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Shipping & Returns

Shipping & Returns – Your Questions Answered

 

How long will it take for my order to be despatched?

We endeavour to send all orders to our customers as quickly as possible. Please see below our guide to despatch times (the time it takes from receipt of your order to it leaving the warehouse)

Product Type

Despatch Time

Engraved, Printed, Embroidered and Candles

2-4 working days*

Ceramic & Printed Glass

4-6 working days*

*Working days – Monday – Friday 9-5pm (excluding Public Holidays)

Note: All items on your order will be despatched together.
 

How long will it take for my order to be delivered?

Once despatched from our warehouse your order will normally be delivered to you within 1-2 working days.

What are your delivery charges?

For all orders of £50 or over, delivery is free of charge to UK addresses. If your order is less than £50, delivery charges are as follows for all UK addresses:

Order Value

Delivery Charge Per Order

Up to 14.99

£2.95

£15.00 - £39.98

£3.95

£39.99 - £49.99

£5.95

The above delivery charges are for your total order – we do not add extra delivery charges for additional items ordered within the same order.

We also deliver via courier service to the Republic of Ireland and the delivery charge is £12.50 per order.

Do you deliver to France, USA, Brazil, Spain, Sweden etc.?

While we would love to (and I know I would have plenty of volunteers to hand deliver orders to these and other destinations), we can only ship to UK and Republic of Ireland addresses at this time.

Who will deliver my order?

Your order will be delivered via Royal Mail or a trusted courier company depending on the order value.

If I am not home, can you leave my order in the porch, behind the potted plant, in the shed or in the dog house?

Your order is very important to us and we will only entrust it to reliable delivery services. They agree to deliver your order to you safely and we agree to abide by their delivery policies.  If your order is delivered by Royal Mail and you are not available to accept it, it may be delivered to your neighbour or returned to the postal depot – you will receive a note in either case. If despatched by a courier service, the courier will require a signature on delivery. If you are not in they will leave a card informing you of a delivery attempt and usually try again the next day unless you contact them to advise otherwise.

When placing your order you can choose a delivery address that is more convenient for you to accept a delivery such as your work address, if you believe you will not be at home to accept your delivery.

Can I collect my order from you?

While we could love to see you, in order to keep costs and prices as low as possible and to ensure efficient despatch of all orders, we do not offer a collection service. All orders are despatched directly from our warehouse.

Can I cancel my order?

If you wish to cancel your order, please contact us by email at sales@novastores.co.uk quoting your full name and order number.

We begin processing orders immediately on receipt in order to ensure the best possible delivery times to our customers. If your order has been despatched prior to cancellation, you can arrange to return your order to us on receipt.

If your order is for personalised products, we cannot accept any cancellation of the order once processing has begun.

Can I return my order? 

We believe that you will be entirely satisfied with your order. If, however, you wish to return your order, please contact us within 7 days of receipt of your order and we will forward the necessary details to you to enable your return as quickly as possible.

This does not apply to perishable or personalised products which cannot be returned.

 

 

 

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