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FAQ's
Do I have to sign in to make a purchase?
You may shop our website as a guest. Simply click “Proceed to Checkout as a Guest” to continue with your purchase. However, purchases with an account will give you access to products before they launch on our website and to discounts throughout the year. Find the My Account text on the bottom or top of the page. When you click that, you will be redirected to the Sign In/Sign Up page and will find further instructions.
How do I create an account?
If you are looking to create an account with us or join our VIP Program, signing up is easy. At the bottom of the page, click the “My Account” link. This will redirect you to the Sign Up/Sign In page. Fill in your information under the SIGN UP side on the left of the page. All you need is your name, email, number, and billing information. Once you create your account, you are automatically signed up for our VIP Program.
How is sales tax calculated?
Novena Design is a California based business. Based on California Tax Regulations ~ all California buyers will be subject to sales tax. The amount will be based on the district of residency.
Can I ship to an address different than my billing address?
You can set a different shipping address than your billing address. This will allow you to ship a package to a destination other than your billing address. At the checkout page, click “I have a different destination” under the billing address information to add a separate shipping address. If the shipping address is the same as the billing address, the “Same shipping address” bubble should be activated already with a green checkmark. If not, click the bubble and your billing address will be registered for your shipping address.
Does Novena have a warranty?
We know that when a package is traveling to your destination, there are many factors that are out of your control. Therefore, Novena will cover shipping accidents. If an item arrives defective, missing, or with the incorrect item, we will exchange the product for you at no extra costs. Provide a photo to info@novena.design and let us know within 36 hours of receiving the item.
If a product is out of stock online, can I still buy it?
Many products will come and go with the seasons and style. If a product is out of stock, but will return to our site, you can pre-order it for our next shipment. Just proceed as you would to buy the item. If a product is out of stock, but will not return to our site, it will be removed as soon as possible from the website. If not, it will say “discontinued” and therefore will not be available for purchase.
Does Novena offer online coupons?
Novena will treat online shoppers with occasional discounts on the event that they sign up for our VIP program. You will receive a unique one-time use code that must be typed into the “Discounts and Gift Cards” text box.
What if I forget my account password?
If you are trying to log into your account but forgot your password, click the “My Account” link at the bottom of the page. Under the SIGN IN section of the page on the right, you will find a forgot my password button. This will redirect you to type in your email/phone number to receive an access code and reset your password.
Does Novena sell gift cards online?
Novena offers gift cards as well as eGift Cards, which can be found in the “eGift Cards” link at the bottom of the page eGift Cards can be printed, screenshotted, or written down after purchase.
What if my package gets lost in the mail?
We take every precaution to ensure that your order arrives safely ~ but sometimes the unexpected happens. At Novena we know how important your purchases are. Each package mailed will have tracking that will be monitored by our office.
What are your shipping costs?
Novena offers FREE SHIPPING for all purchases of $ 100 and up that are shipped in any destination in the continental United States. If your checkout total is less than $100, you will be charged a flat rate fee of $ 6.99. Your order could be shipped in separate boxes, but you will only be charged $ 6.99 if items were on the same order.
When will my order ship?
Please allow 3-5 days for your order to be processed & shipped.
How do I use my e-Gift Card?
An eGift Card is an electronic Gift Card that can be used on the Novena website. They will be sent to the email provided and will contain a unique, one-use code that will need to be typed into the checkout page under the “Discounts and Gift Cards” text box.
How do I cancel my order?
Please review your order before selecting to press the “Buy Now” button.
Orders begin processing once your order reaches that point.
Do you have a storefront?
Novena is an e-commerce business, meaning that it sells solely online. However, pop-up locations will appear. If you become a VIP Program member, you will be informed about all the locations where we will be selling in-person.
Do you send a receipt?
Novena will email a copy of your receipt always. Check the email account provided, as well as all the folders within the email. You can forward, print, or save the receipt for future reference.
What if i receive the wrong item?
Novena will keep track of all orders shipped & audits all the items to make sure we stay on top of accuracy & consistency. However, if you receive the wrong item than the one you ordered ~ Novena will send you the correct one Free Of Charge. Contact info@novena.design and provide a photo of the item received ~ At that point we will review the receipts. If a error has occurred Novena will also “credit” you the fee to return the mistaken item to our office.
How can I get in contact with your business?
If you have any questions or concerns about anything regarding your account/orders, our website, or our products, our customer care services can be contacted at info@novena.design Feel free to get in touch with us at any time, and we will try our best to get back to your inquiry as soon as possible.