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1. How can I place an order?

You can place an order on our website by selecting the
desired product, adding it to your cart, and following the checkout process.

2. What payment methods are accepted?

We accept the following payment methods:


- Klarna Pay Later

- Bancontact

- Belfius

- GiroPay

All payments are securely processed through our secured payment systems. All prices include VAT.

3. How long does it take for my order to be delivered?

We partner with PostNL for deliveries within the Netherlands, which typically take 1-2 days. International deliveries take 3-10 working days, depending on the location.

4. What does the carrier do if the customer is not at home during delivery?

The carrier will first try to deliver the package to the neighbors. If this is not possible, they will attempt to deliver it to the neighbors again within 24 hours. If that also fails, the package will be left at a pickup point.

5. Can I return or exchange my order?

Yes, you can return or exchange your order within 14 days of receipt. Please ensure that the product is unused and in its original packaging. The cost of return shipping is your responsibility.

6. What should I do if my product is defective upon arrival?

If your product is defective upon arrival, please contact us within 48 hours. You can reach us by email at or by phone at (+31) 013 833 00 55. Calling costs are standard according to your phone plan. We will provide instructions for returning the product and arrange for a replacement or refund.

7. Does NOVANL offer a warranty on products?

Yes, all products come with a standard 12-month warranty from the date of purchase. This warranty covers any manufacturing defects or faults. For more details, please visit our Warranty Policy page.

8. How can I contact customer service?

Our customer service can be reached at or by phone at (+31) 013 833 00 55. You can also fill out our contact form on the website, and we will respond as soon as possible.

9. How do I use a promo code?

You can enter your promo code at checkout in the designated field. The discount will automatically be applied to the total amount of your order.

10. How can I track the status of my order?

After placing your order, you will receive a confirmation email with a tracking number. You can use this number to track the shipping status of your order online.

11. Does NOVANL also sell internationally?

Yes, we ship our products internationally. Delivery times for international shipments vary from 3 to 10 working days, depending on the destination.

12. What are the shipping costs?

Standard shipping costs are €4.95. For orders over €20, we
offer free shipping. These costs are automatically calculated during the checkout
process on our website.

13. How can I manage my account?

You can manage your account information by logging into our
website. There you can update your contact details, view your order history, and adjust your preferences.

14. What should I do if I entered the wrong address?

If you have entered an incorrect delivery address, please contact our customer service as soon as possible to change the details. We recommend doing this via our landline at (+31) 013 833 00 55 or by email at Please note that address changes may no longer be possible if the order has already been dispatched.

15. What should I do if I have a complaint?

If you have a complaint about our products or services, please contact us at or by phone at (+31) 013 833 00 55. We take customer satisfaction very seriously and will do our best to address your concerns promptly.

16. How are disputes resolved?

We aim to resolve any disputes in good consultation with our customers. Do you have a complaint about our products or service? Please feel free to contact us via the contact form. We will provide a substantive response within 14 days of receiving your complaint.

If you do not agree with the offered solution or if we cannot resolve the issue together, you can submit your complaint to the Disputes Committee via the European ODR Platform: