FREQUENTLY ASKED QUESTIONS
Here you will find answers to questions about payment:
How can I pay?
Here you will find answers to questions about your order:
How do I use my discount code (s)?
• You must enter the discount code in the voucher box on the right side when you are on checkout page page. Do you have more than 2 discount codes that you would like to use in the same order, contact us at support@novatus.eu, so we put the codes together for you.
I forgot to use my discount code, what do I do?
• Contact us at support@novatus.eu and tell us your promotion code, then we deduct it from your next order.
Can I choose a different delivery address?
• Yes, it is possible to choose a different delivery address when you place the order.
Can I order abroad?
• At novatus.eu you can order to any EU country by visiting novatus.eu/en.
Can I change something in my order after I have ordered?
• If the order is not packed, you can of course change your order. It is best to contact customer services on support@novatus.eu. ATTENTION! We pack your order as soon as possible, so call as soon as possible.
What do I do if I accidentally typed the wrong address in?
• If the order is not packed. It is best to contact customer services on support@novatus.eu. ATTENTION! We pack your order as soon as possible, please contact us as soon as possible. Otherwise, the package is unfortunately sent with the incorrect information.
I have to cancel my order, I can manage to cancel?
• If the order is packed and shipped, you can of course cancel it. It is best to contact customer services on support@novatus.eu. ATTENTION! We pack your order as soon as possible, please contact us as soon as possible. If the package has already been sent, you can pass it back to us, either by letting it lie with the item, or refuse delivery.
Here you will find answers to questions about the delivery:
Can you send my package, so I receive it in the mail tomorrow?
• Yes. You can pay extra for UPS Express delivery.
What methods you use to deliver parcels?
• We send all parcels via Royal Mail or UPS if this delivery method is chosen.
Can I track my order online?
• Yes, you can. Along with the order confirmation you receive by email, you will find a tracking number you can use to track your package.
What do I do if I have not received a notification from the post?
• The unlikely event you have not received a notification by SMS or letter from Courier, but through tracking you can see that the package is at the post office, you can get the package by bringing the tracking number with you and showing it at the post office.
What do I do if the package is sent, but tracking number doesn’t display any information about the package?
• The information about parcel shows up with a delay, please allow so time for it to show up. Otherwise contact us at support@novatus.eu and tell us your order number and we will investigate the matter immediately, and we will if necessary, send you a new package.
Here you will find answers to questions about the return of goods:
I regret my order. How do I return the product?
• You send the goods back to us along with a letter stating your order number and how you want your claim paid. Eg. with another product, gift certificates or money back. Do not forget to write your name and account number if someone else have paid for the product, but you would like a refund on your own account. If you paid with a debit card, we can transfer the money back to your card again. NOTE In the case of a warranty claim, you must contact us before returning so we can send you a return label. As our customer, you cover return shipping yourself if the return is not about a complaint.
You can read more about how to return your item in our terms and conditions.
I would like to exchange for another size or color, what do I do?
• The procedure is the same as for a normal return of the item (see above). Just write on the receipt the item you wish to exchange and to what we will send the product to you freight free.
I sent a package / product return when I get the money back / a new product?
• Packages sent back to our return address will be forwarded to our main warehouse once a week, so it may take a little over a week before we receive your package to our return warehouse. Here all packages are received, and an email receipt is sent to the customer. Then it takes about. 1-2 days before we will refund the money to you, or the new item is with you. Overall, during busy weeks, it can take up to 3 weeks before you get refunded your money or have the new item is with you. If it takes longer, please contact customer service at support@novatus.eu.
Here you will find answers to questions about complaints of items:
What do I do if I have received a defective product?
• Always contact customer service via e-mail: support@novatus.eu. Please state yout order number so that we can quickly find the best possible solution for you! This applies if the item is defective on arrival, or if it becomes defective within the warranty period of 2 years.
What should I do if I have a claim on a product that has become defective within the warranty period?
• Always contact customer service via e-mail: support@novatus.eu. Please state yout order number so that we can quickly find the best possible solution for you! This applies if the item is defective on arrival, or if it becomes defective within the warranty period of 2 years.
How long is the warranty?
• We have 2 years warranty on all products. Read more.
Here you will find answers to questions about other matters:
How quickly you reply to my mail?
• Monday to Friday we answer your email within MAX 24 hours. Usually much faster. Christmas may be an exception. Saturdays, Sundays and holidays we keep closed.
Can I check whether a product will soon be available again?
• Under each product sold out, you can type your email address. We will send an email to everyone on the list once the item is back in stock. If you need the item within a specific time frame, you can always contact us at support@novatus.eu to get an estimated delivery date.
How do I unsubscribe from the newsletter?
• At the bottom of the newsletter is a link to unsubscribe to our newsletter.
Do you have a physical store where I can see the goods?
• We do not have any physical stores yet.
Can I order as a company with you?
• You can easily order as a business with us, however, businesses order on equal terms with our private clients.
If you have not found the answer to your question, please contact us via chat or e-mail (support@novatus.eu).