We understand that sometimes a product might not meet your expectations, and we want to make the return and refund process as smooth and straightforward as possible. This policy outlines your rights and our obligations regarding returns, exchanges, and refunds.
1. GENERAL RETURN POLICY
Eligibility for Returns
Return Window: You may return your item(s) within 30 days of receipt. The return period could be extended under specific circumstances, after a return is initiated.
Return Shipping Fee: Shipping is at your cost. Please pack and ship the returned item(s) to our warehouse in Bulgaria.
How long do I have to ship a return: Your return package must be mailed out within 7 days from the date you've submitted your return request.
Condition: All item(s) must be unworn and in the original condition with the original packaging and all tags attached.
P.S. In order to be eligible for a refund, hygiene stickers on swimwear must be fully intact. Incomplete stickers will not be accepted. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund. Return refunds only include the payment amount of the item(s).
Items must be returned in their original condition, unused, and with all tags and packaging intact. Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error may not be eligible for a full refund.
Non-Returnable Items: Certain items cannot be returned, including:
- Perishable goods (e.g., food, flowers, newspapers, or magazines)
- Intimate or sanitary goods (e.g., underwear, swimwear if the packaging has been opened)
- Hazardous materials, flammable liquids, or gases
- Final Sale items (items with discount more than 59%)
2. HOW TO SHIP ITEMS BACK?
2.1 If we provide you with a shipping label, print out the label and drop off the package to an eligible shipping station.
2.2 If we don’t provide you with a shipping label, please choose a carrier and ship the package to our warehouse. Please remember to update your package tracking info on our app, otherwise we won’t be able to identify which return package is yours.
Don’t forget to keep the return receipt from the courier until your refund has been processed.
2.3 Wait for the package to arrive at the warehouse. It usually takes 5-25 days, depending on the distance between your location and the warehouse.
* Please check the "General Return Policy" section to see if we will provide you a shipping label.
* More details, including the eliligible shipping station locations, or the warehouse addressess, will be sent to you via email after the return form is submitted on our website.
*Please do not mail your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should mail it to the address on the return instruction we provide even if you are using your own shipping method.
*Please make sure to initiate a return request on our site before mailing back your return(s). We do not accept returned items without a return request and are not responsible for returning your unauthorized item(s).
3. RETURN PROCESS
3.1 Initiating a Return
Contact Us: To initiate a return, please contact us via email at info@novaliya.shop. You will receive detailed return instructions and a return form to include in your package.
Fill Out the Return Form: Complete the return form with all necessary details and include it in your return package.
Shipping Your Return: Ship the item(s) back to us within 30 days of receipt using a carrier of your choice. Please ensure the item is securely packaged to avoid damage during transit.
4. WHERE IS MY REFUND?
Your refund will be processed within 1-5 days after your returned package has arrived at our warehouse. Refunds will be issued via the original payment method.
* Please allow an extra 3-5 days to process the returned items due to high processing volume in the warehouse.
1. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
2. If you paid by PayPal, Klarna or other online payment providers, refunds will be sent to the PayPal, Klarna or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.
3. If you paid using a NOVALIYA gift card, your refund will be issued as a gift card to your NOVALIYA account.
4. If your order is purchased through store credits offered from a previous return, the order is not eligible for free return.
5. FREQUENTLY ASKED QUESTIONS
+ Is the return free of charge?
The cost of return shipping is at your expense and depends on the courier service and the country you are returning the goods from.
+ Can I get a refund for an order paid with Store Credits?
Items purchased solely with Store Credits are not eligible for refunds. If an order is paid with a combination of Store Credits and other payment method only the amount paid with other payment methods is eligible for refund.
+ Can I exchange a product, if it was delivered faulty or broken?
Yes, you can! We offer free product exchanges, if one or more products in your order were delivered faulty or broken.
Although we put a lot of efforts in ensuring constant quality monitoring, there might be items that were not marked as faulty from our side. In this case, you should contact us on email: info@novaliya.shop and provide us with evidence about the condition you've received your product in.
+ What can I do if my exchange product is no longer available?
Please inquire with customer service. We'll let you know when we expect to be able to deliver the product. If you have already returned the product and it is sold out, we will contact you and work together to find a solution.
+ Where can I find my order number to register my return?
You can find your order number in the confirmation email you received after placing your order. It is a five digit code. If you did not receive this email correctly, our customer service team will be happy to help you.
+ What should I do if I want to return my order outside the return period?
Please remember to deliver your return within the 30-day return period. In the unlikely event that this is not possible, we offer you the option of exchanging the product for a replacement or a credit. Please ask our customer service team about the possibilities.