Frequently Asked Questions
Welcome to our FAQ! We are delighted to have you as a customer. We have tried to answer the most frequently asked questions.
How long will it take for my order to be delivered?
When ordering from Nouvellie, delivery times may differ from usual.
As our products are shipped directly by our suppliers, we save on storage and transport costs.
This allows us to offer very competitive prices.
The average delivery time is 5 to 9 business days (Monday to Friday, excluding public holidays).
What should I do if I haven't received my order yet?
Due to high demand for our products, occasional delays may occur. We thank you for your understanding.
If the delivery time has already passed and you have not yet received your order, please send an email to support@nouvellie.com.
We will check the status of your package and provide you with the necessary assistance.
I would like to exchange/return my order - how do I do that?
Please contact our customer service at support@nouvellie.com.
Please include your name, your order number (e.g., #0000) found in your order confirmation, and the reason for the return.
We will then send you the return address and all necessary instructions.
You can then return the product via the carrier of your choice.
Who pays for return shipping?
Return shipping costs are your responsibility.
The exact cost depends on the chosen carrier.
Please consult the carrier's website for current rates.
What is your return policy?
You have 14 days from the receipt of your order to return the product.
For the return to be valid, the following conditions must be met:
- The return period has not expired.
- The product is in its original packaging with intact labels.
- The product has not been used.
What payment methods are accepted?
We accept the following payment methods:
- PayPal
Credit card (Visa, Mastercard, American Express)
Instant bank transfer / bank payment (depending on the country)
SEPA direct debit (if available)
During the checkout process, you will automatically see all available payment methods for your order.
All payments are processed via certified and secure payment providers. Your data is encrypted and handled confidentially.
I haven't received my order confirmation email – what should I do?
This should not happen, but may occur in rare cases.
If this occurs, please send an email to support@nouvellie.com with your full name and email address.
We will assist you as soon as possible.
Can I cancel my order?
Do you wish to cancel your order for any reason?
If so, please send an email to support@nouvellie.com including your name, your order number (e.g., #0000) from the order confirmation, and the reason for the cancellation.