FAQ – Frequently Asked Questions

Frequently Asked Questions

🚚 Shipping & Delivery

Do you offer free delivery? Yes! We offer free delivery on all UK orders. For European orders, delivery is free on orders over €150. International orders (USA, Australia, Canada, etc.) are charged at €49.95.

How long does delivery take?

🇬🇧 United Kingdom: 2–7 business days
🇪🇺 Europe (NL/BE/LU): 1–2 business days
🇪🇺 Europe (DE/AT/PL and more): 2–4 business days
🇪🇺 Europe (FR/ES/IT/PT/IE/GR/HR): 3–5 business days
🇨🇭 Switzerland: 5–10 business days
🌍 International: 7–21 business days

When will my order be dispatched? Orders placed before 12:00 PM are dispatched the next business day. We do not dispatch on weekends or public holidays.

Will I receive tracking information? Yes. Once your order is dispatched, you will receive a confirmation email with a tracking link.

Can you deliver to a PO Box? Unfortunately, we are unable to deliver to PO Box addresses.

My order hasn't arrived — what should I do? If your order hasn't arrived within the maximum estimated delivery window, please contact us at support@novapulseplus.com. Please note that lost parcel claims can only be processed after 14 business days from the dispatch date.

Will my order arrive in one parcel? Not always. We work with multiple suppliers, so items from the same order may arrive in separate parcels at different times.

Are there customs charges for international orders? International orders may be subject to customs duties and import taxes upon arrival. These charges are the responsibility of the buyer. NovaPulse is not responsible for delays caused by customs processing.

🔄 Returns & Refunds

What is your return policy? We offer a 30-day return policy from the date of delivery. Items must be unused, in original condition, and in original packaging.

How do I return an item? Email us at support@novapulseplus.com with your order number and reason for return. We will respond within 2 business days with instructions.

Who pays for return shipping? Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged in transit, or incorrect — in those cases we cover the cost.

When will I receive my refund? Once we receive and inspect the returned item, refunds are processed within 14 days to your original payment method.

My item arrived damaged — what do I do? Contact us immediately at support@novapulseplus.com with your order number, a description of the damage, and photos. We will arrange a replacement or full refund at no cost to you.

Can I cancel my order? Yes, if your order has not yet been dispatched. Email us as soon as possible at support@novapulseplus.com. Once dispatched, the standard return process applies.

📦 Orders & Products

How do I place an order? Simply browse our store, add items to your cart, and proceed to checkout. You will receive a confirmation email once your order is placed.

Can I change or amend my order after placing it? We process orders quickly, so changes may not always be possible. Contact us at support@novapulseplus.com as soon as possible and we will do our best to help.

Are your products in stock? We aim to keep all listed products in stock. If an item becomes unavailable after your order is placed, we will contact you to offer an alternative or full refund.

Are product colours accurate? We do our best to display colours accurately, but slight variations may occur due to screen settings and monitor calibration.

💳 Payments

What payment methods do you accept? We accept all major credit and debit cards, as well as other payment methods displayed at checkout, processed securely via Shopify Payments.

Is it safe to pay on your website? Yes. Our store uses SSL encryption and payments are handled securely by Shopify Payments. We never store your card details.

Do your prices include VAT? Prices displayed include VAT where applicable.