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 firstname.lastname@example.org 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 email@example.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.
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 firstname.lastname@example.org, 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.
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.
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.
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.
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.