FAQs
FAQs
HOW SHOULD I WASH AND CARE FOR MY ITEMS?
For mugs, we recommend hand-washing mugs only to ensure the print lasts as long as possible. Mugs are safe for microwave use, but do not leave a mug in a microwave for more than 5 minutes.
Shirts and hoodies should be turned inside out, washed in cold water and line dried, we tend to not recommend using a table drier but if it is must tumble dry on low to ensure longevity of both print and fabric. If you are worried about shrinking, then line-dry. Ironing is not recommended, as some print methods (plastisol) are heat cured and will melt.
Ordering
WHAT PAYMENT METHODS DO YOU ACCEPT? CAN I PAY WITH A MONEY ORDER OR PURCHASE ORDER?
We accept payments from debit cards, major credit cards, PayPal, and Apple Pay.
Returns, Refunds, and Replacements
WHAT IS YOUR REFUND/RETURN POLICY?
Orders are eligible for refunds and replacements within 1 months from the order date. After 1 months, the order is locked and archived in our system and is no longer eligible for a refund or a replacement. Shipping fees are non-refundable.
For returns, we can accept an item sent back for a refund of the purchase price of the item (if any discounts were applied, the refund will reflect the discounted price, not the full price).
We are unable to accept returns on swimwear due to hygiene reasons.
I NEED TO CANCEL MY ORDER, WHAT DO I NEED TO DO?
As long as the order has not yet shipped, we can cancel an order for a full refund. Contact support@novel-mart.com with the order number (or reply to your order confirmation email) as soon as you decide to cancel your order!
If the order has already shipped, we won’t be able to cancel it. However, we can offer a refund of the item(s) minus the shipping fee upon return of the merchandise.
I ORDERED THE WRONG SIZE/COLOR/ITEM BY MISTAKE! CAN I RETURN IT?
If you notice the mistake before the order ships, we can cancel your order and you can place a new order - just contact support@novel-mart.com or respond to your order confirmation and we can help with that. We’re not able to edit orders after they are confirmed.
If your order has already shipped, we’re not able to cancel the order, but you can return the item for a refund and place a new order for the item/size/color/cut you want. (See “What is your refund/return policy?” for more info.)
ONE OF THE ITEMS I ORDERED IS MISSING! WHAT SHOULD I DO?
Items may be shipped from different locations and come seperately. Check your shipping email to see what is in clued and if you have any questions reach out to support@novel-mart.com
I RECEIVED A DIFFERENT COLOR/SIZE/ITEM THAN WHAT I ORDERED - HOW CAN I GET THE RIGHT ONE?
Contact support@novel-mart.com as soon as you notice the wrong item. In your message, please let us know your order number, what item you expected to receive, and describe or send pictures of the wrong item you did receive (this info will help us help you much faster!).
AN ITEM IN MY ORDER WAS DAMAGED/DEFECTIVE WHEN I OPENED THE PACKAGE - WHAT SHOULD I DO?
Contact support@novel-mart.com and describe the kind of damage that the item has incurred. Pictures also help us assess whether the damage occurred in transit, or if it was a manufacturing defect that slipped through quality control.
Once we confirm the reshipment, a replacement will be sent out within 2 business days. When a replacement is sent out, you will receive a shipment notification.
MY ORDER SHIPPED BUT NEVER SHOWED UP! WHERE IS IT?
If your order is taking too long to arrive, don't worry! Our replacement policy covers lost packages up to 6 months after the order date. For replacements to be sent in the case of a lost package, we will need the shipping address confirmed so we know there were no issues in the address that would cause the package to be returned or mis-delivered. If the address needs to be amended or changed, this will require a second shipping fee to be paid.
Shipping
I NEED TO CHANGE MY SHIPPING ADDRESS!
If your order has not yet shipped, contact support@novel-mart.com with your order number and correct shipping address as soon as possible.
We are not able to update shipping information or reroute packages that have already shipped. If your order was already shipped to an incorrect address, we can process a reshipment to a new address for a second shipping fee.
CAN YOU SHIP TO MY ADDRESS IF IT IS WRITTEN IN A LANGUAGE OTHER THAN ENGLISH?
We’re not able to print shipping labels with non-English characters and our system may also have trouble with accented characters. We recommend entering your shipping address pre-translated, or send us the translation so we can make sure it is as accurate as possible.
HOW MUCH DOES SHIPPING COST?
Shipping is based on weight and delivery address, so our system won't know how much your shipping will be until items are added to your cart and a shipping address is entered.
To calculate shipping, add the items to your cart and enter an address - our system will do the rest!
HOW LONG WILL IT TAKE FOR MY ORDER TO BE PACKED AND LEAVE THE WAREHOUSE?
Generally, it takes about 1-3 business days for us to pack and ship an item - refer to your order confirmation for the most accurate timelines. Orders placed near the end of the week or during the weekend may ship early the following week. You’ll receive a shipping confirmation as soon as your order leaves our warehouse.
We ship orders every afternoon, Monday through Friday, excluding U.S. holidays. If your order contains any pre-order or backorder items, your order will ship once all the items are ready to ship.
WILL I HAVE TO PAY CUSTOMS/IMPORT TAXES OR ADDITIONAL FEES WHEN MY ORDER ARRIVES?
Certain items ship from specific locations, such as swim suits and towels they only ship form our European and USA facilities so if you’re ordering these to the UK and the value is over £100 you may be liable for additional duties.
I NEVER GOT A SHIPPING CONFIRMATION OR TRACKING NUMBER - WHAT SHOULD I DO?
If you don’t see a shipping confirmation email, check your spam folder - these emails sometimes get caught there. You can add support@novel-mart.com to your address book or email contact list to prevent this in the future.
Contact support@novel-mart.com and we’ll be happy to help!