This guide helps you resolve common order, delivery, and product issues quickly — and tells you exactly what we can and cannot do.
Checking Your Order’s Location
Once your order ships, we send a shipping confirmation email containing a live tracking link. You’ll use that link to follow your package’s movement in real time — no login or extra steps required.
Fixing a Shipping Address Error
If you spot a mistake in your shipping address, act right away: contact us before your order is processed or handed over to the carrier. We’ll attempt the correction if it’s still possible. Once dispatched, we cannot redirect or modify the shipping information — the package follows the label already generated.
Returning an Item
We accept returns only for items in original, unused condition with all tags attached. Clearance sale items are excluded from returns. You’re responsible for confirming the item meets these criteria before sending it back. We assess each return upon receipt to verify eligibility.
Handling a Damaged or Wrong Item
If your package arrives with a faulty or incorrect item, contact our support team within 30 days of receipt. Include your order number, the product name or code, and clear photos showing the issue. We’ll review the evidence and take next steps to resolve it — whether that means replacement, refund, or other appropriate action.
Applying a Discount Code After Checkout
If you forgot to enter a discount code at checkout, reach out to us with your order number and the code. We’ll review your request case by case and assist you wherever possible — but we cannot guarantee adjustments once payment has been finalized.
Getting Notified When an Item Restocks
We frequently restock popular items based on demand and production cycles. To stay informed, sign up for restock notifications directly on the product page — no account needed, and you’ll receive an alert as soon as inventory updates.
Still need help? Our team responds to cs@novevio.com within 24 business hours — and always includes your order number in your message so we can help faster.
