Returns & Refund Policy
Returns & Refund Policy
Last Updated: June 1, 2026
At Novelle Boutique, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are happy to assist you. Please read the following policy carefully before requesting a return.
For any questions regarding returns, refunds, or exchanges, please contact us at info@novelleboutique.co.uk before sending any item back.
1. Our Fulfillment Model
Novelle Boutique operates using a direct supplier fulfillment model. To reduce waste, minimize unnecessary storage, and lower our environmental impact, certain products are shipped directly from our trusted international suppliers.
As a result, approved returns may need to be sent to the designated return facility provided by our supplier. Return instructions and the correct return address will be supplied after your return request has been reviewed and approved.
Please do not send any item back without first contacting us and receiving return authorization.
2. Return Request Period
You may request a return within 30 days of receiving your order.
To initiate a return, please email:
Your request must include:
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Your order number
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The item(s) you wish to return
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The reason for the return
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Any supporting photos if applicable
Once your request has been reviewed and approved, we will provide further return instructions.
3. Return Eligibility
To qualify for a return, items must meet the following conditions:
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The item must be unused and unworn.
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The item must be unwashed and undamaged.
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All original tags, labels, and packaging must be intact.
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The item must be returned in its original condition suitable for resale.
Items that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
For hygiene, safety, and quality reasons, the following items generally cannot be returned unless they arrive defective or incorrect:
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Underwear
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Swimwear
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Earrings and certain jewelry items
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Personal care products
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Customized or personalized products
Sale, clearance, or promotional items may not be eligible for return unless required by applicable consumer protection laws.
4. Return Shipping Costs
Unless an item is defective, damaged, or incorrectly supplied, return shipping costs are the responsibility of the customer.
Customers are responsible for:
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Return shipping charges
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International shipping fees
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Customs duties, taxes, or import charges associated with the return
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Ensuring the package is properly packaged and shipped
We strongly recommend using a tracked shipping service. Novelle Boutique cannot process refunds for returns that cannot be verified as delivered.
5. Alternative Resolution Options
Because international returns can sometimes be costly and time-consuming, we may offer an alternative solution where appropriate.
Depending on the circumstances, this may include:
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A partial refund
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Store credit
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A replacement item
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A discount on a future purchase
Any alternative resolution will be discussed and agreed upon by both parties via email before a return is initiated.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, incorrect, or significantly different from what was ordered, please contact us within 30 days of delivery.
Your email must include:
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Your order number
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A detailed description of the issue
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Clear photographs showing the problem
This information allows us to investigate the matter and provide an appropriate solution as quickly as possible.
Failure to provide sufficient information or photographic evidence may delay the review process.
7. Refund Process
Once a returned item has been received and inspected, we will notify you of the outcome of your refund request.
If approved:
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Refunds will be issued to the original payment method used for the purchase.
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Refunds are typically processed within 30 business days after approval.
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Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless otherwise required by law.
8. Order Changes and Cancellations
Our orders are processed quickly to ensure fast fulfillment and shipping.
For this reason:
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Order changes or cancellations cannot be guaranteed once an order has been submitted.
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If you need to make a change, please contact us immediately after placing your order.
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If processing has already begun, cancellation may no longer be possible.
Customers are encouraged to contact us directly regarding any order concerns before initiating a payment dispute or chargeback.
We are committed to working with customers to find a fair and reasonable solution whenever possible.
9. Delivery Responsibility
Customers are responsible for ensuring that all shipping information provided during checkout is accurate and complete.
Novelle Boutique cannot be held responsible for:
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Delays caused by incorrect shipping information
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Failed deliveries resulting from customer-provided address errors
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Packages marked as delivered by the carrier to the address supplied at checkout
If you notice an address error after placing your order, please contact us as soon as possible at:
While we will do our best to assist, address changes cannot be guaranteed once an order has entered processing.
10. Contact Information
For all return, refund, exchange, or order-related inquiries, please contact:
Novelle Boutique
Email: info@novelleboutique.co.uk
Our customer support team will be happy to assist you and help find the most appropriate solution for your situation.