Shipping policy

# Shipping Policy

_Last updated: 17 June 2026_

Thank you for shopping with **Novell Home** (operated by RM ECOM). This policy explains how and when your order is processed and delivered.

## 1. Order processing

- Orders are processed and **dispatched within 24 hours** (on business days) after your payment is confirmed.
- Orders placed on weekends or public holidays are processed on the next business day.
- You will receive a confirmation email when your order is placed, and a second email with tracking information once it ships.

## 2. Delivery times

- **Estimated delivery: 6 to 8 business days** from dispatch.
- Delivery times are estimates and are not guaranteed. They may be affected by carrier delays, customs processing, weather, or high-demand periods (e.g. sales and holidays).

## 3. Shipping destinations and costs

We currently ship to the **United Kingdom** .

- **Shipping is free on all orders** — we do not charge any delivery fees.
- The price you see at checkout is the final price; no shipping costs are added.

## 4. Tracking your order

Once your order ships, we will email you a tracking number and a link to follow your parcel. Please allow up to 48 hours for the tracking information to update after dispatch. If you have not received tracking details within 5 business days, contact us at support@novell-home.com.

## 5. Customs, duties and taxes

For deliveries within the United Kingdom, all applicable taxes are included in the price shown at checkout, and you will not pay additional import charges.
For international deliveries (where available), the recipient may be responsible for any import duties, customs fees, or local taxes imposed by the destination country. These charges are not included in our prices and are beyond our control.

## 6. Incorrect address

Please make sure your shipping address is correct and complete at checkout. We are not responsible for orders delivered to an incorrect or incomplete address provided by the customer. If you notice a mistake, contact us immediately at support@novell-home.com — if your order has not yet shipped, we will do our best to correct it.

## 7. Lost, delayed or damaged parcels

- If your parcel is significantly delayed beyond the estimated delivery window, contact us and we will investigate with the carrier.
- If your item arrives damaged, please contact us within 48 hours of delivery with photos so we can arrange a replacement or refund. See our **Refund & Returns Policy** for details.

## 8. Contact

Questions about your delivery?
**Email:** support@novell-home.com
**Phone:** [+44 20 XXXX XXXX — to be added]
We aim to respond within 24–48 hours on business days.