NOVA MARKET

Contact

Contact Us

Thank you for visiting nova-6. If you have a question about a product, order, payment, delivery, return, or refund, our Customer Support team is here to help.

You can contact us using the contact form on this page, by email, or by telephone. To help us respond efficiently, please provide complete and accurate information with your inquiry.

Customer Support Contact Details

Store name: nova-6
Brand: NOVA MODERN MARKET
Email: support@nova-6.shop
Telephone: +44 7585 103081
Business address: 42-44 Springfield Road, Crawley, RH11 8AH, United Kingdom

Customer Support Hours

Our Customer Support team operates during the following times:

  • Monday to Friday: Business hours (UK time)
  • Saturday, Sunday and UK public holidays: Closed

We normally respond to customer inquiries within 1–3 business days. Messages received during weekends or UK public holidays will normally be reviewed on the next business day.

Response times may be slightly longer during public holidays, major promotions, or periods of unusually high demand.

Before Contacting Us

You may be able to find an immediate answer by reviewing:

  • The relevant product description and specifications;
  • Our Frequently Asked Questions page;
  • Our Shipping & Delivery Policy;
  • Our Refund & Return Policy;
  • Our Payment Policy;
  • Our Terms & Conditions; and
  • Your order confirmation or shipping confirmation email.

If you still need assistance, please contact us and we will be happy to help.

Questions About an Order

For questions about an existing order, please include the following information:

  • Your full name;
  • Your order number;
  • The email address used to place the order;
  • The name of the product concerned; and
  • A clear description of your question or issue.

Please do not include your complete credit or debit card number, card security code, account password, or other sensitive payment information in an email or contact form.

Product Questions

Before contacting us with a product question, please review the product description, specifications, usage instructions, and other information provided on the applicable product page.

If the information you need is not available, please send us the product name or a link to the product page together with your question.

Damaged, Defective or Incorrect Items

If your order arrived damaged, defective, incomplete, incorrect, or materially different from its description, please include:

  • Your order number;
  • A description of the issue;
  • Clear photographs or video of the affected item;
  • Photographs of the outer packaging and shipping label; and
  • Photographs of all items received if part of the order is missing.

Please retain the product, original packaging, shipping label, and related materials until we have reviewed your request.

Providing photographs or video helps us investigate the matter quickly but does not remove any statutory rights you may have.

Shipping and Tracking Inquiries

If you are contacting us about shipping or delivery, please check the tracking link in your shipping confirmation first.

Tracking information may take up to 48 hours after dispatch to become active in the carrier’s system. Temporary gaps between tracking updates do not necessarily mean that the parcel has stopped moving.

If the estimated delivery period has passed or your tracking information has not updated for an unusual period, please contact us with your order number and tracking number.

Returns

You may request an eligible return within 14 calendar days from the date you receive your order. Please contact us before the 14-day return period expires and before sending an item anywhere.

When requesting a return, please provide:

  • Your order number;
  • The item you wish to return;
  • The reason for the return; and
  • Supporting photographs or video, where applicable.

Do not send a return to our business address without first receiving return authorization and instructions.

The authorized return destination may vary depending on the product and order. Sending an item to an unauthorized or incorrect address may delay the return and refund process.

Please review our Refund & Return Policy for complete information about return eligibility, shipping costs, inspections, and refund processing.

Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to assist you, but we cannot guarantee a change or cancellation after an order has entered processing, been packed, or been dispatched.

If an order has already been dispatched, you may receive it and then request an eligible return in accordance with our Refund & Return Policy.

Payment Inquiries

If you have a question about a declined payment, authorization hold, duplicate charge, or refund, please provide your order number and a clear description of the issue.

Do not send complete card details, card security codes, banking passwords, or one-time verification codes by email or through our contact form.

Your bank or card issuer may need to assist with declined transactions, authorization holds, exchange rates, or the time required for a refund to appear.

Refund Inquiries

Approved refunds are normally issued to the original payment method used at checkout.

After we process an approved refund, it will normally appear in your account within 7–14 business days. The exact timing depends on your bank, card issuer, or payment provider.

If more than 14 business days have passed since we confirmed that your refund was processed, please contact us with your order number.

If You Have Not Received a Response

If you have not received a response within three business days, please:

  1. Check your spam, junk, or promotions folder;
  2. Confirm that your message was sent to support@nova-6.shop;
  3. Add our email address to your safe-sender list; and
  4. Resend your message with your order number in the subject line, where applicable.

Business and Legal Correspondence

Business or legal correspondence may be sent to:

nova-6
42-44 Springfield Road
Crawley
RH11 8AH
United Kingdom

This is our business contact address. Please contact Customer Support before sending products, returns, or other parcels to this address.

Contact Information

Store name: nova-6
Brand: NOVA MODERN MARKET
Email: support@nova-6.shop
Telephone: +44 7585 103081
Address: 42-44 Springfield Road, Crawley, RH11 8AH, United Kingdom
Customer Support response time: Normally within 1–3 business days