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All orders are shipped within 24 to 48 hours of you placing the order using DHL eCommerce, USPS or ePacket depending on your location and fastest available service. Typical delivery time frame is between 14 to 21 business days however, you may receive your items much earlier. All orders are shipped with tracking numbers so you can track it every step of the way! Packages may be faced with delays beyond our control such as customs or postal delays.

At Novelvine, we want you to love your purchase! If you're not completely satisfied, we’re here to help.

1. Return Eligibility

You have 14 days from the date you receive your item to request a return.

To qualify for a return:

• The item must be unused, unworn, and in its original packaging.
• It must include all original tags and accessories.
• You must provide a receipt or proof of purchase.

📩 How to start a return: Email us at sales@novelvine.com with your order number and reason for return.

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2. EU Consumer Rights (For Customers in the European Union)

If you are a customer within the EU, you have the right to cancel your order within 14 days of receiving your item under the EU Consumer Rights Directive.

• You do not need to provide a reason for cancellation.
• You must notify us via email at sales@novelvine.com before the 14-day period expires.
• Once you notify us, you must return the item within 14 days after submitting your cancellation request.
• If returning for cancellation under EU consumer laws, we will refund the full cost, including standard shipping fees. However, the cost of return shipping is the customer’s responsibility.
• Refunds will be processed within 14 days of receiving the returned item.

Exceptions: EU law does not apply to personalized items, perishable goods, or hygiene-sensitive products (e.g., opened cosmetics, sealed personal care products).

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3. Non-Returnable Items

Some items are final sale and cannot be returned:

• Gift cards
• Personalized or custom-made items
• Perishable goods (food, flowers, plants, etc.)
• Personal care or hygiene products (if unsealed)
• Hazardous materials, flammable liquids, or gases

If you're unsure whether your item qualifies, contact us before purchasing at sales@novelvine.com.

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4. Return Process

• Step 1: Email sales@novelvine.com with your order number and reason for return.
• Step 2: If your return is approved, we’ll send you return instructions and a return shipping label (if applicable).
• Step 3: Ship your item using a trackable shipping method to ensure safe delivery.
• Step 4: Once we receive and inspect your item, we’ll notify you of the refund status.

🚚 Return shipping costs:

• If the return is due to damage, defect, or incorrect item, we will cover the return shipping.
• If returning for any other reason (e.g., changed mind), the customer is responsible for return shipping costs.
• For EU customers, standard shipping fees may be refunded under cancellation rights, but return shipping is the customer’s responsibility.

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5. Refunds

• Refunds are processed within 5-7 business days (or 14 days for EU cancellations) after we receive and approve your return.
• Refunds will be issued to your original payment method.
• Shipping fees are non-refundable (except for EU cancellations where standard shipping may be refunded).

💳 Haven’t received your refund?

• Check your bank account.
• Contact your credit card provider—it may take additional time for the refund to reflect.
• If you still haven’t received your refund after 15 business days, contact us at sales@novelvine.com.

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6. Damaged or Incorrect Orders

We stand by our products! If your order arrives damaged, defective, or incorrect:
📸 Step 1: Email us within 7 days at sales@novelvine.com with photos and a description of the issue.
📦 Step 2: We will arrange for a replacement or full refund at no extra cost.

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7. Exchanges

Want a different item? The fastest way is to:
1️⃣ Return your original item.
2️⃣ Once your return is approved, place a new order for the desired item.

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📩 Questions? Need assistance? Contact us at sales@novelvine.com. We’re happy to help!