FAQ
General
How long will shipping take?
Approximate delivery times according to the Royal Mail website are:
2nd Class delivery aim: two to three working days including Saturdays
Tracked48 delivery aim: within 2 days
Please note that "working days" do not include weekends or holidays. These times do NOT include our processing times. These are approx. from the date your dispatch email is sent.
We are currently UK-only shipping, however this may change in the future!
What is the shipping cost?
Shipping depends on the weight and size of your order. You can check the shipping cost when checking out before completing the order.
When will my order ship?
Current processing times for all orders: 1-2 weeks. When these change, the banner along the top of our home page will be updated to reflect this.
What should I do if I think my order is lost?
Unfortunately, if your order has been sent with standard shipping (without tracking), and you believe it to be lost, there is limited things we can do to recover the missing item. We will of course do everything in our power to solve the issue! If your item has not arrived to you after the following time, please get in touch:
UK orders: please contact me if your order has not arrived 2 weeks after the expected delivery date. (this is the processing times + estimated delivery times + the additional 2 weeks).
IMPORTANT: We are unable to make a lost items claim with Royal Mail until the weeks stated above and so there would be nothing we could do until then. You can get in touch before these dates if you would like to, however we cannot claim your items as lost until the above times have passed, so it will unfortunately be a case of waiting it out.
What should I do if my order has turned up damaged?
Unfortunately there are a few different reasons this could happen. All items are dropped at the post office. If they have been damaged on their way to you, please do get in touch with photos of the damaged items as well as the packaging. We will do what we can to help sort the issue, and if needed, will get in touch with Royal Mail from our end, and photos will speed up this process and be more likely to get a positive outcome from them.
Is there a tracking number for my order?
Tracking your order is an optional add-on you can choose at checkout. If you choose standard shipping your order will not come with any tracking information, and once the order has been taken to the post office there is no way of finding out where your order is.
If you choose a tracking option, your tracking number will be sent to you when you receive the dispatch notification.
Do you accept cancellations, returns or exchanges on my order?
We will accept cancellations of any orders placed, so long as it is within 24 hours, has not already been labelled ready to be shipped out, and is NOT a personalised order.
Once these 24 hours have passed, the order cannot be cancelled. Once we begin creating your items, we can no longer accept cancellations.
We do not accept returns or exchanges on our items. If you have any issues with your items of any kind please contact me.
Can I combine multiple orders?
If you have placed multiple orders and would like to see if combining them together is an option, please get in touch with us with your name and both order numbers as soon as you can as there is always a chance that your order has already been packaged and shipping has been paid for.
For protection purposes, we will not combine multiple orders without a written request from yourself. If you do decide you would like to combine orders, we will refund any excess shipping costs as we fulfill your orders.
Can I leave a review for my order?
YES! We are so appreciative of anyone that would like to leave us a review. We have a Review Page where you can simply type your review, and share to the site! It is completely up to you how much detail you would like to go into!
What are the policies on using discount codes?
Any discount codes available for you to use will have all terms of use added with them. They must be applied at the checkout and cannot be added to your order once it has been placed.
How often do you have new items listed?
From February 2025, we will have a BRAND NEW collection releasing on the 16th of EVERY month.
We also have our monthly subscriptions which also features brand new products.
How do I earn loyalty points?
You should find a 'rewards' tab near the bottom of your screen, where you can sign up to earn points.
You will recieve 5 points for every £1 spent, which can then be used as store credit on future orders.
Subscriptions
What is included in the sticker subscription?
Every month, you will receive:
7x large sticker sheets, 5x mini sticker sheets, 4x sticker packs
Designed using our exclusive, hand drawn artwork created specifically for the month!
Wrapped in personalised packaging, our sticker subscriptions are then shipped out in our bubble mailers with our subscription-exclusive stickers - so that you know exactly what's arrived at your door!
To visualise the amount included, you can swipe through the listing photos of our subscription listing.
Sticker subscriptions include £30 worth of items for just £10 when subscribing - or you can purchase a one-off box for £15.
We share our full reveals every month over on our social media pages (also saved to our Instagram highlights) so you can find past subscriptions there, to get an idea of the style and items included.
What is included in the stationery subscription?
Every month, you will receive:
1x Scrapbook Paper Pad, 1x A5 notepad, 1x Washi Tape, 1x A6 Greeting Card and 1x Mystery Product
Designed using our exclusive, hand drawn artwork created specifically for the month! Wrapped in tissue paper, sticker subscriptions are then shipped out in our small parcel boxes with a personalised inside cover, sealed with our water activated tape and packaged with our subscription-exclusive stickers - so that you know exactly what's arrived at your door!
Stationery subscriptions include £30 worth of items for just £15 when subscribing - or you can purchase a one-off box for £20.
To visualise the amount included, you can swipe through the photos of our subscription listings.
We share our full reveals every month over on our social media pages (also saved to our Instagram highlights) so you can find past subscriptions there, to get an idea of the style and items included.
What is included in the deluxe subscription?
All of the above!
Every month, you will receive:
7x large sticker sheets, 5x mini sticker sheets, 4x sticker packs
1x Scrapbook Paper Pad, 1x A5 notepad, 1x Washi Tape, 1x A6 Greeting Card and 1x Mystery Product
Designed using our exclusive, hand drawn artwork created specifically for the month!
Your sticker items will be wrapped in our custom personalised packaging, and placed into our small parcel boxes along with all other items. By purchasing the deluxe (rather than both tiers individually), you'll save on shipping costs and deliveries!
All items are wrapped in tissue paper, with a personalised inside cover, sealed with our water activated tape and packaged with our subscription-exclusive stickers - so that you know exactly what's arrived at your door!
Deluxe subscriptions include £60 worth of items for just £25 when subscribing - or you can purchase a one-off box for £35.
To visualise the amount included, you can swipe through the photos of our subscription listings.
We share our full reveals every month over on our social media pages (also saved to our Instagram highlights) so you can find past subscriptions there, to get an idea of the style and items included.
What are the benefits of the deluxe subscription?
If you're interested in joining both the sticker and stationery subscription tiers, then the deluxe is perfect for you!
You'll receive everything included in both tiers, and save on the shipping costs, rather than purchasing both individually!
When can I join the subscription?
Slots are open to join from the 1st - 15th of every month. Subscriptions are currently unlimited, however this may change in the future.
When do the sticker subscriptions ship out?
All subscriptions are shipped between 16th - 20th of each month.
We always update our social media when we've done our monthly subscription post office run, and you'll also recieve your shipping notifications and tracking number (if you've chosen this option at checkout) at this point.
You are always welcome to pop us an email at shopnovabelle@gmail.com if you are unsure on anything.
Please refer back to our previous FAQs if you're after details regarding shipping times.
Can subscriptions be returned or refunded?
Subscription purchases are final, and we do not issue refunds on these or accept returns.
Subscription minimum terms?
By subscribing, you must remain subscribed for a minimum of 3 months (for example, if you sign up in January, you must also stay subscribed for February and March too) after this, you can cancel at anytime via your account.
The 3 month minimum term is stated multiple times during the subscription process - in the listing description, as you click to sign up, and mentioned in our cancellation policy at checkout.
We do have our one-off option for all subscription tiers if you want to test them out before committing to the subscription, or would prefer to pick and choose which ones you receive, however joining our subscription will always work out the best rate!
What is the subscription cancelation process?
Once your 3 month minimum term has ended, you can cancel your subscription through your account at any time, or pop us an email shopnovabelle@gmail.com and we can cancel your subscription for you.
Important: If you cancel AFTER your payment for the month has gone through, you will still receive that months items due to our “no refunds” policy with subscriptions, but you will not receive any future packages unless you resubscribe.
How do I make changes to my current subscription?
Any changes can be made by going to your account and editing your details. If you need any help with this, please get in touch via email shopnovabelle@gmail.com and i'll be happy to assist!
When will I be charged?
You will be charged initially as you sign up, and your payments will be taken on 1st of every month going forwards.
What is the Novabelle Community?
By joining any of our subscriptions, you're a part of the Novabelle Community!
On the exclusive, subscribers-only Instagram page, we will be sharing any and all Novabelle details there first!
From new product reveals, behind the scenes processes, studio vlog content, getting your thoughts on future themes, your requests being the top of the list - think of it like our own little Novabelle community!
Just go to @novabellecommunity, request to follow & drop us a message with the name you're subscribed under, so we can accept you over there!
Do I have to purchase every month?
If you signed up to the 'subscribe and save' options, subscriptions are on an automatic monthly basis, so once you have joined you do not have to do anything the following months. You will automatically be charged and your packages will be shipped out to you!
If you purchased the one-off package and would like future ones, you would need to purchase as and when you want them, or join our community and subscribe!