FAQs

1. What is your return and exchange policy?
You may return an item within 30 days of receipt for a refund or exchange. Please contact us at support@novel-london.uk to initiate the return process. Return shipping costs are at the customer's expense, except in the case of a defective product or error on our part.

2. What are the shipping options and costs?
We offer free standard shipping on all orders. 

3. How long does delivery take?
Standard delivery times generally vary between 5 and 8 working days, depending on your location. Express delivery options, if available, may reduce this time.

4. What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express), Google Pay, Apple Pay and other secure payment methods.

5. Do you offer discounts or promotional codes?
We regularly offer promotions and discounts. To keep up to date with our latest offers, subscribe to our newsletter or follow us on social networks.

6. Is the product in stock?
Our website displays product availability in real time. If a product is shown as available, it is in stock. If a product is unexpectedly out of stock, we'll let you know as soon as possible.

7. How do I choose the right size?
Each product page includes a size guide to help you select the right size. If you have any further questions, please do not hesitate to contact our customer service department.

8. Are the products genuine?
Yes, we guarantee the authenticity and quality of all our products. We work closely with our suppliers to ensure this quality.

9. Do you offer any guarantees?
We are committed to the quality of our products. If you have a problem, please contact us, and we'll do our best to resolve it quickly.

10. Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number by e-mail. You can track the status of your order via our website or the carrier's website.

11. How can I contact customer service?
You can reach us by e-mail at support@novel-london.uk or by telephone on +44 7392240755. Our opening hours are Monday to Friday from 9:00 am to 6:00 pm, and Saturday and Sunday from 10:00 am to 4:00 pm.

12. What should I do if my item arrives damaged or incorrect?
If you receive a damaged or incorrect item, please contact us immediately at support@novel-london.uk. We will arrange a replacement or refund at no extra charge.

13. Do you offer free delivery?
Yes, we offer free standard delivery on all orders.

14. What is your cancellation policy?
Orders can be cancelled free of charge before shipment. If the order has already been shipped, you will need to follow our returns procedure. To cancel an order, please contact us as soon as possible at support@novel-london.uk.

15. Is my payment information secure?
Yes, we use industry-standard encryption technologies to protect your payment information. Your data is treated securely and confidentially.