Shipping policy

NOVELA WELLNESS — SHIPPING POLICY

Last updated: June 11, 2026

OUR PROMISE

We know you're excited to receive your order. That's why we dispatch every single order within 24 hours of payment confirmation — Monday to Friday. You'll receive a tracking number by email the same day we dispatch so you always know exactly where your order is.

1. WHERE WE SHIP

We currently ship to the United Kingdom only including:

• England
• Scotland
• Wales
• Northern Ireland

We do not currently ship internationally. We hope to offer international shipping in the future — sign up to our email list to be notified when this changes.

2. SHIPPING COST

Free Royal Mail Tracked 48 on orders over £30. Orders under £30 — £3.35 flat rate.

There are no hidden delivery charges at checkout. What you see is what you pay.

3. HOW WE SHIP

All orders are shipped via Royal Mail Tracked 48.

• Every order includes full tracking
• You will receive your tracking number by email on the day your order is dispatched
• You can track your order at royalmail.com using your tracking number
• Royal Mail will also send you delivery updates directly

4. DELIVERY TIMES

Working days are Monday to Friday excluding UK public holidays.

Orders placed before 2pm Monday to Friday are typically dispatched the same day.

Orders placed after 2pm or on weekends will be dispatched the next working day.

5. ORDER PROCESSING

• Orders are processed Monday to Friday
• We do not process or dispatch orders on weekends or UK public holidays
• You will receive an order confirmation email immediately after placing your order
• You will receive a separate dispatch confirmation email with your tracking number when your order leaves us

6. TRACKING YOUR ORDER

Once your order is dispatched you will receive an email containing:

• Your Royal Mail tracking number
• A link to track your order online
• Estimated delivery date

You can track your order at any time at royalmail.com

If you have not received your tracking email within 24 hours of placing your order please check your spam folder first then contact us at hello@novelawellness.com

7. WHAT IF MY ORDER IS LATE

Royal Mail Tracked 48 delivers within 2–4 working days in the vast majority of cases. However occasionally delays can occur due to:

• High volume periods such as Christmas
• Severe weather conditions
• Circumstances outside Royal Mail's control

If your order has not arrived within 7 working days of your dispatch confirmation email please contact us at hello@novelawellness.com and we will investigate immediately.

We will always do everything we can to resolve delivery issues quickly and fairly.

8. WHAT IF MY ORDER ARRIVES DAMAGED

If your order arrives damaged:

• Take a photo of the damaged packaging and product
• Contact us at hello@novelawellness.com within 48 hours of delivery
• We will send a replacement immediately — no return needed
• If you prefer a refund instead of a replacement we will process that within 48 hours

9. WHAT IF MY ORDER DOESN'T ARRIVE

If your tracking shows your order has been delivered but you haven't received it:

• Check with neighbours in case it was left with them
• Check any safe spaces noted on your tracking
• Contact your local Royal Mail delivery office
• If still unresolved contact us at hello@novelawellness.com and we will raise an investigation with Royal Mail on your behalf

If Royal Mail confirms your order is lost we will send a replacement or issue a full refund — your choice.

10. INCORRECT DELIVERY ADDRESS

Please ensure your delivery address is correct when placing your order. We dispatch quickly — often within a few hours of your order being placed.

If you need to change your delivery address:

• Contact us immediately at hello@novelawellness.com
• If your order has not yet been dispatched we will update the address
• If your order has already been dispatched we are unable to redirect it — you will need to contact Royal Mail directly

We are not responsible for orders delivered to an incorrect address provided by the customer.

11. PACKAGING

All Novela Wellness orders are carefully packed to ensure your products arrive in perfect condition.

• Orders are packed in discreet white postal packaging
• No pricing or promotional information is visible on the outside of the packaging
• Products are protected with appropriate protective materials
• A branded insert card is included with every order

12. SUSTAINABILITY

We are committed to reducing our environmental impact. Our packaging is:

• Recyclable where possible
• Minimal — we don't use unnecessary filler materials
• Designed to be as lightweight as possible to reduce carbon footprint

13. CONTACT US

For any questions about your order or delivery please contact us:

📧 hello@novelawellness.com 📍 Novela Wellness · Birmingham · United Kingdom

We aim to respond to all delivery enquiries within 4 hours Monday to Friday.