Refund policy

At Novells, your satisfaction matters to us. Please read this Return & Refund Policy before placing an order. By purchasing from our store, you agree to the terms outlined below. This policy applies to orders within the UK.

1. 30 Day Return Window

You can request a return within 30 days of receiving your order. To qualify, items must be unused and in their original condition, with all original packaging intact, and you'll need to provide proof of purchase such as your order number. As each clock is handmade from natural wood, minor variations in grain and finish are part of the piece's character and aren't grounds for return. Items that don't meet these conditions may be declined.

2. Starting a Return

To begin a return, contact our support team at support@novells.shop. Once approved, we'll send you return instructions. Please don't send items back before receiving approval, as unapproved returns won't be accepted.

3. Damaged, Faulty, or Incorrect Items

Please check your order as soon as it arrives. If something is damaged, faulty, or not what you ordered, contact us within 48 hours of delivery at support@novells.shop with photos of the issue, and we'll sort out a solution as quickly as possible.

4. Exchanges

We work in small, limited collections, so exchanges for the same design are only available while stock lasts. We offer exchanges for damaged, faulty, or incorrect items, subject to availability. If the same piece is no longer in stock, we'll offer a refund or help you choose an alternative from our current collection.

5. No Restocking Fees

We don't charge restocking fees. You won't be penalized for returning an eligible item.

6. How Refunds Work

Once we've received and checked your return, we'll let you know the outcome. Approved refunds go back to your original payment method, and typically take 5 to 7 business days to process, with a maximum of 7 business days after approval. Your bank or card provider may take a little longer to show it on your statement.

7. Discounts and Promotions

We can't refund discounts or promo codes that weren't applied at checkout. Promotions must be used at the time of purchase and can't be applied afterwards.

Contact Us

Address: 32 Red Arches Close, Dublin 13, D13 E6R7, Ireland

Email: support@novells.shop

Our team is available to provide support and ensure a smooth shopping experience.