FAQs

FAQs

 

REGISTRATION

 

Do I need a VAT number to register?

 

No.  If you are an EU customer, you will need a valid VAT number to be exempt from taxes however you do not need a VAT number to purchase from us.  The system will need you to input something into the field so Not Applicable or Not Vat Registered can be put to submit the registration.

 

When will my registration be approved?

We aim to approve all registrations within 24 hours.

 

I am starting up and do not yet have my registered details.  Can I still register?

Yes.  Please put your home or shop premises as the address to allow you to register.  Also it helps us if you put as much information as possible in the registration page to allow us to approve your account quickly

 

GENERAL

 

Can I use your images for marketing of your products?

Yes you can.  Images can be downloaded directly from the site. 

How To Guide

 

Do you have a size guide?

Yes we do, size guide here

 

ORDERING

 

What is your minimum spend?

We don’t have one!  You can order as many packs as you like!

 

I have just placed an order and now I have seen something that I would love to add on my order?

As long as your order has not shipped, we can combine your orders in the same box.  Please place another order and select the pickup option so you don’t have to pay shipping twice and we will combine your orders however we ask you to please be mindful of the weight of your order as adding to it may result in it needing to be shipped in an additional box in which case shipping will still need to be paid for on the additional order.  We do our best to combine orders but please note this is not always possible.  Please place your additional orders as early in the day as possible.

How To guide

 

A style has disappeared off your website.  Does that mean it is sold out?

It does, however we may still have very limited quantity available in our showroom.  Please contact our London showroom to see if anymore is still available.  It will help us to have the SKU to check this. 

 

Am I able to split a pack and only order certain sizes/colours?

No, all our items come in the ratio listed.

 

Can you send out samples?

We are unable to send out samples however you can purchase a pack to trial the style or you can visit one of our showrooms in London or Manchester to have a look at our samples.

 

DELIVERY

 

When can I expect delivery?

Orders are shipped Monday to Friday. We generally dispatch 99% of our orders on the same day if placed before 2pm.  Even if you do not make the cut off, we still try and best to get it out the same day.  The delivery times stated on the shipping page are from the date of dispatch not from the date of ordering.  Please note this cut off applies to orders being combined with existing orders also. 

A dispatch email containing your tracking number will be sent when your order is dispatched and if a mobile number is entered on your order you will receive text notifications for delivery from the carrier. 

Update Due to the Covid-19 outbreak please note at this time we are unable to guarantee a normal service. Please click here for our latest update.

 

Where do you ship and what does it cost?

We ship worldwide and the cost is dependent on the weight of your order. 

UK Mainland shipments start from £8.00 + VAT per box.  UK Offshore shipments start from £26.00 per box and shipments to Ireland start at £16.00 per box.  International shipments are calculated by weight at checkout. 

 

RETURNS

 

What is your returns policy?

We can take back items which are faulty or not as ordered but we are unable to take back items for any other reason.

 

What should I do if I receive a faulty or an incorrect item?

We are sorry to hear that you have received an incorrect or faulty item! Please contact our team at sales@novaoflondon.com within 24hrs of receiving your item stating your order number and items that are incorrect/faulty and we will look into this for you.

 

How can I return my items?

Please email sales@novaoflondon.com detailing your return.  Once accepted you can drop them into our London or Manchester showroom or you can send them back to us by post to our London Showroom. Please print out and complete our returns form and place it inside your returns.

Returns Form

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