FAQ

Orders and delivery

How much is delivery?

UK delivery is free on orders of £10 or more. Orders under £10 cost £3.49 for standard delivery.

How long will my order take?

Most orders are dispatched the same or next working day from our UK fulfilment centres and arrive within 1–3 working days of dispatch.

Who delivers my order?

Orders are packed and sent for us by Amazon from UK warehouses, and may be delivered by Amazon Logistics, Royal Mail, DPD, Evri or another carrier. Your parcel may arrive in plain packaging.

How do I track my order?

We email you when your order is dispatched, with tracking details where available. You can also see your orders in My Account.

Do you deliver outside the UK?

Not at the moment — we deliver to UK addresses only.

Can I change or cancel my order?

Email nova9uk@gmail.com as soon as possible. Orders are dispatched quickly, so if it has already been sent you can return it under our 30-day returns policy.

Returns and refunds

What is your returns policy?

You have 30 days from delivery to return unwanted items in their original condition. Sealed hygiene items (such as toothbrush heads, cosmetics and skincare) must be unopened. You pay return postage unless the item is faulty or incorrect.

When will I get my refund?

Within 14 days of us receiving your return, to your original payment method.

My item is faulty or damaged — what do I do?

Email nova9uk@gmail.com with your order number and a photo. We will send a replacement or refund and cover the return cost.

Payments

Which payment methods do you accept?

Debit and credit cards, Google Pay and Apple Pay where available (via Stripe), PayPal and Klarna.

Is checkout secure?

Yes. Our site uses SSL encryption and payments are processed by Stripe, PayPal and Klarna. We never see or store your full card details.

Do you charge VAT?

NOVA9 LTD is not VAT registered, so no VAT is added to our prices. The price you see is the price you pay, plus delivery if applicable.

Products

Are your products the same as on Amazon?

Yes — they are the same Nova9 products we sell on Amazon UK, shipped from the same UK fulfilment centres.

Are your skincare and hair products suitable for sensitive skin?

Always read the label and patch test 24 hours before first use. Stop using any product that causes irritation. Our cosmetic products are not medicines.

An item is out of stock or coming soon — when will it be back?

We restock regularly. Email nova9uk@gmail.com and we will let you know when it is expected.

Still need help? Contact us.