FAQS
Frequently Asked Questions
How can I track my order? Once your order is dispatched, you will receive a shipping confirmation email containing a tracking link. Simply click the link to monitor your package's transit status in real time.
Can I modify my order details? To ensure your order is processed and delivered as quickly as possible, our fulfillment team begins preparing your package immediately after checkout. As a result, we are unable to change order details once they are finalized. We kindly ask you to verify all information, including your shipping address, before confirming your purchase.
What is your return policy? We accept returns for items in their original, unused condition with all tags attached, provided they are not clearance sale items. Please be aware that we do not offer direct exchanges. To start a return, please contact our support team at cs@novevio.com for detailed return instructions and the correct shipping address.
What if I receive a faulty or incorrect item? We strive for accuracy, but if you receive a damaged or incorrect product, please reach out to us at cs@novevio.com within 30 days of receipt. To help us resolve this quickly, please include your order number, the product name or code, and clear photos documenting the issue.
What if I made a mistake with my shipping address? If you notice an error in your shipping details, please contact us immediately. If your order has not yet been processed or handed over to the carrier, we will do our best to update the label. Please note that once an order has been dispatched, we are unable to redirect or modify the shipping information.
Can I apply a discount code after my order has been placed? If you forgot to apply a promotional code during checkout, please contact us with your order number and the code as soon as possible. We will review your request and assist you wherever possible.
What if an item is out of stock? We frequently restock our most popular items from our latest collections. We recommend signing up for restock notifications on the product page so you are the first to be alerted when items become available again.