Shipping & Delivery

Secure Delivery for High-Value Orders

For the security of both our customers and NÓVU, high value orders will be sent using DPD's secure delivery service.

This service is mandatory and applies regardless of the shipping option selected at checkout.

Secure deliveries require the recipient to provide a unique PIN code to the DPD driver upon delivery. The order will only be handed over once the correct PIN code has been provided, helping to ensure that the parcel is delivered securely and received by the intended recipient.

It is the recipient's responsibility to ensure that someone is available to receive the delivery. You will receive a delivery time slot from DPD, and if you know you will not be available, you can use the tracking information provided by DPD to manage your delivery and select an alternative delivery day where available.

If a parcel cannot be delivered and is returned to NÓVU, the customer will be responsible for the cost of any additional shipping required to send the order again.

REST OF THE WORLD

International orders are delivered worldwide.

Estimated delivery: 2–12 working days once dispatched.

Please note that international delivery times are estimates and may vary depending on the destination country, local customs procedures and the courier service used.

Orders containing products with an extended dispatch time will be dispatched in accordance with the timeframe clearly displayed on the relevant product page and at checkout.

IMPORT DUTY AND VAT

International orders may be subject to import duties, taxes, VAT or other customs charges depending on the destination country and the applicable customs regulations.

Where applicable, these charges are the responsibility of the customer unless otherwise stated at checkout.

Customers are responsible for ensuring that any applicable customs duties, import taxes or VAT are paid when requested by the relevant customs authority or delivery provider.

Please note that, in addition to any import duties or taxes, some destination countries or delivery providers may apply a separate customs clearance, administrative or handling fee. These charges are determined by the relevant customs authority and/or delivery provider and are completely outside of NÓVU's control.

Clearance and handling charges can vary significantly depending on the destination country, delivery provider, shipment value and the customs clearance process, with some countries applying higher fees than others. Customers are advised to check the customs and import guidance for their destination country, as well as the relevant delivery provider's terms and charges, before placing an order.

Please note that NÓVU is unable to control, predict or provide an exact estimate of any additional customs clearance, administrative or handling fees that may be charged after an order has been dispatched.

If applicable customs charges are not paid, the parcel may be delayed, held by customs, returned to us or, in certain circumstances, disposed of by the relevant authority.

Please note that refusing to pay applicable customs charges does not cancel the customer's responsibility for any costs incurred as a result.

By placing an international order, you acknowledge and accept responsibility for any applicable import duties, taxes, VAT or customs charges that may arise in connection with your order.

Customs Fees and Refusal Policy

If an international order is refused or cannot be delivered because applicable customs charges have not been paid, the parcel may be returned to NÓVU where the carrier or customs authority permits this.

Any costs incurred as a result of the refused delivery or return to sender, including customs charges, duties, taxes, carrier fees or return shipping costs, may be deducted from any refund due to the customer.

If the parcel is not returned to us and is instead retained, destroyed or otherwise disposed of by the relevant customs authority or carrier, we may be unable to provide a refund.

We are not responsible for customs charges, duties, taxes or other fees imposed by the destination country's customs authorities or delivery provider.

If you are unsure whether your order may be subject to import charges, we recommend checking with your local customs authority before placing your order.