Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at support@get-novaya.com. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. For information about delivery times and shipping costs, please visit our Shipping Policy.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For full terms, please see our Terms of Service.
UK Statutory Rights — 14 Day Cooling Off Period
As a UK customer, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, in accordance with the Consumer Contracts Regulations 2013. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 days have passed since we've approved your return, please contact us at support@get-novaya.com. For information on how we handle your personal data, please see our Privacy Policy.
Contact Information
Store name: Novaya
Company name: Esash
Company Address: Erasmuslaan 36, 2037 LB Haarlem, Netherlands
Warehouse Address: 20 Crown St, Oxford OX4 1QG, United Kingdom
Company nr.: 93876890
Phone: +44 7474 626670
Email: support@get-novaya.com
Monday to Friday | 09:00 – 17:00 (GMT)
Saturday – Sunday | 11:00 – 16:00 (GMT)
We aim to respond to your inquiries within 24 hours.