Frequently Asked Questions

Choose the product and any available options, add it to your cart and continue to our secure checkout. Enter your delivery and payment details, review your order carefully and select Pay now to complete your purchase.

Once your order has been placed successfully, you will see an order confirmation page and receive a confirmation email at the address used during checkout. Please also check your spam or junk folder. If no confirmation arrives, contact us before placing the order again.

Please email support@novelleliving.com as soon as possible with your order number and requested change. We will always try to help, but once an order has entered processing or has shipped, changes and cancellations can no longer be guaranteed.

Contact us immediately with your order number and the complete correct address. If the parcel has not yet been processed, we may be able to update it. Once shipped, we cannot guarantee that the carrier can redirect it, so please check all address details before completing checkout.

We accept the secure payment methods displayed at checkout. Available options can vary by device and location. Your order will only be confirmed once the payment has been authorized successfully.

Yes. Payments are processed through secure, encrypted payment providers. Novelle Living does not receive or store your full card details.

Enter your code in the discount field at checkout and select Apply before paying. Only one discount code can normally be used per order unless stated otherwise. Codes cannot be added after an order has been completed.

Check that the code has been entered exactly as provided, is still valid and applies to the products in your cart. Some offers have a minimum spend or cannot be combined with another promotion. If it should apply but does not, contact us before completing payment.

We currently ship throughout the United States. Enter your ZIP Code at checkout to confirm shipping availability for your address.

We offer free tracked standard shipping on all US orders. Any alternative or upgraded shipping option, when available, will be clearly shown at checkout before payment.

Orders are usually processed within 1–3 business days. After shipment, delivery typically takes 6–10 business days. This means most orders arrive within approximately 7–13 business days in total. During busy periods, holidays or severe weather, delivery can take slightly longer.

As soon as your order has shipped, we will email you a tracking link. It can take up to 72 hours for the first tracking update to appear after the carrier receives your package.

Tracking may pause while a parcel moves between sorting facilities, even though it is still in transit. Please allow 2–3 business days for a new scan. If there has been no update for longer than this, email us with your order number so we can investigate.

We may send items separately when they are stored in different locations or require different packaging. If this happens, you may receive more than one tracking link. You will never be charged extra delivery costs for a split shipment.

First check the latest tracking information and allow for weekends or holidays. If your package has passed the estimated delivery window, contact support@novelleliving.com with your order number. We will check the shipment and help you with the next steps.

Please check around your property, porch, designated safe delivery areas, and with neighbors or other household members. If the package is still missing after 5 business days, contact us with your order number so we can help investigate the issue.

Contact us immediately. If the order has not been processed, we will try to correct it. To the extent permitted by applicable law, Novelle Living is not responsible for failed delivery caused solely by an incomplete or incorrect shipping address supplied at checkout, and additional reshipping costs may apply if a package is returned.

You may request a return within 30 days of receiving your order. Items must be unused, undamaged and returned in their original condition with all original packaging, accessories and labels. Please contact us for approval and return instructions before sending anything back.

Email support@novelleliving.com with your order number, the item you wish to return and the reason for the return. If there is a fault or damage, include clear photographs or a short video. Our team will review your request and send the correct return instructions.

For a change-of-mind return, the customer is responsible for return shipping unless we state otherwise. If you received an incorrect, damaged or confirmed defective item, we will provide an appropriate solution and cover reasonable return costs when a return is required.

The quickest way to receive a different item or variation is usually to return the original item after approval and place a new order. Contact our team first and we will advise you based on availability.

Once your return has arrived and passed inspection, we will confirm the outcome by email. Approved refunds are issued to the original payment method. We aim to process approved refunds within 7 business days after the returned product has been received and approved. Your bank or card provider may need additional processing time before the funds appear.

No. Please request return approval first. Packages sent to an unauthorized address or without the required order details may be delayed, refused or impossible to identify.

Used, installed, damaged or incomplete products cannot normally be returned for a change of mind. Personalized, made-to-order, hygiene-sensitive and final-sale items may also be excluded where permitted by law. Any product-specific exclusion will be shown on the product page.

Please contact us within 48 hours of delivery with your order number and clear photos of the item, packaging and shipping label. Keep all packaging while we review the issue. We will arrange the most appropriate solution, such as replacement parts, a replacement product or a refund.

Available dimensions, materials, finishes and other specifications are listed on each product page. Please check measurements carefully before ordering and allow for small tolerances where products are handmade or measured manually.

We aim to show every product as accurately as possible. Colors can appear slightly different depending on screen settings, room lighting and surrounding colors. Natural materials may also have subtle variations in grain, texture and tone, making each piece unique.

A bulb is included only when this is clearly stated on the product page. Where a bulb is not included, the required fitting, wattage and other available specifications will be shown so you can choose a compatible bulb.

A light is dimmable only when this is stated in its product specifications. Dimming may also require a compatible dimmable bulb, driver and wall switch. If you are unsure, contact us with the product name before ordering.

Only use a product outdoors, in a bathroom or in another moisture-prone area when the product page specifically confirms that it is suitable and gives the appropriate IP rating. Products without this information should be treated as indoor, dry-area products.

Some items may require simple assembly or professional installation. This will normally be stated on the product page or in the included instructions. Always follow the supplied guidance and keep all parts away from children during assembly.

Hardwired electrical products should always be installed, checked and maintained by a qualified electrician in accordance with the supplied instructions and applicable local regulations. Switch off the electricity supply before any installation or maintenance work.

Follow any product-specific care instructions first. As a general rule, switch electrical products off and allow them to cool before cleaning. Use a soft, dry or slightly damp cloth and avoid abrasive cleaners, harsh chemicals and excess moisture. Never immerse electrical components in water.

Popular pieces can sell out quickly. If a product returns, its page will be updated with current availability. You can also contact our support team with the product name and we will let you know whether we expect it to return.

Any product-specific manufacturer warranty will be stated on the relevant product page or documentation. This does not limit any rights you may have under applicable law. If you believe a product has developed a defect, contact us with your order number, photographs and a description of the issue.

Email us at support@novelleliving.com. To help us respond quickly, include your full name, order number and a clear description of your question.

Our support hours are Monday–Friday, 9:00 AM–5:00 PM CET/CEST and Saturday–Sunday, 9:00 AM–1:00 PM CET/CEST. You can email us at any time, and our team will reply as soon as possible during support hours.

We aim to reply within 24 hours on business days. During launches, sales, and holidays, responses may take a little longer. Sending multiple emails about the same request can move the conversation out of order, so one clear message is best.

Please include your order number, the email address used at checkout and a short explanation of what you need. For damage, faults or incorrect items, attach clear photographs of the product, packaging and shipping label.

Brand Name: Novelle Living
Legal Company: Outlight Systems
Registered Office: Hendrik Soeteboomstraat 4, 1035 NX Amsterdam, The Netherlands
Phone: +31 6 51691724
Email: support@novelleliving.com