Refund policy
Refund & Return Policy
Last updated: September 26, 2026
1. 14-day right of withdrawal
You have 14 days from the date you receive your order to return an item, without having to give any reason.
2. Return conditions
To be eligible for a return, your item must be:
- unworn, unwashed and unused;
- in its original condition, with tags attached and, where possible, in its original packaging;
- returned with your order number.
For hygiene and health reasons, items that have been unsealed after delivery and cannot be returned for those reasons (opened cosmetics, underwear, worn swimwear, piercing jewelry, etc.) cannot be returned or exchanged.
3. How to return an item
1. Email us at noveloshop@outlook.com with your order number, the item(s) concerned and the reason (optional).
2. We will reply within 48 business hours with the return address and instructions. Please do not send any parcel before receiving our instructions: parcels sent to any other address cannot be processed.
3. Ship the item using a tracked service and keep your proof of postage.
4. Return shipping costs
When exercising your right of withdrawal, return shipping costs are paid by the customer. If the item you received is defective, damaged or not what you ordered, return shipping costs are covered by Noveloshop.
5. Refunds
Once your return has been received and inspected, your refund will be issued within 14 days at the latest, to the original payment method. It includes the price of the item and the original shipping costs (based on the standard shipping rate). Depending on your bank, it may take a few additional days for the credit to appear on your account.
6. Exchanges
To exchange an item (size, color), return it using the procedure above and place a new order for the item you want. You will be refunded for the original purchase as soon as your return is received.
7. Defective or incorrect items
If you receive a defective, damaged or incorrect item, contact us within 14 days of delivery at noveloshop@outlook.com, with photos of the item and its packaging. We will offer you a replacement or a full refund, at your choice. This is without prejudice to the legal guarantee of conformity and the guarantee against hidden defects applicable under French and EU law.
8. Order cancellation
You can cancel your order free of charge as long as it has not shipped, by emailing noveloshop@outlook.com. Once your order has shipped, the return procedure above applies.
9. Contact
For any question: noveloshop@outlook.com