FREQUENTLY ASKED QUESTIONS

SHIPPING & DELIVERY

How long will it take to get my order?

Shipping times vary by country, but most orders arrive within 5-10 business days.

To view shipping information and pricing by country, please visit our Shipping Page here.

How much does shipping cost?

To view shipping information and pricing, please visit our Shipping Page here.

Will my order be packaged discreetly?

All orders are wrapped and placed in a black satin bag with no logo or brand name for discreet and private delivery.

How can I track my order?

When your order is dispatched, you will receive a shipping confirmation email containing your order details and your tracking information.
You will be able to check the status of your order as it makes its way to you. If you haven't received it, please check your spam folder or contact our support team for assistance.
You can also track your order using our tracking page here.

Can I change or cancel my order?

If you'd like to cancel your order, please reach out to our support team within 15 minutes of placing your order.
We'll always do our best to cancel your order, but please be aware that cancellations are not guaranteed. Our warehouse team dispatch all orders as quickly as possible, so your order may have been processed by the time we receive your request.

I entered the wrong shipping address, what can I do?

If you'd like to change your shipping address, please contact our support team as soon as possible with the below information:
* Order number
* Email address
* Phone number
* New (correct) delivery address
Our team will request this change and will notify you if your shipping address has been successfully updated. We'll always do our best to accommodate your request, but please be aware that changing your shipping address is not always possible.
If we're unable to amend your shipping address, our Client Services team will advise you on who to contact.

An item is missing from my order, what should I do?

To provide fast delivery, your order may have been shipped in multiple packages. Don't worry-your remaining items should arrive soon! You can check the tracking details in your email notifications.
If you don't see another tracking number, reach out to our support team, and we'll be happy to assist.

What if I received a damaged or faulty item?

If you receive a damaged item, please contact our support team as soon as possible. Our team will be happy to resolve this for you.
Please include the below information when contacting our team:
Order number
Clear photograph of the product fault
Description of the issue
We'll send a free replacement or offer a resolution right away.

Order delivered but not received?

If you've received a delivery notification but can't find your order, please follow these steps:
Check all secure locations and safe spaces around your address, as the courier may have placed your parcel there.
Ask your neighbors or anyone who might have accepted the parcel on your behalf.
Reach out to your local courier for more details about the delivery location.
If you still can't locate your parcel, contact our support team for assistance.

RETURNS & EXCHANGES

What is your return policy?

Not satisfied with your purchase? You can return or exchange your items within 30 days.

To check which items can be returned, please visit our Return Policy here .

How do I make a return?

1. Contact our support team to initiate your return.

2. Fill out the return form (provided in our return email).

3. Ship your package using a tracked method to our international warehouse.

4. Send us your tracking details via email.

Once we receive and inspect your return, we'll process your refund or exchange.

Return shipping costs are the responsibility of the customer.

Can I exchange my item?

Yes! We offer free size exchanges.

If the item you originally ordered is out of stock, you can exchange it for a different style available in your size.

Just reach out to our support team, and we'll by happy to assist.

I have returned an item - what happens next?

When your return arrives at our warehouse, your order will be inspected and processed.

You can use your tracking number to verify your return has arrived at the warehouse.

We will inform you by email once the refund has been processed. It may take up to 7 working days for your refund to appear, depending on your bank's processing times.

PRODUCT

How do I know my size?

We know how important it is for lingerie to fit comfortably. Each product page includes a detailed size chart to help you find your ideal size.

If you have a question regarding sizing, our support team will be happy to advise.

What if my lingerie doesn't fit?

No worries! We offer a one-time free size exchange for the correct size within 14 days of receiving your order.

Simply contact us, and we'll assist you in choosing the right size and arranging the exchange.

How should I care for my items?

We recommend hand washing lingerie, but if you choose to machine-wash, a Lingerie Care Bag will keep your items safe inside the washing machine. The Care Bag is designed to protect your delicate pieces from other items in the machine, preventing damage and ensuring freshness for longer.

We always recommend to wash delicate or cotton pieces on a 30°C heat. Our products should never be tumble-dried.

PAYMENTS & GIFT CARDS

What payment methods can I use?

We accept the following payment methods: Visa, MasterCard, American Express, Discover, Paypal, Amazon Pay, and Apple Pay. Your card will be charged immediately after your order is placed. Please note that Google Pay and Apple Pay are only available on mobile checkout.

Why has my order been canceled?

Fraudulent

An order may be marked as fraudulent if incorrect shipping or payment details are provided. To prevent this from happening when you try again, double-check that your card details- including the expiry date, security code, and billing address- are accurate.

How do I purchase a giftcard?

To purchase our e-Gift Card, follow the link here.

Please note: e-Gift Cards are sent via email and are not physically shipped.

After ordering an e-Gift Card, you will receive an initial confirmation email followed by a second email containing your code and instructions for use. You can forward this email to the recipient.

Can I return my giftcard?

e-Gift Cards cannot be refunded for monetary value.

STILL NEED HELP?

Our support team is available 7 days a week. Average answer time: 24 hours

CONTACT

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  • FREE WORLDWIDE SHIPPING

    On orders over $70/£55, shipped the next day.

  • 30 DAY RETURNS

    Return within 30 days to receive a full refund.

  • SECURE PAYMENT

    Pay securely via Creditcard,PayPal,Apple Pay,ShopPay,Google Pay & Amazon Pay.

  • 24/7 SUPPORT

    Contact us anytime support@noveum.nl