Question 1

Which countries do you ship to, what are the estimated delivery times, and what are the shipping costs?

Accepted Answer

We ship both within the U.S. and internationally. Shipping costs for international orders are determined by the courier and displayed at checkout. Non-expedited orders typically ship within 2-5 business days. Delivery times depend on the selected shipping option: expedited shipping within the U.S. takes 1-2 business days, while standard or free shipping takes 1-2 weeks. Please note, these delivery times begin once your order has been shipped. Expedited shipping is not available for international orders.

Question 2

I placed my order at the weekend; when will it be sent?

Accepted Answer

Our fulfilment operational hours are  from Monday to Friday. All orders placed after 12pm ET ( US Time ) on a Friday or on a Saturday or Sunday are processed on Monday. If it's a public holiday, your order is processed the following day.

Question 3

Missing Item(S) From My Order?

Accepted Answer

We understand that receiving your order promptly and accurately is of utmost importance to you.
If you've discovered that an item is missing from your recent order, here are a few possible explanations:

Pre-Ordered Items: Your order may contain a pre-ordered item. In such instances, we may have shipped the available items while awaiting the restock of the pre-ordered item.

If you haven't received any email notifications about changes to your order but are still missing an item, please reach out to us immediately. To assist us in resolving the matter swiftly, kindly provide the following details:
Order Number
Description of Missing Item(s)
Any Evidence of Package Tampering, if applicable

Our dedicated customer service team is committed to investigating the issue thoroughly and resolving it for you as quickly as possible. You can contact them at support@noveauurban.com

Question 4

Do you ship to military bases or PO boxes?

Accepted Answer

We are unable to ship any orders that have a Military base as their address.

Question 5

Where Is My Order / How Do I Track My Order?

Accepted Answer

Your order has been sent to you using a trackable service, you can follow its journey to you. You will receive a despatch confirmation email once your order is on its way.

Simply click on 'View Your Order' link within the email and this will take you to your order. 
You can either check the tracking via the App Shop, alternatively, you can add your tracking number to the courier site for the updates you require. 
If you are requiring further help, please email our Customer Service Team, with your order number and full name. 
support@noveauurban.com

Question 6

The Tracking Shows My Order As Being Delivered, But I Haven't Received It?

Accepted Answer

So we can look into this for you please make sure you've done the following:
Check with others in your household or your immediate neighbours, as they may have accepted this on your behalf if you were not in at the time of delivery.
Take a look around your property in any sheds, outbuildings or safe places where the postperson or courier may have left your parcel for you.
If you still can not find your parcel please email the customer service team with your order information including order number, email and delivery address.
support@noveauurban.com
All orders are tracked and we will be able to raise an investigation with the courier company to check the exact location of delivery to help you find your order.

FAQ

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