Returns Policy

We hope you love your order. If something is not quite right, this page explains how returns work at Novella & Co.

❖ Personalised items

Many Novella pieces are personalised. As these are created to your specification, they cannot be returned or refunded unless they are faulty or not as described.

Please check all details with care, including spelling, initials and dates. Our team may make small layout adjustments to achieve the best engraved result while keeping your requested content unchanged.

❖ Non personalised items

You are welcome to return non personalised items within 30 days of delivery, provided they are unused and in original condition and packaging. Returns are accepted by post only.

❖ Your right to cancel

For eligible distance purchases of non personalised items, you can cancel within 14 days of delivery. Please tell us you wish to cancel within this period, then return the item within a further 14 days.

❖ Faulty or not as described

If your item is faulty or not as described, please contact us as soon as possible with your order number and clear photos. Where a fault is confirmed, we will repair, replace with the same item, or refund. Your short term right to reject faulty goods lasts for 30 days from delivery.

❖ How to start a return

1. Contact our team to request a return authorisation, include your order number and reason for return.
2. We will reply with simple instructions and the return address.
3. Pack the item securely in original packaging with all inserts and gift components, then post it back using a tracked service.

❖ Return postage

For change of mind returns, you are responsible for return postage. If an item is confirmed faulty, we will cover or reimburse reasonable return postage.

❖ Refunds

Once your return is received and inspected, we will email you to confirm approval or next steps. Approved refunds are issued to the original payment method.

When you cancel an eligible distance purchase, we will refund the item price and the cost of Standard delivery if that option was chosen. Any upgrade to Express delivery is not refunded. Refunds are made within 14 days of us receiving the goods back, or receiving evidence that they have been sent back, whichever is earlier.

❖ Exchanges

We do not offer exchanges. Eligible items can be returned for a refund in line with this policy. If your order was a gift, our team can assist the original purchaser with the refund.

❖ Items not eligible for return

• Personalised items, unless faulty or not as described
• Items that show signs of use or damage, not caused in transit
• Gift cards

❖ Need help

For returns, cancellations or order issues, please contact us here.

We will be pleased to assist.