Novera – Frequently Asked Questions (FAQ)

1. Orders & Payment

Q1: How do I place an order?
A1: Browse our products, select the items you want, and click “Add to Cart.” When ready, go to checkout, enter your shipping and payment information, and confirm your order.

Q2: What payment methods do you accept?
A2: We accept major credit cards, debit cards, and secure payments via Shopify Payments and Stripe.

Q3: Can I change or cancel my order?
A3: Orders can only be modified or canceled within 1 hour of placing them. Contact our support team immediately at support@novera.com for assistance.

2. Shipping & Delivery

Q4: What are your shipping options?
A4: We offer:

• Novera Standard Delivery – Free, 3–7 business days

• Novera Premium Express – Paid, 1–3 business days

Q5: Do you ship internationally?
A5: Yes, we ship worldwide. Delivery times may vary depending on your location.

Q6: How can I track my order?
A6: You can track your order using your tracking number on our Track Your Order page. All shipments include a tracking number.

Q7: What happens if my package is lost or delayed?
A7: If your package is lost or delayed, please contact us at support@novera.com. We will assist you in contacting the carrier and finding a solution.

3. Returns & Refunds

Q8: Can I return a product?
A8: Yes, items in their original condition can be returned according to our Refund Policy. Contact support for instructions.

Q9: How long does it take to receive a refund?
A9: Refunds are processed within 5–10 business days after we receive the returned item. The refund will be issued to the original payment method.

Q10: Can I exchange an item?
A10: Exchanges are possible if the product is in its original condition. Contact support to arrange an exchange.

4. Products & Inventory

Q11: Are your products genuine and high quality?
A11: Yes, all products are carefully selected to ensure quality and authenticity.

Q12: What if a product is out of stock?
A12: Out-of-stock items will be marked as unavailable. You can join our waitlist for notifications when they are back in stock.

5. Account & Privacy

Q13: Do I need an account to order?
A13: No, you can place an order as a guest. Creating an account allows you to track orders, save addresses, and manage preferences.

Q14: How is my personal information protected?
A14: Your privacy is important to us. We handle your data according to our Privacy Policy, which complies with GDPR and CCPA regulations.

6. Customer Support

Q15: How can I contact Novera support?
A15: You can reach us via email at support@novera.com. Our team is ready to assist with any questions or concerns.

Q16: Do you offer live chat support?
A16: Live chat support may be available during business hours. Check our website for availability.