Versand
We aim to get your order to you quickly and reliably.
1) Processing & Dispatch
Same-day or next-day dispatch. Orders placed before the daily cut-off (UK time) shown at checkout are aimed to dispatch the same business day; otherwise next business day (Mon–Fri, excluding UK public holidays).
Premium (Priority Handling) orders are queued first in our warehouse.
You’ll receive a dispatch email with tracking as soon as your parcel leaves us.
For pre-order/back-order items, the estimated ship date is shown at checkout and in your confirmation email.
2) UK Delivery Options (Free shipping for the UK only)
We use trusted carriers such as Royal Mail, Evri, and DPD. Options shown at checkout reflect your basket and address.
Standard UK Tracked Delivery — FREE
Premium UK Tracked Delivery + Priority Handling — £3.99 (includes priority pick & pack in our warehouse)
Estimated arrival dates for each item are shown on the product page, at checkout, and in tracking updates. These dates are estimates, not guarantees. Remote areas (e.g., Highlands, Islands, Channel Islands) may differ.
3) Shipping Fees & Free Shipping
Free shipping applies to UK Standard only.
You can upgrade to Premium UK Tracked + Priority Handling for £3.99.
Any limited-time promotions will be shown in the site banner.
4) International Shipping
If international shipping is available at checkout, services and costs will appear once you enter your delivery address.
Estimated arrival dates are displayed on the product page and at checkout (and may vary by destination, carrier, and customs).
Duties & taxes: International orders may be subject to import duties, taxes, and fees set by your country. These are paid by the recipient and are not included in our prices or shipping fees. If duties/taxes are unpaid and the parcel is refused or returned, we’ll process a refund minus any shipping and return charges we incur when it arrives back with us (items must be received in original condition).
In some regions, your parcel may be handed off to a local delivery partner for final delivery; tracking will reflect any hand-offs.
Some destinations or PO Boxes may be unavailable for certain carriers. If international shipping isn’t offered yet or your country isn’t listed, email support@novoa.co.uk and we’ll try to help.
5) Tracking, Missed Deliveries & Address Issues
All services include tracking; some may require a signature.
If you miss a delivery, the carrier will leave a card or update the tracking with re-delivery/collection instructions.
Please double-check your address at checkout. Parcels returned due to an incorrect/incomplete address can be re-shipped once received back; re-shipping costs may apply.
6) Late, Lost, or Damaged Parcels
If your parcel is past the estimated arrival date shown in your order/tracking, contact us with your order number and we’ll investigate with the carrier.
Carriers determine when a parcel is officially lost under their policies; once confirmed, we’ll arrange a replacement or refund.
If your order arrives damaged, please photograph the packaging and item and contact us within 48 hours so we can put it right.
7) Split Shipments
To get items to you faster, we may ship your order in multiple parcels at no extra cost.
Each parcel will have its own tracking number.
8) PO Boxes, Safe Places & Access Restrictions
Some courier services cannot deliver to PO Boxes or certain safe-place locations.
If a carrier rejects your chosen option, we’ll contact you to arrange alternatives.
9) Holidays & Peak Periods
During sales, new product launches, and public holidays, processing and delivery may take longer.
Any unusual delays will be posted on the site.
10) Returns Address
For approved returns, send to:
Novoa Returns
9 Tandragee Road
Portadown, BT62 3BQ
United Kingdom
Please do not post returns without contacting us first—unregistered returns may be refused.
See our Returns & Refund Policy for full details.
11) Questions?
We’re here to help: support@novoa.co.uk