FAQs
How long is shipping?
Orders usually arrive within 5-10 business days across the US, UK, Canada, and Australia.
Can I return an item?
Yes, returns are accepted within 30 days of delivery in original condition.
Are your materials safe?
We use hypoallergenic, nickel-free metals and responsibly sourced materials.
Do you offer gift wrapping?
Yes, elegant gift wrapping is available at checkout for a small fee.
How do I care for jewelry?
Keep pieces dry and store separately to maintain their shine and quality.
Can I change my order?
Please contact us within 24 hours to modify or cancel your order.
CUSTOMER CARE
HOW CAN WE HELP?
Find quick answers about shipping, returns, warranty, care, and your account.
CUSTOMER HELP
ORDERS & SHIPPING
How long does shipping take?
For U.S. orders, transit is typically 6–12 business days after dispatch. Some pieces may need an additional 1–2 business days for processing and inspection. Delivery timing can vary by destination and customs.
Do you offer free shipping?
Yes. NOVALISA currently offers free shipping on eligible orders.
How can I track my order?
Once your order has shipped, tracking information will be sent to the email address used for the order. Please check your inbox and spam folder for order updates.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. We’ll do our best to help before the order has been processed or shipped.
POLICIES & SUPPORT
RETURNS & EXCHANGES
What is your return policy?
Eligible items may be returned within 30 days of delivery.
What items are eligible for return?
Items must be unworn, unused, in original condition, and returned with original packaging and included accessories. Items showing signs of wear, damage or missing components may not be accepted.
How do I start a return?
Send us your order number, the email address used to place the order, and the reason for your return.
Start a Return Request →When will I receive my refund?
Approved refunds are issued to the original payment method after the returned item has been inspected. Processing times may vary depending on the payment provider.
PRODUCT SUPPORT
LIFETIME WARRANTY
What is the NOVALISA Lifetime Warranty?
The NOVALISA Lifetime Warranty is a support pathway for product issues. Each request is reviewed based on the product issue, order details, and the information provided.
What types of issues may qualify for warranty support?
Eligibility depends on the nature of the product issue and the related order details. Our team reviews each request individually and will explain the available next steps.
How do I request warranty support?
Please contact NOVALISA with your order number and clear photos or details of the issue so our team can review your request.
Contact Us →CARE & MATERIALS
JEWELRY CARE
What materials does NOVALISA use?
Our current collection is crafted in sterling silver and sterling silver finished with 18K gold plating. Stones and other design details vary by piece, so please check the individual product page for product-specific information.
How should I care for my jewelry?
Store each piece separately in a dry place and wipe it gently with a soft, dry cloth after wear. Avoid abrasive cleaners and protect delicate surfaces from scratches.
Can I wear my jewelry in water?
We recommend removing your jewelry before bathing, swimming or exercising. Avoid prolonged contact with water, perfume, cosmetics, lotions and household cleaners.
Where can I find more jewelry care information?
Our current care guidance is available in this Help Center. For help with a specific piece, please contact our team.
Contact Us →CHECKOUT & PROFILE
PAYMENTS & ACCOUNT
What payment methods do you accept?
NOVALISA accepts major credit and debit cards through WooPayments. Apple Pay, Google Pay, Klarna and Clearpay are also enabled, but the methods shown at checkout depend on your device, location, order and payment eligibility.
Do I need an account to place an order?
No. Guest checkout is currently available, so you can place an order without creating an account.
Where can I view my orders?
Sign in to My Account to view your available order history and manage your account details.
Go to My Account →Can I save a payment method?
Yes. Signed-in customers can save eligible cards through WooPayments for future checkout. Card details are stored securely by the payment platform, not by NOVALISA.
PRODUCT SUPPORT
LIFETIME WARRANTY
Need help with a product issue? Our team can review your order and assist with eligible warranty concerns.
CONTACT US →What should I include with my request?
Please include your order number and clear photos or details of the product issue.
How are warranty requests reviewed?
Requests are reviewed individually based on the product issue, order details and the information provided.
Where do I request warranty support?
Use our Contact Us page and our team will review your request.
Contact Us →Still need help?
Our team is here to help with questions about your order or jewelry.