Terms & Conditions

BLACK FRIDAY & CHRISTMAS DELIVERY

Please be aware that Black Friday, Cyber Week and the lead-up to Christmas are particularly busy periods for both our warehouse and delivery partners.

We will always do our best to process and dispatch orders as quickly as possible. However, due to increased order volumes during these periods, dispatch and delivery times may take longer than usual.

Any extended dispatch timeframe applicable to a product will be clearly displayed on the relevant product description page and at checkout before you complete your purchase.

We recommend placing orders as early as possible during busy periods to allow sufficient time for processing and delivery.

Once your order has been dispatched, the delivery timeframe for your selected shipping service will apply.

We appreciate your patience and understanding during these busy periods.

PRE-ORDER ITEMS

Some NÓVU products may be available to purchase as pre-order items. Where an item is available for pre-order, this will be clearly stated on the relevant product description page and at checkout.

The estimated dispatch timeframe for a pre-order will be clearly communicated at the time of purchase.

Pre-order items will be dispatched once the stock has arrived at our warehouse and the order has been processed.

The shipping service selected at checkout determines the delivery service that will be used once the pre-order is ready to be dispatched.

For example, if you select a next business day delivery service, your order will be dispatched using that service once the pre-order stock has arrived and your order has been processed.

If you select a standard or 48-hour delivery service, the applicable delivery timeframe will begin once your order has been dispatched.

Please note that selecting an express delivery service does not shorten the pre-order or dispatch timeframe. Express delivery applies only once the order has been dispatched.

We will provide updates where possible regarding the progress of your pre-order.

Pre-Order Returns

Pre-order items are subject to the same return conditions as other NÓVU products unless otherwise stated on the product page.

Where a specific pre-order item has different return conditions, these will be clearly communicated before purchase.

Nothing in this policy affects your statutory rights.

BLACK FRIDAY & CYBER WEEK PRICING

Black Friday and Cyber Week promotions are promotional offers and may change throughout the promotional period.

Promotional pricing may increase or decrease during the sale period. For example, an item may be offered at 20% off on one day and 25% off on another day.

The price paid at the time of purchase is the final purchase price for that order.

If the price of an item is subsequently reduced after you have placed your order, we are unable to refund or credit the difference between the original purchase price and the later promotional price.

ORDER CHANGES & CANCELLATIONS

Due to the increased order volume during promotional periods, we aim to process orders as quickly as possible.

If you need to make a change to your order or request a cancellation, please contact our Customer Service team within 24 hours of placing your order.

We cannot guarantee that changes or cancellations will be possible once an order has entered our fulfilment or dispatch process.

If your order has already been processed or dispatched, you may need to wait until delivery and follow our standard returns procedure.

SHIPPING

NÓVU delivers worldwide.

All shipping lead times shown on our website are estimated delivery times and apply from the date your order is dispatched.

Please note that some products may have an extended dispatch timeframe, which will be clearly displayed on the relevant product description page and at checkout.

During Black Friday, Cyber Week, Christmas and other high-volume periods, dispatch times may be longer than usual. Where a specific extended dispatch timeframe applies to a product, this will be communicated on the product page and at checkout.

Once your order has been dispatched, the estimated delivery timeframe for your selected shipping service will apply.

UK Delivery

Our standard UK delivery options are:

• Free UK Shipping – orders over £150
• DPD Pickup – £4.50 – estimated 2 business days once dispatched
• Standard Shipping – £5.00 – estimated 2–5 business days once dispatched
• DPD Guaranteed Next Business Day – £8.00 – next business day once dispatched
• Saturday Special Delivery – £12.00 – Saturday delivery once dispatched

Please note that delivery times do not include any applicable processing or extended dispatch time shown on the product page or at checkout.

International Delivery

Estimated international delivery is 2–12 working days once dispatched.

International delivery times are estimates and may vary depending on the destination country, courier, customs procedures and other circumstances outside of our control.

PREMIUM DELIVERY FOR HIGH-VALUE ORDERS

For eligible high-value orders, NÓVU provides Premium DPD Delivery at no additional cost to the customer.

This service is offered as part of our commitment to providing a secure, reliable and enhanced delivery experience. NÓVU absorbs the additional cost of this premium service for the benefit and convenience of our customers.

Premium DPD delivery includes enhanced tracking and delivery notifications, allowing customers to monitor the progress of their order and receive regular updates regarding the expected delivery date and time.

For security purposes, certain high-value orders may require a PIN code to be provided upon delivery. The PIN code is an additional security measure designed to help ensure that the parcel is delivered to the intended recipient.

Customers are responsible for ensuring that someone is available to receive the delivery at the scheduled time. Where available, DPD tracking and notifications will provide an estimated delivery date and time slot. If the customer is unable to be present, they may use the DPD tracking service to arrange an alternative delivery date or other available delivery option.

If delivery is attempted on two occasions and the parcel remains undelivered due to the recipient being unavailable, failing to make suitable alternative delivery arrangements, or being unable to provide the required PIN code upon delivery, the parcel may be returned to NÓVU.

Where an order is returned to NÓVU following unsuccessful delivery attempts, any subsequent re-shipment will be subject to an additional delivery charge, payable by the customer. If the customer instead requests a refund, NÓVU reserves the right to deduct the applicable return and/or delivery costs incurred by NÓVU from the refund amount, where permitted by applicable law.

The complimentary Premium DPD service is provided to enhance the customer delivery experience and does not constitute an unlimited or unconditional free re-delivery service. Any costs incurred as a result of unsuccessful delivery attempts, customer-requested re-delivery, or the return and re-shipment of an order may be payable by the customer.

IMPORT DUTY AND VAT

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

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.

If an international order is refused or cannot be delivered because applicable customs charges have not been paid, any costs incurred as a result may be deducted from any refund due, where applicable.

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.

SALE ITEMS

Items purchased during a sale or promotional period may be subject to different return conditions where this is clearly stated at the time of purchase.

Any specific return restrictions applying to a sale or promotional item will be clearly communicated on the relevant product page or at checkout.

Unless otherwise stated, sale items remain subject to our standard return conditions.

Nothing in this policy affects your statutory rights.

DELIVERY PERIODS

NÓVU operates Monday to Friday throughout the year, excluding UK bank holidays.

Orders placed during weekends or UK bank holidays will be processed on the next available business day.

During Black Friday, Cyber Week, Christmas and other peak periods, processing and dispatch times may be extended due to increased order volumes.

Where an extended dispatch timeframe applies to a particular product, this will be clearly displayed on the product description page and at checkout.

STORE CREDIT

Where store credit is issued in accordance with our returns policy or as a discretionary resolution, it must be used within 12 weeks of the date of issue, unless otherwise stated.

Store credit will expire after 12 weeks and cannot be reinstated once expired.

This delivery policy provides details of the delivery methods, estimated delivery periods and delivery charges that apply to orders placed through the NÓVU website.

This policy forms part of our terms and conditions of sale. Nothing within this policy affects your statutory rights.

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