FAQ

1. What neck tags and swing tags are used?
2. Can I use my own swing tags and labels?
3. Am I allowed to copy and use your images for my eBay or my internet on-line store?
4. What are your shipping charges?
5. Do you sell replenishment stock?
6. What if I change my mind or if I am not happy with my order? Can I cancel or return it?
7. What if I receive a faulty item?
8. Where do I send my Returns to?
9. What is your minimum order requirement?
10. Do you ship to all countries?
11. What about VAT?
12. What forms of payment do you accept?
13. When will I receive my order?
14. Why is it best to log in before browsing?
15. How can I view my order?
16. How can I update my account information?

1. “Nouvelle Collection” is a trademarked brand in the UK. Neck tags are stitched during the manufacturing process with our brand logo.  Washing instructions and sizing is also stitched inside each garment.  Swing tags are also added to each garment with the “Nouvelle Collection” logo and sizing in UK, EU and US formats.

2. We manufacture the majority of our Plus Size clothing in the UK, which means we can offer branding services to you with low minimum order quantities (MOQs). Please contact support@nouvelleuk.com for more information.  You will need to provide your own branded neck tags and swing tags, or we can source these for you on request.

3. Yes, you may use our pictures for the purpose of reselling the product only. If you are selling on eBay or Amazon and would like to use our pictures, you will have to ask our permission in writing.  We will provide permission in writing.  Images are provided with a water mark of your logo for your exclusive use only.  Images are not to be used for marketing / advertisement or any promotional material outside your own retail store or website.

4. Shipping charges will vary depending on the gross weight of your parcel on a country by country basis. You may see the rate table here.  The maximum gross weight of a box is 25kg.  Once we have picked your order we will send you a shipping invoice after determining the gross weight and number of boxes required.

5. We pride ourselves in keeping replenishment stock high. You will always have plenty of time to re-order fast moving lines to restock colours and sizes.

6. Cancellation before payment

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department at support@nouvelleuk.com as soon as possible.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact our Customer Service Department at support@nouvelleuk.com  and we will process the updated order; there is usually no additional fee for this service, unless your original order has already been sent out, in this case we will issue you a new order number for the extra items added and they will be sent separately.

Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

Returns Procedure

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at support@nouvelleuk.com, please provide us with the following information:

- The original order number

- The reason for the exchange

- Photographs clearly showing the problem with the item number

- Details of the requested replacement item: the item number, the name and colour

- Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have a tracking number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.

The return process can only be initiated within 7 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

7. What if I receive a faulty item: Under which circumstances would an item be able to be exchanged or returned?

At NouvelleUK, we pride ourselves in the quality and fit of our clothes. All the Women's Clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged in cases other than quality issues or mis-shipment.

Quality Issues:

Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 7 calendar days after receiving the garment – it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.

Mis-shipment:

We will exchange your product in cases where the purchased product does not match the item ordered. For example, it is not the colour that you ordered, we will send you a return label for you to return the item/s back free of charge and the correct colour will be sent out.

8. After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our headquarters in the West Midlands, UK. Once we have received the item(s), we will confirm all information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.

9. There is no MOQ. You may order a single item in a specific size or colour or you may order a single bundle in a single colour.  Shipping is calculated and charged after your order has been picked.

10. We ship to any destination worldwide. Please see our rate card here.  If your country is not listed or you would like more information then please contact us directly at support@lovefashion.co.uk

11. VAT (Value Added Tax)?

20% VAT is only charged to all UK customers and EU customers who are not VAT registered in their domestic country.  Customers from outside of the EU will not be charged VAT, but may have to pay local import charges when receiving the goods. EU customers with a valid VAT number will not be charged VAT. Please familiarise yourself with your countries custom taxes and duties if you are unsure.

12. We accept PayPal and Wire transfer (BACs). You may select either option on checkout.  If you select BACs then we will email you our account details and instructions for payment after we have calculated the shipping charges for your order.

13. After the order is placed and a payment is made you will receive an email to confirm everything is correct. We will package your order within 1-2 working days.  The ETA (estimated time of arrival) depends on the Country the delivery is getting sent to.  You may get estimated delivery times here.

14. If you log in before browsing your history of items viewed will automatically be saved, logging into your account helps you save time.

15. You may login to view your order history.

16. You may login to update your account information.