Last Updated: September 19, 2026

At Novelya, your satisfaction matters to us. If something isn’t right with your order, we’re here to make it easy.

Order Cancellations

You may cancel your order within 12 hours of placing it by contacting us at info@novelya.co. Once your order has been processed, cancellation may no longer be possible.

30-Day Returns

You have 30 days from the date you receive your order to request a return.

To be eligible, items must be:

Unused
In their original condition
Returned with original packaging, if applicable

Reach out to our support team and we’ll guide you through the process.

Restocking Fee

We do not charge any restocking fees.

Non-Returnable Items

Some items may be marked as non-returnable directly on their product page.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect, in which case Novelya will cover the cost of return shipping.

Exchanges

We accept exchanges for eligible products within 30 days of the date you receive your order. Items must be unused, in their original condition, and returned with original packaging if applicable. To request an exchange, contact us at info@novelya.co with your order number and details. 
Customers are responsible for return shipping costs for exchanges unless the item arrived damaged, defective, or incorrect, in which case Novelya will cover the applicable shipping costs.

How to Start a Return

Email info@novelya.co with your order number and reason for return.
Our team will review your request and provide next steps.
Once approved, your refund will be processed to your original payment method.

Refund Timing

Once approved, please allow up to 7 business days for your refund to reflect, depending on your bank or payment provider.

Order Not Delivered

If your order hasn’t arrived within the expected delivery window, contact us at info@novelya.co with your order number. We’ll investigate with the carrier and resolve it.

Contact Information
Store Name: Novelya
Address:  555 rue Chabanel O, Montreal, QC H2N 2J2, Canada
Email: info@novelya.co
Phone: +1 (438) 255-6310
Customer Service Hours: Monday to Friday, 9:30 AM to 5:30 PM (EST)
Response Time: We aim to reply within 1 to 2 business days.