FAQ
Does it hurt?
Not at all. The Novela Velvet Pro uses a rotating mineral roller — no blades, no razors, no sharp edges. It buffs away dead skin gently and gradually. Most people describe it as feeling like a warm massage. Start on the lower speed setting for your first session and let the device do the work — no pressure needed.
Will it work on really thick or tough calluses?
Yes — this is exactly what it's designed for. The coarse roller head is specifically made for thick, hardened skin and deep calluses on heels. For very severe build-up, you may need two or three sessions spaced a few days apart to see the full result. Most customers notice a significant difference after their very first use.
How often should I use it?
Once a week is enough for most people to maintain smooth, soft heels. If you're starting with significant build-up, you can use it every 3–4 days until you reach the smoothness you want — then drop back to weekly maintenance. Avoid using it more than once every 2–3 days on the same area.
How long does each session take?
Around 3–5 minutes per foot. That's it. Most customers do both feet in under 10 minutes, once a week. Much faster than a salon pedicure — and you never have to leave the house.
What's included in the box?
Every Novela Velvet Pro comes with:
- The Novela Velvet Pro device
- 1 coarse roller head (for removing hard skin and calluses)
- 1 fine roller head (for smoothing and polishing)
- USB charging cable
- Cleaning brush
- Instruction card
How long does the battery last?
The Novela Velvet Pro has a rechargeable lithium battery. On a full charge you can expect up to 60 minutes of use — that's approximately 6–8 full sessions before needing to recharge. Charging takes around 90 minutes via the included USB cable.
Can I use it on wet feet?
No — always use the Novela Velvet Pro on completely dry skin. Using it on wet or damp feet reduces its effectiveness significantly and can cause uneven results. Dry feet first, then use the device, then moisturise afterwards.
Is it safe to use?
The Novela Velvet Pro is blade-free and gentle when used as directed. It cannot cut the skin. However please do not use it if you have:
- Open wounds, cuts or broken skin on your feet
- Diabetes or poor circulation — consult your doctor first
- A skin condition such as eczema or psoriasis affecting your feet
- Very sensitive skin — start on the lowest speed setting
If you are unsure whether this product is suitable for you, please consult a healthcare professional before use.
When do the roller heads need replacing?
With weekly use, most customers replace their roller heads every 2–3 months. You'll notice the rollers becoming less effective as they wear down — that's your signal to replace them. Novela Velvet Refill Packs contain 4 replacement rollers (2 coarse + 2 fine) and are available at £9.99.
Will it make a mess?
It can produce a small amount of fine skin dust — similar to an emery board. We recommend using it over a towel, in the bath or over a bin for easy clean-up. The device itself is easy to clean — simply remove the roller head and tap or rinse away any residue. Allow to dry completely before reattaching.
What is your guarantee?
We offer a 100-Day Smooth Feet Guarantee. Try Velvet Pro at home for up to 100 days. If you're not happy with your results, email hello@novelawellness.com with your order number and we'll send you a free UK return label. Once your return arrives, we'll refund you in full within 48 hours. No questions asked.
How long does delivery take?
We dispatch all orders within 24 hours Monday to Friday. Delivery is via Royal Mail Tracked 48 — estimated 2–4 working days across the UK. You'll receive a tracking number by email the moment your order leaves us.
Free delivery on orders over £30. Orders under £30 — £3.35 flat rate.
Can I track my order?
Yes — every order comes with full Royal Mail tracking. You'll receive your tracking number by email on the day your order is dispatched. Track your parcel at royalmail.com at any time.
What if my order arrives damaged?
If your order arrives damaged or faulty — email us at hello@novelawellness.com within 48 hours of delivery with a photo of the damage. We'll send a replacement immediately at no cost to you. No need to return the damaged item.
Can I return it if I change my mind?
Yes — we accept returns within 30 days of delivery for unused items in original packaging. Contact hello@novelawellness.com with your order number and we'll arrange a free Royal Mail returns label.
For our 100-day satisfaction guarantee — if the product simply hasn't worked for you as expected, contact us and we'll sort it.
Do you ship outside the UK?
We currently ship to the UK only. We hope to offer international shipping in the future — sign up to our email list to be notified when this changes.
Is the Novela Velvet Pro suitable for men?
Absolutely. Rough heels, thick calluses and cracked skin affect men just as much as women — especially those who work on their feet, wear work boots, or are active. The Novela Velvet Pro is designed for everyone. Several of our most enthusiastic customers are men.
What's the difference between the coarse and fine roller?
The coarse roller (dark grey) is for removing thick, hardened skin and calluses. Start here if you have significant build-up.
The fine roller (light grey) is for smoothing and polishing after the coarse roller, or for maintenance sessions when skin is already relatively smooth.
Most people use the coarse roller first, then finish with the fine roller for a smoother result.
Can I use the Novela Velvet Balm with the device?
Yes — and we strongly recommend it. Use the Velvet Pro first to remove the dead skin, then apply the Velvet Balm immediately after. With the dead skin removed, the balm absorbs deeper and works significantly better than applying to unexfoliated skin. Together they make the complete foot care routine.
How do I contact you?
📧 hello@novelawellness.com
🕐 Monday–Friday · 9am–6pm UK time
We aim to respond to every email within 12 hours. We're real people — not a bot — and we genuinely want to help.