Frequently Asked Questions
Please regard to this article if you experience any problems. If this article didn't answer any of your questions, we'd love to speak with you.
General
How do you pronounce Novalie?
”No-Va-Lee” or “Nova-Lee”
Who do I contact about an issue I'm having?
You can reach out to our support lines and our customer service team will do their best to help resolve any issues you’re having.
Please avoid sending multiple requests, as this may push your request down in the queue. We appreciate your understanding and cooperation in helping us assist you effectively.
Do you take custom requests?
At this time, unfortunately we are unable to make custom jewelry.
I want to collaborate with Novalie, how can I send an inquiry?
Due to the high volume of inquiries, collaborations are done selectively. If interested, you can email novaliejewelry@gmail.com and the inquiry will be delegated to the relevant parties.
Is your jewelry hypoallergenic?
Yes! All of our jewelry is hypoallergenic. Aside from our solid gold pieces, everything is made in Sterling Silver .925. Every piece is always Nickel, Lead, and Cadmium free.
However, if you want to invest in any jewelry that is plated, please keep in mind copper is a common allergy. Copper is mixed into our plating metals to create a yellow-gold or rose-gold color.
Orders
How can I adjust or cancel my order?
Our goal at Novalie is to process and ship orders quickly. If your order has not yet shipped you may request changes or cancel the order by contacting us. This cannot be guaranteed if we do not get to your inquiry right away so please contact us as soon as possible. Please visit our return/shipping policy for additional information if an incorrect order has shipped.
What are Preorders?
Preorders are orders with items that are made to order! With larger and more popular collections, it's hard to predict quantities that need to be made. We open pre-orders to mitigate this issue.
Because pre-orders are made to order, the processing time to produce, package and ship will be 6+ months unless otherwise specified. Changes to these orders must be done as soon as possible as you may be ineligible from adding or removing items from your order once we finialize the order and begin production. Please try to reach out to us within the day when you placed the order.
Can I cancel my Preorder?
A refund/cancellation for a pre-ordered item that has not yet shipped must be requested within the day of purchase. Once delivered, your item will follow return/exchange procedure of our regular similar items.
Shipping
How long does it take to ship my order?
Our average processing time for orders is between 7-10 business days, and shipping usually takes between 4-7 days for US and Canada.
International shipping on average takes between 3-12 business days, but this can also vary beyond that range depending on the country. Please account for additional shipping time during holiday seasons.
*Please note the above timeframes are estimates and cannot be guaranteed.
Do you ship internationally?
Yes, we are accepting orders internationally. The customer will be contacted by email, phone, or mail regarding VAT/Duties/Taxes. Customs will be covered by the customer upon receiving their order. Lunarya is not responsible for any VAT/Duties/Taxes/Custom charges which may incur.
What happens if my order was returned to sender?
If a package is denied and sent back to sender, an additional shipping fee may be charged for reshipment. Please contact us if this is the case.
Can I change my shipping address?
You may request to change a shipping address through our contact us page if your order has not yet shipped yet. These changes cannot be guaranteed, please contact us as soon as possible. Once your order has shipped it cannot be changed.
How do I track my order?
Once an order is processed and fulfilled, you will receive an email confirmation with a tracking number for your order as well as the courier used for delivery. You can use the tracking number on their website to track your incoming package!
Returns
What is your return policy?
Returns can be made within 14 days of delivery. Check out our returns policy page for more details.
When can I expect to receive my refund?
Once your refund has been processed, you will receive a refund notification email. It will take 5-7 business days, depending on your financial institution, for the refund to show in your account.
Can I receive my refund on a different card than what I used when I placed the order?
Refunds are only available when issuing them back to the original form of payment.
What is your exchange policy?
Items in their unused and original condition purchased can be exchanged within 14 days of purchase. Gift Cards are non-returnable. Promotions, clearances, or sales may have modified terms and conditions. Please contact our team to start your exchange.
What if I received an incorrect item or an item is missing from my order?
We apologize for any inconvenience if you are missing items from your order or received the incorrect item. If this should happen please contact our Customer Care team immediately so we can resolve the issue.
Warranty
What is Novalie’s warranty Policy?
Novalie wants you to enjoy your jewelry free of defects so we offer a 1 year warranty from your date of purchase. For more information, please read here.
I preordered an item, when does my warranty date start?
To anyone preordering an item, they are still eligible for warranty. However, instead of the date you purchased the preorder item, your 1-Year Warranty begins on the day we fulfill your order for shipment.