Shipping & Return

All orders with ready stock items will be ship within 1-2 working days once payment has been verified.

We are using POSLAJU Malaysia for local shipping, it takes 1-2 working days to reach your address.

In the event that the package is returned to Novela due to the customer’s error in mailing address submitted (incorrect / insufficient address), or expired of the date of self-collect at POSLAJU branch, the customer is responsible for the shipping costs incurred for re-
delivery.

In case of your order is including both ready stock and preorder items, we will only ship your order when all the stock is ready. Preorder items take around 2-4 weeks to arrive upon payment is verified.

 

Please leave your message at the checkout page, drop us an email, or private message us at our facebook page. the estimated time and date you will visit us to self-collect your order. The time to collect must be 24 hours after submission of your order and within 3 days if the payment is not made, order will be cancel if expired. You may make payment in advance or cash on delivery.

We do accept return and exchanges.

All items can only be returned in exchange for credit voucher, less a processing fee of RM5 (incurred for exchanges of size, colors or other items, does not apply to faulty item). You will receive a credit voucher code via email once we have processed your return. Sorry that we’re unable to provide any refund in cash.

All item(s) must be returned in original condition (unaltered, unworn, unwashed and with tags intact).

Return/ exchanges are not applicable for accessories, leggings, invisible bras and promo items.

Return/ exchanges must be applied within 3 days upon item received. The items must be shipped back to our HQ within 5 working days upon item received. Buyers hold full responsibility until the parcel reach us.

Buyers are responsible for the return cost. This does not apply to faulty item.

All return/exchange will be processed within 3 working days upon receipt of returned items.

Kindly clarify those which are not counted as faulty/ defect items as below:

– Slightly off-line or snag at crochet/ knitted fabric.
– Washed (fade, shrink or other issues)
– Stain below 0.5cm.
– Defects caused by vandalism.
– Button holes does not open.

Buyers are requested to attach clear pictures to show the defected parts to process return of the item.

Kindly email us at admin@novela.my to process your return / exchanges of faulty item or any other inquiry.

Return of goods must be ship to below address using courier with tracking number:

Address: 1-1, Jalan Kesidang 2/24, Taman Kesidang Seksyen 2, 75200 Melaka, Malaysia.
Receiver Name: Siow Yan Wen
Phone: 06-3340425

We are moving to new website. Please visit www.novela.com. Contact us at help@novela.com or Facebook if you need our assistance.

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