Frequently Asked Questions (FAQ)

Frequently Asked Questions

Order and Payment

What payment methods do you accept?
We accept bank cards (Visa, Mastercard, American Express), PayPal, Apple Pay and Google Pay. All transactions are secure.

Can I modify or cancel my order?
You can modify or cancel your order within 2 hours of confirmation by contacting us at novestore.pro@gmail.com. After this time, the order is being processed.

Will I receive an order confirmation?
Yes, you will receive a confirmation email immediately after your order, then a second email with the tracking number as soon as it is shipped.

Delivery

What are the delivery times?
In mainland France: 3 to 5 business days after dispatch. In the European Union: 5 to 10 business days. International: 10 to 20 business days.

Is delivery free?
Yes, delivery is free for all orders over €80 in mainland France.

Do you ship internationally?
Yes, we deliver to the European Union and to certain international countries. The available areas are displayed during checkout.

How can I track my order?
You will receive a tracking number by email as soon as your order is shipped. You will be able to track your package in real time.

Returns and Exchanges

Can I return an item?
Yes, you have 14 days from receipt to return an item, in accordance with European legislation.

How do I make a return?
Contact us at novestore.pro@gmail.com with your order number. We will provide you with a return label and the necessary instructions.

Are the return shipping costs my responsibility?
Yes, except in the case of an error on our part (defective item or shipping error).

Can I exchange an item?
Yes, contact us at novestore.pro@gmail.com to arrange an exchange. We will check the availability of the item you want.

When will I be reimbursed?
The refund will be issued within 5 to 10 business days after receipt of your return, to the payment method used for the purchase.

Products

How do I choose my size?
We recommend consulting the size guide available on each product page. If you have any questions, please don't hesitate to contact us.

Can perfumes be returned?
Perfumes and beauty products can only be returned if they are unopened and in their original sealed packaging, for hygiene reasons.

Are the product colours true to the photos?
We do our best to ensure that the photos are accurate, but slight variations may occur depending on the screen.

Contact and Shop

How can I contact you?
You can contact us by email at novestore.pro@gmail.com . We respond within 24 to 48 hours.

Do you have a physical store?
Yes! You can visit us at our shop:
NØVE STORE
71 rue de l'Hôtel de Ville
26400 Crest
France

What are your opening hours?
Monday: Closed
Tuesday and Saturday: 10am - 1pm / 3pm - 7pm
Wednesday, Thursday and Friday: 12pm - 7pm
Sunday: 2pm - 6pm

Didn't find the answer to your question?
Feel free to contact us at novestore.pro@gmail.com , we'll be happy to help!