Orders

Can I change or cancel my order?

We aim to process orders quickly, so changes or cancellations are not guaranteed. If you contact us as soon as possible after placing your order, we’ll do our best to help. Once an order has been dispatched, it cannot be changed or cancelled.

I’ve made a mistake with my order – what should I do?

Please contact us immediately at contact@novaivy.com with your order number and details of the issue. If the order has not yet been dispatched, we may be able to amend it.

Will I receive an order confirmation?

Yes. Once your order is placed, you will receive a confirmation email. If you don’t see it, please check your spam or junk folder.

Shipping

Where do you ship?

We ship within the United Kingdom, Europe, and internationally.

How long does shipping take?

Estimated delivery times are:

• UK Standard: 2–3 working days
• UK Express: 1–2 working days
• Europe: 2–5 working days
• Rest of World: 4–12 working days

Please note that delivery times are estimates and may vary during busy periods or due to customs delays.

When will my order be dispatched?

Orders placed before 6pm (UK time) are dispatched on the same working day. Orders placed after this time will be dispatched the next working day.

Do I have to pay customs or duties?

For international orders, customs duties and taxes may apply depending on your country. These charges are the responsibility of the customer and are not included in the order total.

Returns & Exchanges

What is your returns policy?

You can return eligible items within 30 days of delivery for a refund or exchange.

What items cannot be returned?

For hygiene and customisation reasons, we cannot accept returns on:

• Earrings
• Personalised or engraved items
• Gift cards
• Gift packaging

How do I return an item?

All returns must be submitted via our online returns portal. Once submitted, you’ll receive a postage label or QR code along with return instructions.

Do you cover return postage costs?

No, return postage costs are the responsibility of the customer. Original shipping charges are non-refundable.

How long does it take to process a return?

Returns are processed within 7 working days of reaching our warehouse. Refunds will appear in your account within up to 6 working days after processing.

What happens if I return part of an order that included a free gift or discount?

If you return part of an order that qualified for a free item or promotion, the value of the free item or discount may be deducted proportionally from your refund.

Jewellery Care

How should I care for my Nova Ivy jewellery?

To keep your jewellery looking its best:

• Avoid contact with water, perfume, lotions and chemicals
• Remove jewellery before showering, swimming or exercising
• Store pieces in a dry place, preferably in their original packaging

Contact & Support

How can I contact you?

If you have any questions or need help with an order, please contact us at:

Email: info@novaivy.com

We aim to respond within 1–2 working days.