Frequently Asked Questions

Shipping

1. What is the delivery time for my order?
Orders are processed within 1-3 business days. Delivery time to Australia is approximately 8-12 business days. The total expected delivery time is 9-15 business days.

2. How much does shipping cost?
We offer free shipping on all orders.

3. Where do you ship to?
We currently ship our products to Australia.

4. Can I track my order?
Absolutely! Once your order has been shipped, you will receive an email with a tracking number so you can track your shipment online.

Returns and Refunds

1. What is your return policy?
You can return items within 14 days of receiving your order. Items must be unused, in their original packaging, and in the same condition as when shipped.

2. What should I do if I receive a damaged product?
If your item arrives damaged, please email info@novaay.com within 24 hours with photos of the product and packaging. We will reimburse the return shipping costs and send you a replacement item free of charge.

3. When will I receive my refund?
Your refund will be processed within 10 business days of receiving your return and transferred to your original payment method.

4. Do you charge restocking fees?
No, we do not charge restocking fees for our products.

Exchanges and cancellations

1. Do you accept exchanges?
Yes, we do. Would you like to exchange an item? Please contact our customer service department and let us know what you would like to exchange. You must first return the original item. Once we have received it, we will send you the new item you have requested.

2. Can I cancel my order?
Yes, you can cancel your order before it is shipped. If the order has already been shipped, you must follow the return procedure described above.

General

1. What payment methods do you accept?
We currently accept the following payment methods: American Express, Apple Pay, Google Pay, MasterCard, Maestro and Visa.

2. How can I contact you?
You can contact us via:

E-mail: info@novaay.com
Phone: +31 6 45970169
Address: Borgerdiep 37, 1509 XN Zaandam, Netherlands
Customer service opening hours: Monday–Sunday, 9:00 AM–5:00 PM (Sydney time)