Shipping policy
Shipping Policy
Order Processing All orders are processed within 1–3 business days after payment confirmation. Orders are not processed or shipped on weekends or public holidays. You will receive a confirmation email with tracking information once your order has been dispatched.
Shipping Times We ship worldwide. Estimated delivery times vary by destination:
- Europe (Portugal, Spain, France, etc.): 7–20 business days
- Rest of World: 10–30 business days
These are estimates only and are not guaranteed. Delays may occur due to customs processing, carrier delays, or events outside our control.
Shipping Costs Shipping costs are calculated at checkout based on your location and order weight. Free shipping may be available for qualifying orders as indicated on our store.
Tracking Your Order Once your order is shipped, you will receive a tracking number by email. You can use this number to track your order on the carrier's website or through our store.
Customs, Duties and Taxes International orders may be subject to customs duties and import taxes imposed by your country. These charges are the responsibility of the customer and are not included in our prices or shipping costs.
EU Customers — Import Regulations For orders shipped to the European Union, please note that since July 2021, VAT applies to all goods imported into the EU regardless of value. Novaly complies with applicable EU import regulations.
Lost or Delayed Packages If your order has not arrived within the estimated timeframe, please contact us at novalystory@gmail.com. We will investigate with the carrier and provide a resolution, including a replacement or refund if the package is confirmed lost.
Damaged Items If you receive a damaged item, please contact us within 48 hours of delivery at novalystory@gmail.com with photos of the damage. We will arrange a replacement or refund promptly.
Contact For any shipping-related questions, please reach out to us at novalystory@gmail.com.