Return Policy

Novela Return Policy


Thank you for shopping at Novela, your destination for stylish women’s and children’s clothing. We want you to love your purchase. If you’re not completely satisfied, we’re here to help with returns and exchanges.

1. Return Eligibility


  • Returns are accepted within 30 days of the delivery date.
  • Items must be unused, unwashed, and in original brand-new condition.
  • All original tags, packaging, and hygiene stickers must be attached and intact.
  • Items must be free of stains, odors, makeup, or damage.

2. Non-Returnable Items


For health, safety, and hygiene reasons, the following items cannot be returned:

  • Final sale or clearance items
  • Underwear, bodysuits, swimwear, and socks
  • Personalized or custom-made clothing
  • Items that have been washed, altered, or damaged after delivery

3. Refund & Exchange Options


  • Full refund: Issued to your original payment method once the returned item is inspected and approved.
  • Exchange: You may exchange for a different size, color, or style (based on availability).
  • Store credit: Available as an alternative option for returns.

Original shipping costs are non-refundable unless the return is due to our error (wrong item sent, defective product, etc.).

4. How to Return


  1. Email our customer service at support@novela.com with your order number, the items you wish to return, and the reason for return.
  2. Wait for a return confirmation and instructions from our team.
  3. Ship the item back in secure packaging with a tracking number.
  4. Once we receive and inspect your return, we will process your refund or exchange within 3–5 business days.

5. Damaged or Faulty Items


If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery with photos. We will arrange a free return and send a replacement or issue a full refund including shipping.

6. Shipping Responsibility


  • Return shipping costs are the responsibility of the customer, unless the item is faulty or sent incorrectly by Novela.
  • We are not responsible for lost or missing return packages. We recommend using a tracked shipping service.

7. Processing Time


  • Refunds will be processed within 3–5 business days after we receive and inspect your returned items.
  • Please allow additional time for your bank or payment provider to post the funds to your account.

If you have any questions about our return policy, please contact us at support@novela.com.

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