If you make any mistakes during your order, don’t worry, you can correct any input errors right up until you confirm payment.

 

Once you've chosen your item and entered your payment details we will get your new Novo Housewares product to you as quickly as possible and we will keep up you updated along the way.  Firstly we will confirm receipt of your order by sending you an email with an order confirmation number.

 

Once we process the order we will send you further confirmations that the order has been invoiced and then a further email to advise it has been despatched and is on its way.  Depending on when the order is processed you could receive the email day or night.  From there your order should be delivered within the timescale we advertise.

 

Sometimes we have to admit we have made a mistake by unintentionally publishing inaccurate information on the site (e.g. the price, description or availability of a product you have ordered). In this instance we may have to cancel your order at any time up to the point we send you the product(s), even if you have received your order confirmation email, and you will receive a full refund of any charges already paid.

Viewing Orders

To view your order details please click on the My Account link and log in, here you can view your recent orders, and re-order items

 

 

We know how important it is to receive your goods promptly and when you expect them, especially if you have ordered something for a specific occasion.

 

On any service apart from HomeFree which uses Royal Mail, we allocate the courier we believe will deliver your purchase to you in the quickest time depending on the size and weight of your order.

 

If you are ordering for delivery outside of the UK, we suggest you have goods delivered to a work address rather than a home address, as our couriers only deliver between 9am and 5pm, and may require a signature on receipt. We use a large network of couriers to deliver goods all over the world.

 

Google Checkout:  Please note that Google Checkout is only functional for purchases from within the UK and that the ONLY shipping option available is UK Standard Delivery at £3.95. The Google Checkout option is not able to allow free shipping on orders over £30 at this time.

 

Returns & Replacements

I want to return or exchange an item:
At Novo Housewares we offer a 100% guarantee. It's simple and straightforward.  If you're in any way dissatisfied with the goods you have ordered for any reason, we will exchange them or give you a full refund, provided that you return them to us unused with original labels and packaging, including proof of purchase, within 14 days.

Note: If you have purchased goods through one of our stockists or dealers please arrange your return directly with them.

Faulty Items:

We want all our customers to receive top quality goods, so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team at customercare@novohousewares.com

We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.

Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.

Customers can return faulty goods for a full and complete refund. We will arrange this return. If you return via another provider Novo Housewares will not be responsible for mis-use of the returns procedure when returning goods (faulty or otherwise) back to us.

The refunded cost of returning goods to us can only be guaranteed when agreed with our Customer Services in advance. If your item is faulty please call the Customer Service team on 0845  2932793, they are available from 9am to 5.30pm Monday to Friday.

Note: If you have purchased goods through one of our stockists or dealers please arrange your return directly with them.


Incorrect Items:

If you have received an incorrect item in your order, let us know straight away by contacting our Customer Care Team. They will try and sort it out for you within the hour.

Will I get back the original postage and packing charges that I paid if I cancel my order?

If you are in the European Union and you cancel your order within seven days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. You need to notify us within the 7 day cancellation period via written communication to comply. We accept email communication as notification.

If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the seven days allowed under the Distance Selling Regulations or if you only cancel part of your order (although you still have 28 days to return your goods and receive a refund for the cost of the goods).

To Return Items:

A returns form is included in your parcel. This slip is your proof of purchase. Please complete the returns form and enclose it with the goods you are returning to:

Novo Housewares
DNC UK Limited
The Old School
Princes Road
Weybridge
Surrey, KT13 9BN
United Kingdom

Payment, Pricing & Promotions

Payment Details

If you are using Paypal or Google Checkout as a payment method, payment is taken upon order, if for any reason we are unable to despatch your goods we will refund you direct to your Paypal Account and advise you via email that this has been processed.

We are sorry that we are currently unable to accept American Express card payments. Please note that for debit or credit cards payments, your card will only be debited once your order has been despatched.

We do our very best to send orders out in one delivery, but if your order is sent in two or more parcels, don't worry, you will not be charged for any additional deliveries. However, your card statement may show you order value split into separate charges corresponding to each despatch.

NB. Promotional codes cannot be used in conjunction with other codes, vouchers, combos or bundles or for items  that are on sale. If you have any queries regarding promotional codes please call our customer service team on 0845 293 2793

Privacy & Security

Personal information

Novo Housewares respects your privacy. In general, you can visit Novo Housewares on the Web without telling us who you are or revealing any information about yourself. There are times, however, when we may need information from you, such as your full name, home address, e-mail address and phone number. It is our intent to let you know before we collect personal information from you on the Internet.

To view or update your account information please click on the My Account link and log in, here you can manage your account, manage newsletter subscriptions, update addresses and change your password.