Shipping policy

Last updated: 22 October 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: 8 to 10 business days from dispatch, for the United Kingdom, Canada and Australia.
  • 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, Canada and Australia. We do not ship to other countries at this time.

  • Shipping is free on all orders — we do not charge any delivery fees.
  • Prices are shown in your local currency (GBP, CAD or AUD). 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

The price shown at checkout is all you pay. You will not be asked to pay any import duties, taxes, customs or brokerage fees on delivery.

  • United Kingdom: all applicable taxes are included in the price shown at checkout.
  • Canada: orders are shipped Delivered Duty Paid (DDP). Any GST/HST, duties and customs or brokerage fees are paid by us — nothing is collected from you at the door.
  • Australia: no import duties, taxes or fees are collected from you on delivery.

If a carrier ever asks you for a payment on delivery, please do not pay it — contact us at support@novell-home.com and we will sort it out.

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 7458 634833
We aim to respond within 24–48 hours on business days.