Last updated: October 24, 2026

At House of Novessa, we want you to love your purchase. If something isn't right, we're here to help.

Returns

You can cancel most online purchases within 14 days of receiving your order, without giving a reason.

Once you've notified us, you have another 14 days to return your items.

Items should be returned in their original condition, with tags and packaging where possible. You may inspect items as you would in a shop. Excessive handling may result in a deduction from your refund.

Return Shipping

Customers are responsible for return shipping costs when changing their mind.

If an item is faulty, damaged or incorrect, we'll cover reasonable return costs where required by law.

Please contact us for return instructions and the correct return address.

Cancellations

Need to change your order? Contact us within 1 hour of placing it, and we'll do our best to help.

Your statutory cancellation rights remain unaffected.

Damaged or Incorrect Items

If something arrives damaged, defective or incorrect, please contact us as soon as possible. We'll arrange an appropriate solution in accordance with your consumer rights.

Non-Returnable Items

Certain products, including personalised goods and unsealed hygiene products, may be excluded from change-of-mind returns where permitted by law.

Your rights regarding faulty products remain unaffected.

Refunds

Eligible refunds will be issued to your original payment method within 14 days of receiving your returned goods or evidence that you've sent them back.

For a full order cancellation, we'll also refund standard delivery charges. Additional express delivery charges are not refundable.

How to Request a Return

Email Info@houseofnovessa.com with your order number and request.

You may also cancel an eligible purchase by sending us a clear statement containing your name, order details and decision to cancel.

Your Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

2. Privacy Policy

Last updated: October 24, 2026

Your privacy matters to us.

This Privacy Policy explains how Novessa, trading as House of Novessa, collects, uses and protects your personal information.

Information We Collect

When you visit our website or place an order, we may collect:

• Your name, email address and contact details.

• Billing and delivery information.

• Order history and transaction details.

• Account information and preferences.

• Device information, IP address and website activity.

• Messages you send to our customer support team.

How We Use Your Information

We use your information to process orders, arrange deliveries, manage payments and refunds, provide customer support, prevent fraud and meet legal obligations.

We may also use information to improve our website and provide marketing communications where permitted.

Our legal bases include contractual necessity, legal obligations, legitimate interests and consent, depending on the purpose.

Our legitimate interests include maintaining website security, preventing fraud and improving our services.

Shopify & Third Parties

Our store is powered by Shopify.

We share necessary information with service providers such as payment processors, delivery companies, hosting providers and customer support services.

Where enabled, analytics and advertising partners may also process information in accordance with applicable privacy requirements.

Cookies

We use essential cookies to operate our website and shopping cart.

We may also use analytics and advertising cookies. Where consent is legally required, these cookies will only be activated after you agree.

You can manage your preferences through our website's cookie settings.

Marketing

We may send promotional emails where permitted by law.

You can unsubscribe at any time using the link in our emails.

Data Security & Retention

We take reasonable measures to protect your personal information.

We retain information only for as long as necessary to provide our services, maintain records, resolve disputes and meet legal obligations.

International Transfers

Your information may be processed outside the UK or European Economic Area.

Where required, international transfers are protected through applicable adequacy decisions or approved contractual safeguards.

Your Privacy Rights

Depending on applicable law, you may request access to, correction of or deletion of your personal information.

You may also have rights to restrict processing, object to certain uses, receive your information in a portable format or withdraw consent.

To exercise your rights, email Info@houseofnovessa.com.

We normally respond within one month.

Complaints

If you have concerns about your privacy, please contact us.

UK customers may also complain to the Information Commissioner's Office (ICO). Customers in the European Economic Area may contact their relevant data protection authority.

Updates

We may update this policy when our practices or legal obligations change.

Data Controller

Novessa / House of Novessa
Zeggemeent 5
1218 BW Hilversum
Netherlands

Email: Info@houseofnovessa.com

3. Terms of Service

Last updated: October 24, 2026

Welcome to House of Novessa.

These terms explain the conditions that apply when you shop with us or use our website.

About Us

House of Novessa is operated by Novessa, based in the Netherlands.

Our online store is powered by Shopify. Purchases are made directly with the business operating House of Novessa.

Products

We aim to provide accurate product descriptions, images and prices.

Colours may vary slightly depending on your screen.

All products are subject to availability.

Orders

After placing an order, you'll receive an email confirmation.

Your order is accepted when we confirm dispatch, unless acceptance is expressly confirmed earlier.

We may decline orders for legitimate reasons, including payment problems, stock shortages or suspected fraud.

If we cannot fulfil your order, we'll refund any payment received for the affected products.

Prices & Payments

Prices are displayed in the currency shown at checkout.

Applicable taxes, delivery costs and additional charges will be communicated before purchase.

Payments are processed through our payment providers.

Shipping

Delivery options, costs and estimated timeframes are provided before purchase.

Unless otherwise agreed, orders will be delivered within 30 days of the contract being made.

We remain responsible for your goods until you or someone you've nominated receives them, except where applicable law provides otherwise.

Returns & Cancellations

UK consumers generally have 14 days after receiving their order to cancel an online purchase, subject to legal exceptions.

Please see our Returns & Refunds Policy for details.

Consumer Rights

Products must meet applicable legal standards, including requirements relating to quality, fitness for purpose and accurate descriptions.

Nothing in these terms limits your statutory consumer rights.

Customer Accounts

You are responsible for keeping your account information accurate and your login details secure.

Website Use

You agree not to misuse our website, interfere with its security or use it for unlawful purposes.

Intellectual Property

Our original website content, branding, images and designs belong to House of Novessa or their respective rights holders.

Unauthorised commercial use is prohibited.

Customer Reviews

We welcome genuine customer feedback.

By submitting a review, you give us permission to display it in connection with our business, subject to applicable law.

Third-Party Services

Our website may contain services or links operated by third parties.

These providers may have their own terms and privacy policies.

Liability

We take reasonable care in providing our products and services.

Nothing in these terms excludes liability for fraud, death or personal injury caused by negligence, or any other liability that cannot legally be excluded.

Your statutory rights remain unaffected.

Governing Law

These terms are governed by Dutch law, without affecting any mandatory consumer protections available to customers in the United Kingdom or other applicable jurisdictions.

Consumers may bring proceedings in courts where they are legally entitled to do so.

Changes

We may update these terms when necessary. Changes will not retrospectively affect existing purchase agreements unless permitted by law.

Contact

Novessa / House of Novessa
Zeggemeent 5
1218 BW Hilversum
Netherlands

Email: Info@houseofnovessa.com

4. Shipping Policy

Last updated: October 24, 2026

At House of Novessa, we want your order to arrive safely and your shopping experience to be as smooth as possible.

Shipping Destinations

We currently ship to the United Kingdom.

Order Processing

We aim to process orders as quickly as possible.

Once your order has been dispatched, you'll receive a confirmation email with tracking information, where available.

Delivery Times

Estimated delivery times are displayed at checkout or on our website before purchase.

Delivery may be affected by carrier delays, customs processing or circumstances outside our control.

Unless otherwise agreed, your order will be delivered within 30 days of the contract being made.

Your statutory rights regarding late delivery remain unaffected.

Shipping Costs

Shipping charges are displayed at checkout before you complete your purchase.

Free shipping may be available on selected orders, where advertised.

Customs & Import Fees

Some orders may be dispatched from international fulfilment locations.

Depending on the shipment, UK VAT, customs duties or import handling charges may apply.

Any charges collected by us will be shown at checkout.

Where additional import charges are payable by the customer, this will be clearly disclosed before purchase.

Tracking

Once your order ships, we'll provide tracking details where available.

Tracking updates may take some time to appear.

Incorrect Addresses

Please check your delivery address carefully before completing your order.

If you notice a mistake, contact us as soon as possible. We'll do our best to help before dispatch.

Lost or Damaged Orders

If your order arrives damaged or goes missing, please contact us.

We'll investigate and arrange an appropriate replacement or refund in accordance with your legal rights.

Order Changes

Need to change or cancel your order?

Contact us within 1 hour of placing it, and we'll do our best to help.

Your statutory cancellation rights remain unaffected.

Contact

For shipping questions, we're always happy to help.

House of Novessa
Email: Info@houseofnovessa.com

Business Information

Merchant: Novessa
Store: House of Novessa
Business Address: Hilversum, Netherlands
Customer Support: Info@houseofnovessa.com