Items purchased from Novel Red are non-returnable and non-refundable due to the personal nature of the product and because each item is custom made to order. Due to the order fulfillment and shipping process an orders cannot be cancelled or edited once placed so please be sure your order is correct prior to completing the checkout process.
*There will be a 10% restocking fee for any exception made to our order cancellation policy. This fee will be calculated from the total amount of the order and deducted from any refund amount due. Cancellations are not accepted for sale or discount reasons.
Sale items and special sales event discount items etc. (if/when applicable):
Sale and special discount/sales event items are considered final sale. They may not be cancelled, returned, refunded or exchanged. No alterations or special requests are available for free items or giveaway items.
Exchanges or Replacement (if applicable)
We only replace new unwashed and unused items and only if they are defective due to faulty workmanship or a flaw in the physical item created during manufacturing that renders it unusable or non-functioning. If there is a quality issue with one of your items please send us an email at firstname.lastname@example.org promptly with photo documentation and a description of the quality issue.
Damage caused by faulty care and wash routines and products or misuse of the item does not warrant product replacement. If an exchange or replacement is granted it is not guaranteed to be replaced with the same print or fabric as each item is unique and available items, fabrics and prints change frequently. If a suitable exchange or replacement item is unavailable we may choose to issue you a store credit in the amount of your item's purchase price at our discretion.
You will be responsible for paying for your own shipping costs for returning your item in the event that an exchange or replacement is approved. PLEASE DO NOT send an item back to us without exchange approval and without contacting us first at email@example.com.
Shipping costs are non-refundable. If you receive a store credit or exchange/replacement for an item, the cost of any shipping fees incurred by Novel Red including original item and return shipping whenever applicable will be deducted from your credit.
If an order is returned to us with postage due or due to non-delivery caused by faulty destination address or any other reason, you will be responsible for the cost of the postage due as well as the original and secondary shipping charges to re-send your package.
Depending on where you live, the time it may take for your exchanged/replaced product to reach you, will vary.
If you are shipping an item back to us after contacting us and receiving authorization for an exchange/replacement item, we strongly recommend using a trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Items lost in the mail and not trackable or insured will not be granted exchange or replacement regardless of the reason.
Our shipping service includes general tracking via USPS and a tracking number is provided with all orders. Tracking data availability and timing varies and is not monitored by Novel Red nor is inadequate tracking information from USPS grounds for refund or exchange/replacement as we have no control over their tracking system or the package once it is shipped. Please contact the USPS with your tracking number in regard to questions or additional info on updates or status on your order once it is shipped.
Novel Red is not responsible for any damage caused during shipment or once your order has been shipped out. We strongly recommend you purchase insurance to safeguard your order especially for orders of a large dollar amount as items damaged or missing due to shipping transit or USPS problems will not be eligible for return, exchange or replacement. You may contact us prior to ordering at firstname.lastname@example.org in order to purchase shipping insurance. Once an order is placed insurance cannot be added so please contact us prior to placing your order.
Separate orders are not combined and no refunds on postage will be given for placing multiple orders with the exception of domestic orders placed on the same calendar day CST U.S. as outlined in our shipping policies.
If your order contains a gift please be sure to order in advance as refunds will not be issued due to late delivery. Once an order is shipped the transit time varies and is not the responsibility of Novel Red.
Please contact us at email@example.com with concerns about your order if you need assistance.