Frequently Asked Questions (FAQ)

Welcome to Novilla! Here you can find answers to some of the most common questions about our handbags, orders, shipping, payments, and returns.

1. What products does Novilla offer?

Novilla offers a carefully selected collection of women's handbags designed to combine modern fashion, elegance, and everyday practicality.

2. How long does order processing take?

Orders are generally processed within 1–2 business days, Monday to Friday, excluding weekends and public holidays.

3. What shipping options do you offer?

We offer two shipping options:

Standard Shipping

  • Cost: €5.99

  • Free shipping on orders of €55.00 or more

  • Estimated delivery: 3–5 business days

Express Shipping

  • Cost: €9.99

  • Estimated delivery: 1–2 business days

4. How long will it take to receive my order?

Your order first requires 1–2 business days for processing. After dispatch, delivery generally takes:

  • Standard: 3–5 business days

  • Express: 1–2 business days

Delivery estimates may vary depending on your location and carrier.

5. Do you offer free shipping?

Yes! We offer free Standard Shipping on orders of €55.00 or more.

Orders below €55.00 are charged €5.99 for Standard Shipping.

6. How can I track my order?

Once your order has been dispatched, you may receive a shipping confirmation email with tracking details.

You can enter your tracking number on our Order Tracking page to check the latest delivery updates.

7. What is your return policy?

We offer a 14-day right of withdrawal from the day you receive your order, in accordance with applicable German and EU consumer protection laws.

You must notify us within this period if you wish to withdraw from your purchase. You then have a further 14 days to return the goods.

8. How can I request a return?

To request a return, email us at support@novilla.shop with your order number and the item you wish to return. Our customer support team will guide you through the process.

9. Who pays for return shipping?

For change-of-mind returns, customers are responsible for the direct return shipping costs where legally permitted and properly communicated.

For faulty, damaged, or incorrect products, please contact us for assistance.

10. When will I receive my refund?

Once we receive the returned product or you provide evidence that it has been sent back, whichever occurs first where applicable, we will process your refund in accordance with applicable law.

Refunds are generally issued to your original payment method. Your payment provider may require additional processing time.

11. What payment methods do you accept?

We accept the payment methods available at checkout. Available options may include Visa, Mastercard, PayPal, and other supported payment methods.

12. What should I do if my order arrives damaged or incorrect?

Please contact us as soon as possible at support@novilla.shop. Include your order number and photographs of the issue where appropriate so we can assist you.

13. How can I contact Novilla?

You can reach our customer support team using the following details:

Email: support@novilla.shop

Phone: 69 2899 891 98

Business Address:
Novilla
Palais at the Opera
80539 München
Germany

Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM.

Thank you for choosing Novilla!

We appreciate your trust and look forward to making your shopping experience enjoyable.

Novilla – Your Style, Your Everyday Elegance.