FAQ

• Orders & Shipping
  • Does NOVOBENS ship to multiple addresses?

    Only ONE location per order is allowed for the efficient delivery purpose. It is suggested that you place another order for a separate destination.

  • Can I update my order once it has been placed?

    Once your order has been confirmed, it is not feasible to combine orders or adding items to the order.

  • Can I change my order?

    We start working on your order as soon as we get it, so we may be unable to make any changes or modifications to an order after it has been placed and confirmed. If you have any question, please contact us at support@novobens.com

  • Can I change my shipping address after my order has been dispatched?

    It is NOT possible to redirect your order once it is dispatched. Make sure your address provided is accurate at the check-out counter. Under NO circumstances, compensation for missing parcels shall be made to you due to incorrect or incomplete shipping address.

  • What should I do if my order has not reached me yet?

    If your fail to get your order by the estimated delivery date, please do the follow steps below.

    
    Before informing us of your problem(s), please:
    

    • If you choose to pick up at S.F. stores, you can check if you have received an SMS message from SF Express. Redelivery may be arranged with additional charge if you fail to get your parcel before the pick-up period lapses.
    • Sign into My Account to check if you have provided the correct shipping address for your order. Make sure your contact information is also accurate.
    • If you still cannot locate your parcel, please contact us at support@novobens.com
      
  • Why is the item on backorder?

    Occasionally, an item for sale on http://www.novobens.com/ has not yet been received at our distribution center or is so popular that it must be restocked. You may order a backordered item to reserve your favorite color and size, but it will not be shipped to you until it is in stock. The expected ship date will be listed when you add an item to your Shopping Bag.
    
    Please note: Backorder shipping dates are subject to change in rare instances. We will email you
    with any date changes.

  • How can I track my order?

    You can check your item status if you have signed up an account at NOVOBENS. You can ask for a full refund if your ordered item cannot be restocked. After item dispatch, you can check your delivery status by log-in your account on our website.

  • I have forgotten my password, what should I do?

    You will receive an email about a new temporary password. You may change the password after logging to My Account using the temporary password.

  • Can I still place my order if the item is out of stock?

    For more information on the availability of the stock, please contact us at info@novobens.com

• Return Policy
  • Do you have refund policy?

    Once the Acceptance of Order is delivered to the email address you provided to NOVOBENS, the products purchased are NOT refundable under any circumstances.

  • Is everything from NOVOBENS returnable?

    In the event that a claim of defective purchased product is lodged with us and subject to satisfactory proof of fault thereof, we shall, at our discretion, replace the purchased product(s) free of charge if provided that the purchased product(s) returned shall be returned in its original unaltered condition and in its original packaging including any accessories, manuals, and documentation.
    
    Returns made without receipt may be refused. NOVOBENS reserves the final right to deny any return without any sufficient supporting evidence.

  • How long do I have to make a return?

    The purchased products delivered shall be deemed to be correct and of satisfactory quality, unless notice of fault and the particulars of such fault are given in writing accompanied with the return of the purchased product(s) to us within 7 days from the date of its delivery at the delivery address.

  • Do I have to pay for return shipping?

    All costs and expenses arising from the return of the purchased product(s) and delivery of the replacement thereof (including without limitation, delivery charges, local customs, tariffs and duties) shall be borne by you entirely.

• Payment
  • What payment methods do you accept?

    You can make payment through the PayPal system, either through a registered PayPal Account or credit card.

  • Can I get a refund if the price has changed since I ordered it?

    As an online business, our prices change in response to trends, stock and demand from customers. In this case, we will not refund the difference.