At Novelle, we want shipping to be clear, predictable, and easy. This policy explains where we deliver, shipping costs, processing times, and tracking.
1) Where We Ship
We currently ship within the United States only.
Orders from other countries cannot be processed at this time.
2) Shipping Costs
Standard Shipping (United States): Shipping costs are shown at checkout (if applicable).
Free Standard Shipping: We offer free standard shipping on U.S. orders of $35 or more.
Standard Shipping is $4.99 for orders under $35.
3) Shipping Origin & Delivery Partners
Your order is shipped from our international warehouse in China.
International transport is typically handled by CNE Express, SF Express, or similar logistics partners.
After the shipment arrives in the United States, final delivery is completed by a local carrier (for example, USPS or another parcel service).
4) Processing & Estimated Delivery Times
Order cutoff time:
Orders placed after 5:00 PM (Central European Time) are processed the next business day.
Processing time:
1–2 business days (Monday to Friday). After processing, we hand your order over to the carrier.
Transit time:
Typically 5–8 business days (Monday to Friday) from handover to the carrier.
Estimated total delivery time:
Approximately 6–10 business days from the time you place your order.
All time frames are estimates and may vary. We strive to ship as quickly as reasonably possible.
5) Delays Outside Our Control
Delays can occur due to circumstances beyond our control, including:
Public holidays and peak seasons
Customs inspections
Weather events or other logistical disruptions
If we are unable to ship within the expected time, we will inform you and, where required by law, may ask for your consent to extended delivery times or offer you a refund.
6) Tracking
Once your order has shipped, you will receive a shipping confirmation email with your tracking number.
You can use this tracking number to follow your shipment status online.
7) Incorrect Address / Failed Delivery
Please make sure your shipping address is complete and accurate.
If a package cannot be delivered due to an incorrect/incomplete address or is refused by the recipient, additional shipping costs may apply.
We are not responsible for lost shipments caused by incorrect address information provided by the customer.
Contact
Shop Name: Novelle
Address: 1630 S Princeton Ave, Unit #561, Arlington Heights, IL 60005, USA
Email: support@novalle.shop
Phone Number: 016182706337
Customer Service: Monday to Friday: 9:00 AM – 5:00 PM (EST)
Thank you for shopping with Novelle. We want you to be happy with your purchase. This Refund & Return Policy explains when you can return items, how returns work, and how refunds are issued.
1) Return Window & Eligibility
Return period: You may return eligible items within 14 days from the date you received your order.
To qualify, items must be:
unused and unwashed
in original condition
with all original tags, labels, and packaging attached
We may refuse returns if:
items show signs of use, damage, stains, odors, or alteration, or
items are returned outside the 14-day window (where permitted by applicable law)
Non-returnable items: Certain products may be non-returnable for hygiene or other reasons (for example, pillows/bed textiles once used, or “final sale” items). If an item is non-returnable, this will be clearly stated on the product page.
2) How to Make a Return (Step-by-step)
Step 1 — Contact us first
Email: support@novalle.shop
Include:
your order number
the item(s) you want to return
the reason for the return
Step 2 — Wait for confirmation
We will confirm whether your return is eligible and send return instructions.
Step 3 — Send the return to our warehouse in China
All returns must be shipped to the address below unless we tell you otherwise:
Recipient: Sunny HE
Address: No. 213 Taikang Middle Road, Yinzhou District, 315100 Ningbo City, Zhejiang Province, China
Phone: +86 13848831114
Returns sent to any other address (for example, a U.S. address) cannot be processed.
Step 4 — Keep proof of shipment
Keep your shipping receipt and tracking number until the refund is completed. You are responsible for safe packaging and shipping.
Note: If Novelle uses a different warehouse, replace the address above with your actual return address.
3) Who Pays Return Shipping?
If the item is defective, damaged, or incorrectly delivered:
We will cover reasonable return shipping costs or offer another solution (such as a partial refund without return), at our discretion.
Please contact us first with clear photos and a short description before sending anything back.
For all other returns (e.g., change of mind, style/size not as expected):
You are responsible for all return shipping costs, including any customs duties, import taxes, or handling fees charged by the carrier.
4) Exchanges
Exchanges (for example, a different color, pattern, or size where applicable) may be possible depending on availability.
Contact us first at support@novalle.shop before returning anything so we can confirm your options.
Exchanges follow the same rules and return address as above. In some cases, it may be faster to place a new order and return the original item for a refund.
5) Refunds (Inspection, Amount, Timing)
Inspection: When your return arrives at our warehouse, we inspect it.
If approved: Refunds are issued to the original payment method.
Refund amount:
We refund the product price minus any non-refundable shipping fees you originally paid (if any).
We may reduce the refund for loss of value if items are not returned in original condition, as permitted by applicable law.
Processing time:
Please allow up to 14 business days from the date we receive your return for us to process the refund. Your bank/payment provider may take additional time to post it.
6) If Your Item Arrives Defective or Damaged
If your Novelle product arrives defective, damaged, or materially not as described, contact us within a reasonable time after delivery:
Email: support@novalle.shop
Attach clear photos and a short description of the issue.
Where required by law, you may be entitled to repair, replacement, or refund. We will work with you on a fair solution and may offer:
a free replacement,
a partial refund, or
a full refund once the item is returned.
7) Chargebacks
If there’s an issue with your order, please contact us first at support@novalle.shop before filing a chargeback. We aim to resolve issues fairly. Unjustified chargebacks may be disputed with your bank or payment provider.
8) Your Legal Rights
This Refund & Return Policy does not limit any rights you may have under applicable U.S. federal or state consumer protection laws. If those laws grant additional rights beyond what’s described here, those rights remain in force.
Contact
Shop Name: Novelle
Address: 1630 S Princeton Ave, Unit #561, Arlington Heights, IL 60005, USA
Email: support@novalle.shop
Phone Number: 016182706337
Customer Service: Monday to Friday: 9:00 AM – 5:00 PM (EST)
