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FAQ

Checkout our frequently asked questions below. If you still can't find your answer, please contact us. Our team is available Monday to Friday 9:00am - 5:00pm AEST.

Customer Care: orders@novelacollection.com.au

Q: How long does it take to get my piece?

Depending on your region and town, anywhere between 1 - 13 days. Please check out more detail on our https://www.novelacollection.com.au/pages/shipping page

Q: When will my order ship?

We have a same day dispatch on weekdays service, along with package tracking upon dispatch.

Q: Is shipping free regardless of destination?

Yes! We are please to offer free shipping anywhere listed in our shipping destinations on https://www.novelacollection.com.au/pages/shipping

Q: Is your packaging recyclable?

Yes it is! The boxes, satchels, tissue paper and void fill that arrives with your piece can all be put into the recycle bin. We encourage you to repurpose the box, if not for storing your piece in the dust bag and box but for other storage needs.

Q: Are your dust bags sustainable? 

The cotton dust bags are made sustainably from bamboo and can be used many times over.

Q: What are the refund, terms, conditions and privacy policies?

Links to all of these can be found at the bottom of the home page and please contact us know if you have any further queries at orders@novelacollection.com.au

Q: How do gift cards work?

Gift Cards are sent to the recipient via email including the value and unique voucher code. Gift Cards are valid for 12 months from the date of issue and can be used on all Novela Collection product online.

For further information please contact Customer Care at orders@novelacollection.com.au.

Q: How do I find out more about the materials?

You can visit our materials page for a full breakdown on all materials, including the beautiful cork and recycled PET lining. Page is located here. 

Q: Can I find out more about your production processes?

Yes of course! We pride ourselves on being totally open about our production processes. More can be found out here.

Q: How can I get in touch with someone at Novela Collection?

You can email us at orders@novelacollection.com.au and we'll get back to you ASAP.