Shipping policy

Shipping Policy

Last updated: August 29, 2026

This Shipping Policy explains how orders from Novelle Living are processed, shipped, tracked, and delivered. Please read it carefully before placing an order.

Novelle Living is operated by Outlight Systems, registered in the Netherlands. Our full business information is provided at the end of this policy.

1. Where We Ship

We currently ship to the following destination:

United States

If your location is not available at checkout, we are currently unable to ship to that destination.

For questions about shipping availability, please contact us at support@novelleliving.com.

2. Order Processing Time

All orders are generally processed within 1–3 business days after order confirmation, excluding weekends and applicable holidays.

Once your order has been processed and shipped, you will receive a shipping confirmation email with tracking information where available.

During busy periods, holidays, or seasonal peaks, processing may take slightly longer. If there is a significant delay affecting your order, we will contact you by email where reasonably possible.

3. Estimated Delivery Times

After shipment, estimated delivery time is:

United States: 6–10 business days

The total estimated delivery time from order placement is usually 7–13 business days, including order processing and shipping.

Please note that delivery times are estimates and are not guaranteed unless we expressly state otherwise.

Actual delivery times may be affected by:

  • Carrier delays;

  • Customs or import processing;

  • Holidays;

  • Severe weather;

  • High seasonal shipping volume;

  • Transportation disruptions;

  • Incorrect or incomplete shipping addresses;

  • Other circumstances outside our reasonable control.

4. Shipping Costs

We currently offer free tracked standard shipping on all US orders.

Any additional shipping options and applicable costs will be clearly displayed at checkout before you complete your purchase.

5. Tracking Your Order

Once your order has shipped, you will receive a shipping confirmation email with a tracking number and tracking link where available.

You can track your order using:

  • The tracking link in your shipping confirmation email;

  • The Track Your Order page on our Website;

  • The carrier's Website, where applicable.

Tracking updates may take 24–72 hours to appear after shipment, particularly where a package moves between multiple carrier networks.

If your tracking information has not updated after 5 business days, please contact us at support@novelleliving.com with your order number.

6. Customs, Duties, Taxes, and Import Charges

United States

Certain Novelle Living Products may be shipped from fulfillment locations outside the United States.

Depending on factors such as:

  • The Product;

  • Country of origin;

  • Shipment origin;

  • Order value;

  • Product classification;

  • Applicable tariff or customs rules;

a shipment entering the United States may be subject to customs duties, tariffs, import taxes, processing charges, brokerage fees, or carrier handling fees.

Where applicable charges are collected by Novelle Living during checkout, they will be included in or clearly reflected in the total shown before you complete your purchase.

In some circumstances, applicable customs, import, tariff, or carrier charges that are not collected by Novelle Living at checkout may become payable in connection with importation or delivery.

General Customs Notice

We declare shipments in accordance with applicable customs requirements.

We cannot intentionally:

  • Declare commercial orders as gifts;

  • Misrepresent the contents of a shipment;

  • Artificially undervalue Products on customs documents.

If you receive an unexpected request for customs or import payment relating to your Novelle Living order, please contact us before refusing the package so we can review the situation.

7. Delivery Issues

Delayed Orders

If your order has not arrived within the estimated delivery window, please first review the tracking information for the latest update.

If your order has not arrived within 20 business days after shipment, please contact us at support@novelleliving.com.

We will review the available tracking information and, where appropriate, begin an investigation with the carrier or fulfillment partner.

Depending on the outcome, we may arrange a replacement, issue a refund, or provide another appropriate resolution.

Tracking Shows Delivered, but You Have Not Received It

If tracking states that your package was delivered but you cannot locate it, please:

  • Check around your property and any designated safe delivery locations;

  • Ask household members;

  • Check with neighbors;

  • Check with your building's front desk, concierge, reception, or mailroom where applicable;

  • Look for a delivery notice;

  • Contact the carrier using your tracking number.

If the package still cannot be located after 5 business days, contact support@novelleliving.com with your order number and tracking number.

We will help review the available delivery information.

Damaged Orders

If your package or Product arrives damaged, please contact us as soon as reasonably possible at:

support@novelleliving.com

To help us review the issue, please provide:

  • Your order number;

  • A description of the issue;

  • Clear photographs of the damaged Product;

  • Clear photographs of the packaging where relevant.

Reporting visible damage promptly helps us investigate the issue with the carrier or fulfillment partner.

If a Product is confirmed to have arrived damaged, defective, or incorrect, we will provide an appropriate solution in accordance with our Return & Refund Policy and applicable law.

8. Address Accuracy

Please make sure your shipping address is complete, accurate, and up to date before placing your order.

Please verify:

  • Recipient name;

  • Street address;

  • Apartment, suite, or unit number where applicable;

  • City;

  • State;

  • ZIP Code;

  • Phone number where requested;

  • Email address.

We are not responsible for delays or failed deliveries caused solely by incorrect or incomplete shipping information provided by the customer, to the extent permitted by applicable law.

If you notice an address error after placing your order, contact us immediately at:

support@novelleliving.com

We may be able to update the shipping address if the order has not yet entered processing or been shipped.

Once an order has shipped, address changes may no longer be possible.

9. Failed Delivery or Refused Packages

A package may be returned to us or to one of our fulfillment partners if:

  • The shipping address provided was incorrect or incomplete;

  • Delivery was refused;

  • The customer did not collect the package from a pickup location within the carrier's holding period;

  • The carrier was unable to complete delivery after the permitted number of attempts.

Where failed delivery results from incorrect customer-provided information or other circumstances attributable to the customer, reasonable shipping, return, or carrier charges may be deducted from an applicable refund where permitted by law.

This does not apply where failed delivery resulted from an error by Novelle Living, our fulfillment partner, or the carrier.

If you request that an undeliverable order be shipped again, additional shipping costs may apply.

10. Lost Packages

If tracking has not updated for more than 10 business days and the order has not been delivered, the shipment may be considered significantly delayed and we may begin an investigation with the carrier.

If the package is confirmed lost, or if the order remains undelivered 20 business days after shipment without a reasonable resolution, we will offer an appropriate solution such as:

  • A replacement; or

  • A refund.

The appropriate solution may depend on the available tracking information and the circumstances of the shipment.

11. Shipping Origin and Fulfillment

Novelle Living works with a network of suppliers, manufacturers, warehouses, and fulfillment partners.

Orders may therefore be shipped from different fulfillment locations depending on:

  • Product availability;

  • Inventory location;

  • Destination;

  • Logistics;

  • Product type.

Some orders may ship from fulfillment partners located within Europe, while others may ship from international fulfillment locations.

The estimated delivery times provided in this Shipping Policy are intended to account for these fulfillment routes.

Products from the same order may occasionally be shipped separately and arrive in different packages.

In these circumstances, you may receive multiple tracking numbers or shipping notifications.

Our processing cut-off time is Friday at 5:00 PM CET/CEST. Orders placed after this cut-off, on weekends, or on applicable holidays may begin processing on the next business day.

Regardless of the shipping origin, our customer support team remains available to assist you with:

  • Order updates;

  • Tracking questions;

  • Delivery concerns;

  • Returns;

  • Refunds.

12. Changes to Shipping Information

We may update shipping methods, delivery estimates, carriers, fulfillment locations, or shipping availability from time to time.

Any shipping information displayed during checkout for your specific order will apply to that purchase.

Material changes affecting an order that has already been placed will be communicated where reasonably necessary.

13. Contact Us

For shipping-related questions, tracking issues, or delivery concerns, please contact us:

Email:
support@novelleliving.com

Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM CET/CEST
Saturday–Sunday: 9:00 AM–1:00 PM CET/CEST

Average Response Time:
We aim to respond within 24 hours on business days.

For order-related questions, please include your order number so we can assist you as efficiently as possible.

Business Information

Brand Name:
Novelle Living

Legal Company:
Outlight Systems

Registered Office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Chamber of Commerce Number (KvK):
42045311

VAT Number:
NL869455904B01

Phone:
+31 6 51691724

Contact Email:
support@novelleliving.com