Everything customers ask us most often, grouped by topic. If your question isn't here, email support@noveraclothing.shop and we'll answer within one working day.
Orders
How do I know my order went through?
You'll get an order confirmation email within a few minutes of checking out. If it hasn't arrived, check your spam folder first, then email us with the name and address you used and we'll find it.
Can I change or cancel my order after placing it?
Email us as quickly as you can. If your order hasn't been dispatched we can usually change the address, swap a size or cancel it outright. Once it's dispatched we can't intercept it — but you can still return it under our 30-day returns policy.
Can I add an item to an order I've already placed?
We can't add to an existing order, but if you place a second order the same day and email us the order numbers, we'll combine them into one parcel and refund the extra delivery charge.
An item I want is out of stock — will it come back?
Often, yes. Use the back-in-stock notification on the product page and we'll email you the moment it returns.
Do you sell to businesses or offer wholesale?
Our checkout is set up for consumers buying for their own use. For wholesale or bulk enquiries, email support@noveraclothing.shop.
Delivery
Where do you ship?
The United Kingdom only, including Northern Ireland, the Channel Islands and the Isle of Man. We don't ship internationally at the moment.
How much is delivery and how long does it take?
Standard Tracked is £3.95 and takes 3–5 working days, and it's free on orders over £60. Express Tracked is £5.95 and takes 1–2 working days. Both are measured from dispatch, not from when you order. Full detail is in the Shipping & Delivery Policy.
When will my order be dispatched?
Orders placed before 2:00pm on a working day usually go out the same day. Anything later, or at a weekend or on a public holiday, goes out the next working day.
How do I track my parcel?
Your dispatch confirmation email contains a tracking link. Tracking can take a few hours to start updating after the carrier scans the parcel.
My parcel is late. What should I do?
Give it 3 working days beyond the estimate — carriers usually catch up. If it still hasn't arrived, email us. We treat a parcel as lost after 10 working days from dispatch, and we'll either replace it or refund you in full.
My parcel arrived damaged.
Photograph the packaging before opening it if you can, and email us within 7 days of delivery. We'll send a replacement or refund you in full, including delivery, at no cost to you.
Can I have it delivered somewhere other than my billing address?
Yes — enter a different delivery address at checkout. For fraud prevention we may occasionally verify orders where the two addresses differ significantly.
Returns and refunds
What is your returns policy?
You have a legal right to cancel within 14 days of the day after delivery, and we voluntarily extend that to 30 days for change-of-mind returns. Items need to be unworn, unwashed, with tags attached and any hygiene seal intact.
How do I start a return?
Email support@noveraclothing.shop with your order number and what you'd like to send back. We'll reply with a return reference and the return address, usually within a working day.
Who pays for return postage?
You do, for change-of-mind returns and exchanges. We pay whenever an item is faulty, damaged or not what you ordered. Please use a tracked service and keep your proof of postage — until the parcel reaches us it's your responsibility.
How long does a refund take?
We inspect returns on arrival and process refunds within 14 days of receiving them back, usually much sooner. Your bank then typically takes 3–5 working days to show the money.
Will I get my original delivery charge back?
Yes, if you cancel within the statutory 14-day window, or if the item was faulty, damaged or incorrect. Returns under our extended 30-day goodwill window refund the item price. If you paid for Express delivery, we refund up to the cost of our standard service.
Can I exchange for a different size?
Yes, within 30 days and subject to stock. Email us and we'll reserve the replacement where we can. You pay to send the original back; we pay to send the new one out.
Are there items I can't return?
Underwear, swimwear, hosiery and pierced jewellery can't be returned for change of mind once the hygiene seal is broken — if the seal is intact, you can. Made-to-measure and personalised items are also excluded, as are gift cards. None of this affects your rights if an item is faulty.
Can I return a sale item?
Yes. Sale and discounted items carry exactly the same rights as full-price items, and we refund what you actually paid.
My item developed a fault after a few weeks.
Email us with photographs and your order number. Under the Consumer Rights Act 2015 you can reject a faulty item within 30 days for a full refund, and after that ask for a repair or replacement. If a fault appears in the first six months, it's assumed to have been there from the start.
Payment
What payment methods do you accept?
Visa, Mastercard, Maestro and American Express, plus Apple Pay, Google Pay, Shop Pay and PayPal. We don't offer cash on delivery, bank transfer or payment on account.
Is it safe to pay on your site?
Yes. Checkout runs over an encrypted connection through Shopify Payments, and card details go straight to PCI DSS Level 1 compliant providers. We never see or store your full card number.
Why was my card declined?
Usually a mismatch between your billing address and your bank's records, an expired card, insufficient funds, or a security block from your bank. Banks don't tell us the reason, so your bank is the fastest place to check.
Do you charge VAT?
No. Novera Clothing Ltd isn't currently registered for VAT, so the price you see is the price you pay, plus any delivery charge shown at checkout.
Do you offer buy now, pay later?
Only where a provider such as Shop Pay Instalments or PayPal appears at checkout. Those arrangements are between you and the provider, on their terms.
When am I charged?
At the time you place your order. You may briefly see an authorisation hold on your statement before it settles — that's your bank, not a second charge.
Products and sizing
How do I find my size?
Every product page has a size guide with garment measurements. Measure a piece you already own and love, and compare — it's more reliable than going by your usual size.
What are your clothes made from?
The fibre composition is listed on every product page, before you add to basket, along with care instructions.
How should I wash them?
Follow the care label and the instructions on the product page. Washing cool, inside out and on a gentle cycle will keep colour and shape far longer. Damage from not following the care instructions isn't a manufacturing fault.
Do the colours match the photos?
We photograph our pieces as accurately as we can, but screens vary. If a colour is genuinely not as described, that's covered by your legal rights, not just our returns policy.
Account, privacy and marketing
Do I need an account to order?
No — you can check out as a guest. An account just saves your addresses and lets you see your order history.
How do you handle my personal data?
Only as set out in our Privacy Policy. We don't sell your data. You can ask for a copy of what we hold, have it corrected or deleted, and complain to the ICO if you're unhappy with how we've handled it.
How do I unsubscribe from marketing emails?
Click the unsubscribe link at the bottom of any marketing email, or email support@noveraclothing.shop. You'll still get essential messages about orders you've placed.
How do I change my cookie choices?
Use the cookie banner or the cookie settings link on our site. You can change your mind at any time.
Still stuck?
Email support@noveraclothing.shop with your order number and we'll get back to you within one working day, Monday to Friday.