frequently asked Questions
How do I modify my order?
Modifying an order is not possible. You have the option to cancel your order within one hour of purchase. After this period, you will be able to request a refund using our returns form.
When will my order be shipped?
Your order is shipped from France between 24 hours and 72 hours after payment validation. The delivery time then depends on your postal address. Allow 48 hours (working days) to mainland France and the French Overseas Territories and 7 to 8 days to overseas regions.
I would like to exchange an item. How to do ?
As our products are handmade in unique copies, we do not offer exchanges. If the items do not suit you and they are still new and in their original condition, you can return them for a refund.
How to make a return ?
You have a withdrawal period of 14 days from the day of delivery of your package to return your items ( Saturday, Sunday and public holidays included). However, if the 14-day period expires on a Saturday, Sunday or public holiday, the latter is extended until the last hour of the following working day.
All products must be returned in perfect condition . The products must not have been worn , used or washed.
Steps to follow :
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Download the form
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Follow the instructions on the form and complete it.
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Slip the form into the package
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Provide yourself with a label on the laposte.fr website or directly at a post office near you. (returns are the responsibility of the buyer)
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Drop off your package and follow its delivery
For more information on returns and refunds, see the "returns and refund policy" page on the store.
I returned my order, when will I receive my refund?
The refund will be made upon receipt and approval of your package by Novana on the payment method used during the purchase. The bank transaction varies from 1 to 3 weeks depending on the bank.
Other questions ?
For any other questions, please contact us by email at the following address novana.contact@gmail.com. We will respond as soon as possible.