Refund policy

Can I cancel or change my order?

We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible within the first 12 hours, if production has not yet begun. Orders for Apparel, Mugs, and Ornaments cannot be canceled or modified at all. 

Please send an email to support@novaandjovana.com to check if changes or cancellation are possible, and give the reason you wish to cancel.

REFUNDS 

We do not issue refunds if your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, insufficient address, invalid shipping address or incorrect customization).

Personalized Products Policy

We do not offer refunds nor accept returns for personalized or customized orders with items that include specific names, dates, sign-offs, pictures etc. However, we can offer you store credits or discounts of no higher than 50% Off.

My item is damaged / incorrect, what do I do?

Please contact us for any items that arrived damaged, defective or the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

Customer Error Policy

Items cannot be returned due to customer error, so please be sure to make sure all customizations and shipping address are 100% correct before submitting your order. However, we will do whatever we can to make you happy.

RETURNS/REPLACEMENTS

We understand that sometimes issues arise with orders, and we strive to provide a satisfactory resolution. Our refund policy allows customers a replacement or 100% refund for orders only in the following circumstances:

  1. Defective Item: If the received item is defective or faulty, customers may return it for a refund. Proof of the defect may be required, such as clear photographs or detailed descriptions.
  2. Damaged During Shipping: If the item is damaged during shipping and the packaging shows clear signs of mishandling, customers are eligible to return the item for a refund. Customers must notify us of any shipping damage within 30 days of receiving the order and provide photographic evidence of the damage.
  3. Lost In Transit: If an order is lost in transit, we will replace it.  You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered. If your tracking number states your order was delivered, but you claim you did not receive it, we have to rely on the tracking number. Customers will be required to provide a claim id from the local post office or carrier and validate it, as soon as the review is complete, we will send a replacement.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out! However, any return or replacement request that falls outside of the above 3 circumstances will attract a 30% re-stocking fee. Please note that all returns and replacements must be authorized by our customer service team before being sent back. To initiate a return or replacement, please contact us at novajovanacontact@gmail.com. Once the return is approved, customers will receive instructions on how to proceed with the return process.

We reserve the right to refuse returns that do not meet the above criteria or are not authorized by our customer service team. Additionally, any items that have been used, altered, or damaged by the customer will not be eligible for a refund.

Please note:

  • Shipping is non-refundable.
  • Allow 15 business days from the date your package arrives to us for your return or exchange to be processed.
  • Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • Return shipping charges are the responsibility of the customer. If a product is defective or received incorrectly, we will be happy to provide a return shipping label.
  • We are not responsible for returns until they reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.  Without proof of receipt and delivery, we will not be able to process your return in a timely manner.

Returned-to-Sender & Refused Packages

This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, (3) the order is refused by the customer at time of delivery, or (4) the order is refused by the manufacturer and destroyed by the postal carrier.

We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase. 

We can reship packages that have been returned to sender, but the customer must pay for the shipment cost after we have received the returned to sender package and it has been determined that the incorrect address was provided. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing, or insurance.  There will be a 30% restocking fee taken out of the refund as well.  

Sometimes return to sender packages are refused by the manufacturer and destroyed by the postal carrier, or sometimes they end up lost in transit.  In any case in which we do not receive the package back, we can provide a 50% store credit towards a new item. If you provided the correct address, we will reship the order to the same address free of charge.  If you want to change the address, you will need to pay the shipping and handling fee.

Clearance Items

Items sold on clearance cannot be returned or refunded.  They may not include original packaging.  We make no guarantees about the condition of these items. 

Warranties

Our standard refund and replacement policy lasts 30 days from the date your tracking number shows your order was delivered. If 60 days have gone by since your purchase was received, unfortunately we can’t offer you a refund or replacement.  

International Shipping

Customs Duties, Tax and charges are not included in our base price. This is a shopper’s responsibility as each country has different Custom Duties and Laws of Taxation.

For inquiries and any other concerns, you may contact us through the following channels:

Email : support@novaandjovana.com
Call/SMS : ✆ 404-913-2519 9:00 AM - 5:00 PM EST Monday to Friday