Policies

Shipping & Returns

Effective date: June 2026

Shipping Policy

Delivery Areas

  • Novella Home delivers furniture and home pieces nationwide through our network of local partners and delivery providers.

Delivery Fees

  • A delivery fee applies to all orders unless otherwise stated.
  • Delivery fees are calculated based on location and the size of the order.

Deposit

  • A 50% deposit is required before any order can be processed and scheduled for delivery.
  • Orders are only prepared and dispatched once the deposit has been received and confirmed.

Delivery Times

  • Delivery times are estimates and may vary with product availability, supplier schedules, weather and location.
  • Customers will be notified of any significant delays where possible.

Cash on Delivery

  • Cash on Delivery is available only in selected areas approved by Novella Home.
  • Customers must confirm COD availability before placing an order.
  • The remaining balance of the order must be paid in full upon delivery.

Receiving Deliveries

  • Someone must be available at the delivery address to receive the order.
  • Pieces should be inspected on delivery.
  • Any visible damage or missing items must be reported before signing.

Returns Policy

Damaged or Defective Items

  • If a piece arrives damaged or defective, notify Novella Home within 48 hours of delivery.
  • Clear photographs may be required to process a return or replacement.

Incorrect Items

  • If the wrong piece is delivered, Novella Home must be notified within 48 hours.
  • We will arrange collection and replacement at no additional cost.

Return Conditions

  • The piece must be unused and in original condition.
  • All original packaging, accessories and documentation must be included.
  • Proof of purchase must be provided.

Non-Returnable Items

  • Pieces damaged through misuse, neglect or improper handling.
  • Pieces that have been altered, assembled or modified after delivery.
  • Custom-made or special-order items unless defective.

Refunds

  • Approved refunds are processed using the original payment method where possible.
  • Delivery fees are generally non-refundable unless the return is due to an error by Novella Home or a defective product.
  • Refund processing times may vary depending on payment method.

Return Shipping Costs

  • For defective or incorrect items, return shipping is covered by Novella Home.
  • For other approved returns, the customer may be responsible for return shipping.