Return and Refund Policy
Last updated: April 1, 2026
Welcome to the Novastila Return & Refund Policy. Our products include apparel and footwear such as blouses, jackets, t-shirts, and shoes. We want you to love everything you receive. This policy explains how returns and refunds work for customers in the United Kingdom.
Summary
- You have 30 days from the date of delivery to request a return.
- To initiate a return, contact us via our website chat or at support@novastila.com.
- Items must be unworn, unwashed, and in original condition with all original tags and packaging.
- Return shipping costs are the customer's responsibility.
- Refunds are processed within 5 business days of receiving and inspecting the returned item.
1. Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Our 30-day return window significantly exceeds this statutory minimum.
To exercise your right to cancel, notify us clearly by email at support@novastila.com or via our website chat, stating your order number and intention to cancel. You do not need to provide a reason.
After notifying us, you must return the goods within 14 days of your cancellation notice.
2. How to Start a Return
- Contact us at support@novastila.com or via our website chat with your order number and the reason for your return.
- Wait for our confirmation and return instructions by email.
- Pack the item securely in its original packaging where possible.
- Ship the package to the return address below using a tracked shipping service.
- Share your tracking number with us once the package has been shipped.
⚠️ Do not send any items back without first receiving confirmation from us. Unauthorised returns cannot be processed.
3. Return Address
Once your return is confirmed, please ship your item to:
Novastila 25 John Martin St Haydon Bridge Hexham NE47 6AB England, United Kingdom
4. Return Conditions — Apparel
For a return to be accepted, the following conditions must be met:
- Items must be unworn, unwashed, and undamaged.
- All original tags, labels, and packaging must be intact and attached.
- Items must show no signs of use: no stains, odours (perfume, smoke), pet hair, makeup marks, or any other signs of wear.
- Items must be returned in their original packaging where possible.
Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from your refund, in accordance with Regulation 34 of the Consumer Contracts Regulations 2013.
Shoes — Additional Conditions
- Shoes must be returned unworn and in perfect condition — soles must show absolutely no signs of wear.
- Shoes must be returned in their original box. A damaged or missing shoe box may be treated as a reduction in value.
- Shoes showing obvious signs of use (scuffed soles, dirt, deformation) are not eligible for return unless defective.
Hygiene Exclusions
For health and hygiene reasons, the following are non-returnable unless they arrive defective or damaged:
- Underwear, bodysuits, and intimate apparel
- Items that have been worn, washed, or altered after delivery
5. Non-Returnable Items
The following items cannot be returned:
- Items showing signs of wear, washing, or damage after delivery
- Custom-made or personalised items
- Items marked as final sale
- Gift cards
6. Return Shipping & Costs
Return shipping costs are the customer's responsibility. We do not provide prepaid return labels.
Estimated return shipping costs within the United Kingdom:
| Carrier | Estimated Cost |
|---|---|
| Royal Mail (Tracked 48) | ~£2.99 – £4.99 |
| Evri (formerly Hermes) | ~£3.49 – £5.99 |
| DPD / DHL | ~£5.99 – £9.99 |
We strongly recommend shipping with a tracked and insured service. Novastila is not responsible for items lost or damaged during return transit. Risk of loss remains with the customer until the return is received and confirmed by us.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at support@novastila.com or via our website chat and include:
- Your order number
- A clear description of the issue
- Photos of the item, packaging, and any visible damage
In these cases, Novastila will cover the return shipping cost and offer a replacement or full refund at your choice.
8. Your Statutory Rights
Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. If your item is faulty or not as described, you are entitled to a repair, replacement, or refund. These statutory rights are not affected by our returns policy.
9. Refunds
Once your return has been received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method.
Please allow an additional 3–5 business days for your bank or payment provider to process the transaction. This is outside our control.
If you have not received your refund within 14 days of us confirming receipt of your return, please contact us at support@novastila.com.
10. Exchanges
We do not offer direct exchanges at this time. If you would like a different size or style, please return the original item (subject to return conditions above) and place a new order.
11. Undeliverable Packages & Address Changes
If a package is returned to us due to an incorrect address, refusal of delivery, or failure to collect, return and re-shipping costs may be deducted from any applicable refund. If you need to update your delivery address after placing an order, contact us immediately via our website chat or at support@novastila.com.
12. Dispute Resolution
If your complaint cannot be resolved directly with us, you may contact:
- Citizens Advice: https://www.citizensadvice.org.uk
- Alternative Dispute Resolution (ADR): You may refer your complaint to an approved ADR body under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.
Customer Service
Email: support@novastila.com
Monday – Friday: 8:00 AM – 6:00 PM (GMT+1)
Saturday – Sunday: 8:00 AM – 4:00 PM (GMT+1)
Company Information
Store name: Novastila
Address: 25 John Martin St, Haydon Bridge, Hexham NE47 6AB, England, United Kingdom
Email: support@novastila.com
Related Policies
Shipping Policy | Privacy Policy | Terms of Service | Payment Policy