Frequently Asked Questions

Where is my order?
Once we have processed your order and handed it over to our shipping service provider, we will send you a tracking number via email, allowing you to track the status of your package. This process may take between 24 to 72 hours after placing the order.

How can I change or cancel my order?
Cancellations are handled on a case-by-case basis and can only be processed before shipment. Please contact us immediately if you wish to cancel. Unfortunately, cancellations are not possible after shipment.

My package arrived damaged, what do I do?
Send us an email with your order number and pictures of the damages. You can find the order number in your order confirmation email.

What do I do if I want to return it?
If you are not satisfied with our product, you have the right to refund your order to us within 30 days of receiving the goods. For more detailed information, please refer to our refund policy.

Can I change my delivery address after placing the order?
Please note that your delivery address cannot be changed once your order has been processed or shipped.

What payment methods are accepted?
We accept all major credit cards (VISA, MasterCard, AMEX), PayPal payments and AfterPay.

How long does delivery take?
Due to high demand for our products, please allow a delivery time of 5-9 working days, plus order processing time.

When will my order be processed?
We process orders between Monday and Friday. Orders are processed within 1-3 working days from the order date and shipped the next day. Please note that we do not ship on weekends.

What happens if I entered the wrong email address?
Please contact us so we can update your email address. We can update your email address, name, and address, but we cannot change your order.

Do I need an account to place an order?
No, you can also place an order as a guest.

What happens if I refuse delivery?
If you refuse delivery, your order will be returned to a large fulfillment center - not intended for returns - so we cannot refund the order, as legally there is an obligation to accept delivery.

How do I reach customer support?
Contact our customer support via email at: support@nuova-london.uk

How secure is my online order?
Your payment provider's data is securely transmitted via an SSL webpage. They are SSL encrypted and sent to our credit card provider, where your card and transaction are authorized. Your credit card information is not stored on our servers.

What are the shipping costs?
We offer free shipping for your order.