FAQs
Do I need an account to order?
No. You can check out as a guest with just your email address. An account lets you check out faster, save addresses and see all your orders in one place.
What if I typed the wrong email or address?
Email us as soon as possible at support@nupova.com with your order number and the correct details. We can update an order until it has been dispatched.
Which currency do you charge in?
All prices are in US dollars (USD). If your card uses another currency, your bank converts the amount at its daily exchange rate and may add a small fee.
What payment methods do you accept?
You can pay with the methods shown at checkout, which include major credit and debit cards. Every order is paid in full at checkout.
Is my payment secure?
Yes. Our whole website uses encryption (HTTPS), and your card details go directly to our payment provider. We never see or store your full card number.
How do I change or cancel my order?
Email us within 12 hours of ordering with your order number. Once an order has been dispatched it can't be changed or cancelled, but you can return it under our Refund Policy.
When will my order be processed?
We process orders Monday to Friday. Your order is checked and dispatched within 2–3 business days of payment. If you haven't received an order confirmation email within a day, check your spam folder or contact us.
When will my order arrive?
Standard shipping takes 5–15 business days after dispatch and is free. Fast shipping takes 3–10 business days where available. The product page shows an estimated delivery window for your country.
How do I track my order?
We email you a tracking number as soon as your order ships. You can also enter your order number and email on our Track your order page at any time.
Will I have to pay customs duties?
Some countries charge import duties or taxes on arrival. These aren't included in our prices and are paid by the recipient.
Can I use more than one discount code?
Only one discount code can be used per order, unless a promotion says otherwise.
An item is missing from my order. What should I do?
Orders with several items sometimes ship in separate parcels, so check your shipping email for more than one tracking number. If something is still missing, contact us and we'll sort it out.
How do I return an item?
Email us within 30 days of delivery with your order number and the reason for the return. Items must be new, unused and in their original packaging. We'll reply with return instructions.
Who pays for return shipping?
If you changed your mind, you pay the return shipping. If the item arrived damaged, is faulty or isn't what you ordered, the return is free.
My item arrived damaged or faulty. What now?
Contact us within 7 days of delivery with your order number and photos or a short video. We'll send a replacement or give you a full refund.
When will I get my refund?
We process approved refunds within 5–7 business days of receiving your return. Your bank may take a further 7–10 business days to show it on your statement.