FAQs
Trade name: Novae
Telephone: +43 660 3412723
Email: info@novaestore.de
Address: Grazer Straße, 8101 Gratkorn, Austria
How quickly will I receive a response to my request?
We respond to messages and emails in the order they are received – usually within 24 hours on working days.
Can I change my delivery address after placing my order?
Our orders are usually processed within 24 hours . If you notice an address error after placing your order, please contact us as soon as possible by email with your full name and order number .
We try to accommodate changes before the package leaves our warehouse – however, we cannot guarantee this.
How long will it take to process my order?
The processing time begins after we receive your order and is usually 1-3 working days (Monday to Friday).
Orders received after 00:00 CET will be processed on the following working day.
How long does shipping take?
After processing, the delivery time is approximately 5–10 working days , depending on your location.
Will my order be delivered in one package?
Depending on the size of your order, it may be shipped in multiple packages , which may arrive 1-2 working days apart.
What happens if an item is out of stock?
If an item is unavailable, we will inform you of the expected shipping date via email.
If an item is unavailable for more than two weeks , we will automatically refund you.
I received a damaged item – what should I do?
We are sorry that your order did not arrive in perfect condition!
Please contact us immediately with your name and order number so we can help you.
How can I track my order?
Click on the "Track order" link on our website and enter your tracking number .
Should you need any help, we are happy to assist you.
Why isn't my shipment tracking working?
Tracking numbers are usually activated within 24–48 hours after shipment .
If it doesn't work, please contact us directly.
Something is missing from my delivery or an item is damaged – what now?
Should anything be missing or damaged, please contact us immediately with your order number so that we can resolve the problem quickly.
How long do I have to cancel my order?
You have a 14-day right of withdrawal from the date you receive your order.
Please contact us within this timeframe via email at info@novaestore.de .
Which shipping provider will be used?
For deliveries within Germany, we usually ship with DHL .
Other shipping providers may vary depending on the country and region.
What condition must returned items be in?
Returned items must be in mint condition : unworn (except for trying on), clean and undamaged.
Please return the items in their original packaging, including all accessories, if possible.
Is there a return or restocking fee?
No – we do not charge return fees .
Contact & Opening Hours
Email: info@novaestore.de
Telephone: +43 660 3412723
Customer service opening hours:
Monday–Friday: 9:00–18:00 CET
Saturday & Sunday: closed
Public holidays: closed
