delivery, the carrier may leave a notification with instructions on how to reschedule or collect your parcel.