Shipping policy

This policy applies to international orders shipped to Australia. We have created this policy to ensure you clearly understand our shipping terms and procedures. By placing an order with Novaay, you agree to the policy outlined below.

Shipping Costs

Please refer to the table below for a detailed overview of applicable costs:

Taxes and Duties

Please note that an order with us does not cover any customs fees or duties your country may impose on incoming packages. You are solely responsible for handling these costs. Contact your country’s customs office if you require more information about applicable tariffs.

Processing, Transit, and Order Cut-Off Time

The processing time for your order is 1–3 business days (Monday to Friday).

Order cut-off time: 5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Transit Times:

Shipping Delays

Several factors beyond our control can affect shipping, including:

• Weather conditions

• Holiday periods

• Carrier errors (DHL Express)

Important: Novaay cannot be held responsible for delays caused by the customs process in the destination country. Customs authorities determine when your package is released, and we have no control over this process.

Shipping Status

Once your order has been shipped, you will immediately receive a shipping confirmation email with your tracking number.

If you do not receive the confirmation right away, don’t worry! We are aware of the delivery date or delivery range you selected at checkout, and you can trust that we will deliver your items within that timeframe.

Order Changes

Please notify us immediately if there are any changes to your order.
Custom-made or pre-ordered items cannot be exchanged for other designs.

Item Not Received

If you have successfully placed an order but have not received it — even if the tracking status shows it as delivered — we recommend contacting the courier to locate your shipment.
If the issue persists, you can email us at info@novaay.com

Address Changes

If you wish to update your shipping address, please contact us at info@novaay.com or call +31 6 45970169 within 24 hours of placing your order.
Please note: we cannot change the shipping address if your order is already in transit.

Incorrect Address

If your order is returned to us because you provided an incorrect address at checkout, any additional shipping costs will be your responsibility.

For Further Questions

If you have any questions, please contact our customer service at:

Company Name: Novaay
Email: info@novaay.com
Phone: +31 6 45970169
Address: Borgerdiep 37, 1509 XN Zaandam, Netherlands
Support hours: Monday–Sunday, 9:00 AM–5:00 PM (Sydney time)