Sofa Tray with Foldable Legs

At Novva Living, we are committed to getting your order to you as quickly and safely as possible. All shipments are fully tracked and insured, and a tracking number is provided for every order.

1. Estimated Delivery Times

Transit times are from dispatch date and may vary due to customs, carrier capacity, or public holidays.

Destination

Estimated Transit

🇦🇱 Albania

11–21 business days

🇦🇷 Argentina

21–41 business days

🇦🇲 Armenia

11–21 business days

🇦🇺 Australia

8–15 business days

🇦🇹 Austria

9–21 business days

🇧🇸 Bahamas

21–41 business days

🇧🇧 Barbados

21–41 business days

🇧🇪 Belgium

9–17 business days

🇧🇦 Bosnia

16–26 business days

🇧🇷 Brazil

21–26 business days

🇨🇦 Canada

9–16 business days

🇨🇱 Chile

9–17 business days

🇨🇿 Czech Republic

11–21 business days

🇩🇰 Denmark

9–21 business days

🇪🇪 Estonia

11–21 business days

🇫🇮 Finland

11–21 business days

🇫🇷 France

11–21 business days

🇩🇪 Germany

9–16 business days

🇬🇷 Greece

9–17 business days

🇭🇺 Hungary

11–21 business days

🇮🇪 Ireland

10–19 business days

🇮🇹 Italy

8–17 business days

🇯🇵 Japan

21–41 business days

🇰🇿 Kazakhstan

11–21 business days

🇱🇺 Luxembourg

8–21 business days

🇲🇾 Malaysia

11–20 business days

🇳🇱 Netherlands

7–13 business days

🇳🇿 New Zealand

9–16 business days

🇳🇬 Nigeria

11–21 business days

🇳🇴 Norway

9–18 business days

🇵🇱 Poland

10–19 business days

🇵🇹 Portugal

11–21 business days

🇷🇴 Romania

9–17 business days

🇷🇸 Serbia

11–26 business days

🇸🇬 Singapore

11–20 business days

🇿🇦 South Africa

21–31 business days

🇪🇸 Spain

11–20 business days

🇱🇰 Sri Lanka

11–20 business days

🇸🇪 Sweden

8–16 business days

🇨🇭 Switzerland

9–21 business days

🇺🇦 Ukraine

11–26 business days

🇬🇧 United Kingdom

9–16 business days

🇺🇸 United States

9–16 business days

These are estimates only and are not guaranteed delivery dates. Actual delivery times may vary due to product availability, customs clearance, local courier capacity, public holidays, or other factors outside our control.

2. Countries We Ship To

We currently ship to 43 countries worldwide: Albania, Argentina, Armenia, Australia, Austria, Bahamas, Barbados, Belgium, Bosnia, Brazil, Canada, Chile, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Kazakhstan, Luxembourg, Malaysia, Netherlands, New Zealand, Nigeria, Norway, Poland, Portugal, Romania, Serbia, Singapore, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Ukraine, United Kingdom, and United States.

3. Customs & Import Duties

Your order may be subject to customs clearance procedures upon arrival in your country. Any customs duties, taxes, or import fees levied by your country's authorities are the responsibility of the recipient.

We recommend checking with your local customs office if you have any queries prior to placing your order.

4. Delivery Information

All shipments are fully tracked and insured. Parcels are delivered by your local postal service. Please refer to our Track Your Order page to find out which carrier will deliver your parcel. Most deliveries arrive with your regular mail.

If you are unavailable at the time of delivery, the carrier may leave a notification card advising how and where to collect your parcel.

Please ensure all delivery details provided at checkout are accurate and complete. Incorrect or missing information may cause delays to your order.

5. Lost or Delayed Parcels

If your parcel has not arrived within the estimated delivery timeframe, please do not worry — delays can occasionally occur due to customs processing or local postal operations. Please contact us via live chat or email at hello@novvaliving.com and we will respond as soon as possible to resolve the matter.

6. Tracking Your Order

Once your order has been dispatched, you will receive an email containing your tracking link. Simply click the link to view the current status and location of your parcel.

Please allow 24–48 hours after receiving your tracking number for tracking events to appear in the system.

If your tracking status has not updated after this period, your parcel may be experiencing a delay due to adverse weather, customs processing, or carrier backlogs. We monitor all shipments and will do our best to keep you informed.

Question

Answer

Who will deliver my parcel?

All parcels are delivered by your local postal service. Please visit our Track Your Order page to find out which carrier will deliver your parcel.

My parcel hasn't arrived — what should I do?

Please contact us via live chat or email at hello@novvaliving.com and we will reply as soon as possible to help resolve the issue.

7. Contact Us

For any shipping or delivery enquiries, please get in touch:

Channel

Details

Email

hello@novvaliving.com

Live Chat

Available on our website

We aim to respond to all enquiries within 1–2 business days.

Contact - Novva Living - Checkout

Overview

At Novva Living, your satisfaction is our priority. Please read our return and refund policy carefully before making a purchase.

1. Eligibility for Returns

We offer refunds or reshipments for damaged, defective, or incorrect products received. Claims must be submitted within 7 days of delivery with supporting evidence. For all other returns, please contact us within 30 days of delivery.

To be eligible for a return, items must meet all of the following conditions:

Condition

Unused and in the same condition as received

In the original, undamaged packaging

Accompanied by valid proof of purchase

Items that do not meet these criteria may not be accepted for return.

2. How to Initiate a Return or Claim

Please contact us before sending anything back:

Channel

Details

Email

hello@novvaliving.com

Live Chat

Available on our website

Once your request has been reviewed and approved, we will provide full instructions. Please do not send items back without prior authorisation — unauthorised returns may not be accepted.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with the following:

Required Evidence

Clear photos or videos of the damaged, defective, or incorrect product

A photo of the shipping label (for wrong item claims)

We will issue a partial or full refund, or arrange a free reship, based on the situation. You do not need to return the item in these cases.

4. Lost or Delayed Packages

If your package tracking shows no update for more than 45 days, we will file a claim with the carrier and issue a full refund. If your tracking number is invalid, please contact us immediately so we can investigate.

5. Packages Marked as Delivered

If your tracking shows delivered but you have not received your package, please follow these steps:

Step

Action

Check first

Check around your property — letterbox, porch, side gate, with a neighbour, or in a safe place noted by the carrier. Also check for a delivery card or courier notification.

Wait 2 business days

If still not received after 2 full business days from the marked delivery date, contact us with your order number.

Address accuracy

Ensure your delivery address was entered correctly at checkout. We cannot accept responsibility for packages delivered to an incorrect address provided by the customer.

Carrier investigation

Once we open a carrier investigation, resolution typically takes 5–10 business days. If the carrier confirms non-delivery, we will reship or issue a full refund.

6. Non-Returnable Items

The following items are not eligible for return under any circumstances:

Item Type

Perishable goods

Personal care and hygiene items (for health and safety reasons)

Custom or personalised products

Hazardous materials

Sale items (where clearly stated at the time of purchase)

Gift cards

Downloadable software or digital products (once accessed or downloaded)

Items returned without prior authorisation

If you are unsure whether your item qualifies for a return, please contact us at hello@novvaliving.com before making a purchase.

7. Exchanges

We do not offer direct exchanges. If you received a damaged, defective, or incorrect item, we will reship the correct product at no cost to you. For all other situations, we recommend placing a new order for the item you want.

Scenario

Outcome

Damaged, defective, or wrong item

Eligible for free reship of the correct product. Contact us within 7 days with supporting photos.

Change of mind / wrong size selected

Not eligible for exchange. Please review product details carefully before purchasing.

8. Refund Approval Process

Step

Details

Step 1 — Submit your claim

Contact us via email at hello@novvaliving.com or Live Chat with your order number, a description of the issue, and supporting photos or videos.

Step 2 — Review

Our team will review your claim within 1–2 business days. We may request additional information to complete the assessment.

Step 3 — Approval

Once approved, you will receive a confirmation email. Refunds are issued to your original payment method within 10 business days of approval.

Step 4 — Refund timeline

Refunds typically appear within 3–5 business days after processing. If not received within 15 business days of approval, contact us immediately.

9. Order Cancellations

Orders can only be cancelled before they are dispatched. Once an order has been fulfilled and handed to the carrier, it cannot be cancelled.

Scenario

Policy

Before dispatch

Contact us immediately at hello@novvaliving.com or via Live Chat. If not yet dispatched, we will cancel and issue a full refund to your original payment method.

After dispatch

We are unable to cancel your order. Please wait for delivery and contact us if there is an issue upon arrival.

How to request

Email hello@novvaliving.com with your order number and the subject line "Order Cancellation Request". Processed during business hours, Monday to Friday.

Refund timeline

Approved cancellation refunds are returned to your original payment method within 10 business days.

10. Special Circumstances

Circumstance

Policy

Wrong address or unclaimed packages

If an incorrect address was provided at checkout, we are unable to accept a refund or reship request.

Change of mind

We are generally unable to accept returns for unwanted items. In rare cases where a return is accepted, return shipping costs are the responsibility of the customer and any refund will be based on the manufacturer's accepted price.

11. Chargebacks & Payment Disputes

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or payment provider. In most cases, we can resolve the issue faster and more effectively than a formal dispute process.

Scenario

Policy

Contact us first

Before raising a dispute, reach out at hello@novvaliving.com or via Live Chat. We aim to respond within 1–2 business days.

Legitimate disputes

If you believe a charge was made in error — such as an unauthorised transaction — please contact your bank immediately. We will cooperate fully with any investigation.

Fraudulent chargebacks

Filing a chargeback for an order that was delivered as described, or where a refund was already issued, constitutes fraud. We retain all records and will submit evidence to dispute unwarranted claims.

What we retain

For every order we retain: order confirmation, payment records, shipping and tracking details, delivery confirmation, and all customer communications.

12. Contact Us

For all returns, refund, or warranty enquiries:

Channel

Details

Email

hello@novvaliving.com

Live Chat

Available on our website

We aim to respond to all enquiries within 1–2 business days.

Contact - Novva Living - Checkout