FAQ
Ordering & Payment
Do you offer free shipping?
Yes, we offer free shipping on all orders to the Netherlands. However, you can also choose shipping insurance for €2.95.
Can I cancel my order?
We strive to process orders quickly. If you wish to cancel your order, please contact us as soon as possible at info@novo-elan.com. We will do our best to honor your request, but cancellation cannot be guaranteed once the order has been processed.
Shipping
What is the latest order time?
The latest order time is 11:00 PM (GMT+01:00).
How long does it take to receive my order?
We typically process and ship orders within 1–2 business days (Mon–Fri). The estimated delivery time is 4–7 business days (Mon–Fri) after shipping. Please note these are estimates and actual delivery times may vary.
Will I receive a tracking number?
Yes, you will receive a shipping confirmation email with tracking information once your order has been shipped.
Returns & Refunds
Can I return an item?
Yes, we offer a 30-day return guarantee on unworn, unwashed, and undamaged items with original tags. For more information about our return process, timelines, and exceptions, please visit our return page.
Which items cannot be returned?
Used items and items without the original packaging, tags, or labels cannot be returned.
How do I submit a return?
To submit a return, contact our customer service via email at info@novo-elan.com or by phone at. You will receive a return authorization number (RAN) and return instructions.
Who pays for the return shipping costs?
We cover the return shipping costs if the return is due to our error (e.g. wrong item, damaged or defective product). For other returns, you are responsible for the shipping costs.
How long does it take to receive my refund?
We process your refund within 14 days. Your bank may take an additional 7 business days to credit your account.