FAQ
Transparency is our priority. Find clear answers to all your questions, from jewelry care and maintenance to international shipping, right here.
Shipping Questions
1. Where do you ship to?
We ship worldwide! Please ensure your address is accurate at checkout to avoid delivery issues.
2. How long does shipping take?
- Domestic Orders: Typically 3-7 business days.
- International Orders: 7-14 business days, depending on the destination.
Please note that shipping times may vary during holidays or due to unforeseen delays.
3. How much does shipping cost?
Shipping costs are calculated at checkout based on your location and chosen shipping method. Free shipping is available for orders over $100.
4. Will I receive a tracking number?
Yes, all orders include a tracking number, which will be sent to you via email once your order is shipped.
5. Do you offer express shipping?
Yes, express shipping options are available at checkout for faster delivery.
6. Are there customs or duties fees for international orders?
International orders may be subject to customs or import fees, which vary by country. These fees are the buyer's responsibility.
Order Questions
7. Can I cancel or modify my order?
Orders can be canceled or modified within 24 hours of placement. After this, changes may not be possible as we process orders quickly.
8. What should I do if I receive the wrong item or my order is damaged?
Please contact us immediately at info@novuslimited.com with your order number and a photo of the item. We'll resolve the issue as quickly as possible.
Return & Exchange Questions
9. What is your return policy?
We accept returns within 30 days of delivery for unworn, undamaged items in their original packaging. Sale items and personalized jewelry and earrings are final sale and cannot be returned.
10. How do I start a return or exchange?
To initiate a return, please contact us at [insert email/contact form link] with your order number and reason for the return. We’ll provide further instructions.
11. Who pays for return shipping?
The buyer is responsible for return shipping costs unless the return is due to a defect or error on our part.
Jewelry Care Questions
12. How do I care for my jewelry?
- Avoid contact with water, perfumes, and lotions to maintain the shine and plating.
- Store your jewelry in a cool, dry place, ideally in the pouch or box provided.
- Use a soft, lint-free cloth to clean your jewelry.
13. Is your jewelry hypoallergenic?
Yes, most of our pieces are crafted from stainless steel or other hypoallergenic materials, suitable for sensitive skin. Please check individual product descriptions for details.
Payment Questions
14. What payment methods do you accept?
We accept all major credit cards, PayPal, and other secure payment options at checkout.
15. Is my payment information secure?
Yes, our store uses SSL encryption and secure payment gateways to protect your personal information.
Other Questions
16. Do you offer gift packaging?
Yes, all orders come in our signature jewelry box, perfect for gifting. You can also add a personalized note at checkout.
17. Can I customize a piece of jewelry?
At this time, we offer limited customization options. Please contact us for more details.
18. How do I contact you?
You can reach us at info@novuslimited.com. We aim to respond within 24-48 hours.