Shipping policy

NOVLLY — SHIPPING POLICY
Last updated: June 2025

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OVERVIEW
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Thank you for shopping with Novlly. We ship worldwide and are committed to delivering your order as quickly as possible. Please read this policy carefully before placing your order.

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1. PROCESSING TIME
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All orders are processed within 1-3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

You will receive a shipping confirmation email with your tracking number once your order has been dispatched.

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2. SHIPPING TIMES BY DESTINATION
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UNITED KINGDOM
- Standard Shipping: 7-12 business days
- Free shipping on all orders over £35
- Orders under £35: £4.99 shipping fee

UNITED STATES
- Standard Shipping: 10-18 business days
- Free shipping on all orders over $45
- Orders under $45: $5.99 shipping fee

AUSTRALIA
- Standard Shipping: 10-18 business days
- Free shipping on all orders over AU$65
- Orders under AU$65: AU$7.99 shipping fee

CANADA
- Standard Shipping: 10-18 business days
- Free shipping on all orders over CA$55
- Orders under CA$55: CA$6.99 shipping fee

REST OF WORLD
- Standard Shipping: 12-25 business days
- Shipping fee calculated at checkout

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3. ORDER TRACKING
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Once your order has been dispatched, you will receive an email containing your tracking number. You can use this number to track your order at any time.

Please allow 2-5 business days after receiving your tracking number for tracking information to update.

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4. CUSTOMS AND DUTIES
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International orders may be subject to customs duties, taxes or import fees charged by your country's customs authority. These charges are the sole responsibility of the customer and are not included in the product price or shipping fee.

We are not responsible for delays caused by customs processing.

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5. SHIPPING DELAYS
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While we strive to deliver within the estimated timeframes, delays may occasionally occur due to:
- High order volumes during peak periods
- Customs clearance delays
- Adverse weather conditions
- Carrier delays outside our control

If your order has not arrived within 30 days of your order date, please contact us at support@novlly.com and we will investigate immediately.

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6. INCORRECT ADDRESS
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Please ensure your shipping address is correct at checkout. Novlly is not responsible for orders delivered to an incorrect address provided by the customer.

If you notice an error in your shipping address, please contact us immediately at support@novlly.com. We will do our best to update it before dispatch, but cannot guarantee changes once an order has been processed.

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7. LOST OR STOLEN PACKAGES
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Novlly is not responsible for lost or stolen packages once the carrier has confirmed delivery to the address provided. If your tracking shows delivered but you have not received your package, please:

1. Check with neighbours and building management
2. Contact the carrier directly with your tracking number
3. Contact us at support@novlly.com if the issue is unresolved

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8. CONTACT
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For any shipping related questions, please contact us at:
Email: support@novlly.com
Website: novlly.com

We aim to respond to all enquiries within 24 hours.