Terms of service

Terms of Service

Last updated: April 1, 2026

Welcome to Novastila. These Terms of Service ("Terms") govern your access to and use of our website as well as the purchase of products by customers in the United Kingdom. By accessing our website or placing an order, you agree to these Terms. Please read them carefully before making a purchase.

1. Definitions

Return Window: The period within which a customer may request a return, as detailed in our Return & Refund Policy.
Customer / Consumer: Any individual purchasing products from Novastila for personal, non-commercial use, as defined under the Consumer Rights Act 2015.
Business Day: Monday through Friday, excluding UK public holidays and Netherlands public holidays.
Distance Contract: A contract concluded between a trader and consumer under an organised distance sales scheme without the simultaneous physical presence of both parties, as defined under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
We / Us / Our: Novastila, the business offering products through this website.

2. Seller Identity

Store name: Novastila
Registered address: 25 John Martin St, Haydon Bridge, Hexham NE47 6AB, England, United Kingdom
Email: support@novastila.com

3. Scope

These Terms apply to all orders, offers, and contracts between Novastila and customers in the United Kingdom. Any terms or conditions proposed by the customer that differ from these Terms will not be recognised unless expressly agreed to by us in writing.

4. Products & Descriptions

Our product listings are made in good faith and to the best of our knowledge. Novastila offers apparel and footwear including blouses, jackets, t-shirts, and shoes.

Minor variations in colour, finish, or appearance may occur due to screen display settings, lighting, or production tolerances. Such variations do not constitute a defect provided they do not affect the normal use and enjoyment of the product.

5. Formation of Contract

A binding contract is formed when you place an order and receive an order confirmation email from us. We reserve the right to refuse or cancel any order, including in cases of obvious pricing errors, product unavailability, or suspected fraudulent activity.

6. Right to Cancel & Returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 5 business days of receiving your goods without giving any reason. Our 30-day return window exceeds this statutory minimum.

To cancel, notify us clearly by email at support@novastila.com or via our website chat. You must return the goods within 14 days of your cancellation notice.

Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract.)

To: Novastila, Jacob Leendert van Rijweg 50, 2713 JA Zoetermeer, Netherlands Email: support@novastila.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on: _______________
Received on: _______________
Name of consumer(s): _______________
Address of consumer(s): _______________
Signature (only if notifying on paper): _______________
Date: _______________

For full details on return conditions, see our Return & Refund Policy.

7. Customer Obligations During the Return Period

During the return window, customers are expected to handle products with reasonable care. Products may only be inspected to the extent necessary to assess their nature, characteristics, and fit — as would be permitted in a physical store. Any reduction in value resulting from handling beyond what is reasonably necessary may be deducted from the refund amount under Regulation 34 of the Consumer Contracts Regulations 2013.

For shoes specifically: soles must show no signs of wear and shoes must be returned in their original box.

8. Exclusions from the Right to Cancel

The right to cancel does not apply to:

Goods made to the consumer's specifications or clearly personalised.
Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.

9. Pricing & Payment

All prices on our website are displayed in GBP (£), inclusive of VAT where applicable. The price applicable is that shown at the time of order confirmation. Orders already confirmed are not affected by subsequent price changes.

We accept the following secure payment methods:

💳 Visa
💳 Mastercard
💳 American Express
🅿️ PayPal

For further details, see our Payment Policy.

10. Shipping & Delivery

We ship exclusively within the United Kingdom. Orders are processed within 1–2 business days and delivered within an estimated 4–6 business days from the date of dispatch. The order cut-off time is 4:00 PM (GMT+1), Monday through Friday. Shipping is free on all orders.

For full shipping details, see our Shipping Policy.

11. Statutory Rights & Guarantees

Under the Consumer Rights Act 2015, you are entitled to goods that are of satisfactory quality, fit for purpose, and as described. If your item is faulty or not as described within 30 days of delivery, you are entitled to a full refund. After 30 days and up to 6 months, you are entitled to a repair or replacement (and a refund if that fails). These statutory rights are not limited by our returns policy.

12. Limitation of Liability

To the fullest extent permitted by applicable UK law, Novastila shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our website or products. Our total liability for any claim arising out of or relating to a purchase shall not exceed the amount paid for the product in question. Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

13. Intellectual Property

All content on this website — including text, images, graphics, logos, and product photography — is the property of Novastila or its licensed content providers, and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or use any content from this website without our prior written consent.

14. Complaints & Dispute Resolution

For any complaints, please contact us at support@novastila.com or via our website chat. We aim to respond to all enquiries within 14 business days.

If your complaint cannot be resolved directly with us:

Citizens Advice: https://www.citizensadvice.org.uk
Alternative Dispute Resolution (ADR): Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, you may refer your complaint to an approved ADR body.
EU visitors: European Consumer Centres Network (ECC-Net): https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en

15. Governing Law

These Terms are governed by the laws of England and Wales and, to the extent applicable, the laws of the Netherlands as the country of the registered entity. Any disputes not resolved through our complaints process will be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Privacy & Data Protection

The protection of your personal data is important to us. We process data in accordance with our Privacy Policy, UK GDPR, and the Data Protection Act 2018.

17. Changes to These Terms

We may update these Terms from time to time. The current version will always be published on this page with the updated date. Your continued use of our website after any changes constitutes acceptance of the updated Terms.

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