Frequently Asked Questions

Last updated: September 11, 2026

Welcome to the nova-6 Frequently Asked Questions page. Here you can find information about orders, shipping, tracking, payments, returns, refunds, and customer support.

For complete details, please also review our Shipping & Delivery Policy, Refund & Return Policy, Payment Policy, Privacy Policy, and Terms & Conditions.

Orders and Shipping

When will my order ship?

Orders are normally processed, packed, and prepared for dispatch within 1–2 business days after payment has been successfully authorized.

Business days are Monday through Friday, excluding UK public holidays. Orders placed during weekends or public holidays normally begin processing on the next business day.

Processing may take longer during major promotions, seasonal periods, inventory checks, payment verification, or unusually high order volumes.

How long will delivery take?

Once dispatched, delivery to eligible UK addresses is normally estimated to take 2–4 business days.

Order processing: 1–2 business days;
Delivery after dispatch: 2–4 business days.

Delivery dates are estimates and are not guaranteed. Actual delivery times may be affected by carrier delays, weather, UK public holidays, address problems, failed delivery attempts, or other events outside our reasonable control.

Is shipping free?

Free shipping is available for eligible orders under the shipping options and store rules displayed at checkout. If an order does not qualify for free shipping, the applicable charge will be clearly shown before purchase.

Where does nova-6 ship?

We currently ship to eligible delivery addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland, subject to carrier availability and any restrictions shown at checkout.

Can I change my delivery address?

We will try to update the address if the order has not entered processing or been dispatched. However, changes cannot be guaranteed after an order has been placed or shipped.

Can I cancel or modify my order?

Contact us as soon as possible if you wish to cancel or modify an order. We will try to assist, but cancellation or modification cannot be guaranteed after the order has entered processing, been packed, or been dispatched.

Order Tracking

How do I track my package?

After your order has been dispatched, we will normally send a shipping confirmation to the email address or telephone number provided at checkout. The confirmation may include the carrier’s name, tracking number, and a tracking link.

Why can’t I track my order yet?

A tracking number may be created before the carrier performs its first physical scan. Tracking information normally takes up to 48 hours after dispatch to become active.

If the tracking number is still not recognized after two business days, please contact us with your order number and tracking number.

Why is my tracking status not updating?

Tracking updates may temporarily pause while a parcel moves between carrier facilities. Delays may be caused by carrier backlogs, severe weather, public holidays, customs or security checks, transport disruption, or technical issues in the tracking system.

If tracking has not updated for an unusual period or the estimated delivery window has passed, please contact us.

My order is marked as delivered, but I cannot find it. What should I do?

Check that the delivery address on your order is correct;
Check around the property and any designated safe place;
Ask household members, neighbours, reception, or building staff;
Review any delivery photograph or note from the carrier;
Allow up to 24 hours after the delivery scan; and
Contact the carrier and our Customer Support team if it remains missing.

What happens if my package is lost?

Contact us at support@nova-6.shop if your package appears to be lost. We may ask the carrier to investigate the shipment.

If the carrier confirms that the parcel was lost before delivery, we will provide an appropriate remedy, such as a replacement or refund, subject to product availability and applicable law.

Payments

What payment methods do you accept?

Depending on the options displayed at checkout, we may accept:

Visa;
Mastercard;
Maestro;
American Express;
JCB;
Diners Club;
Discover, where available; and
Other payment methods displayed at checkout.

The payment methods shown at checkout are the methods currently available for your order, location, currency, and device.

When will I be charged?

Payment may be authorized or captured when you submit your order, depending on the payment method and payment provider used. Your order will normally enter processing after payment has been successfully authorized.

Is my payment information secure?

Payments are processed through secure payment gateways and the Shopify checkout environment. We do not ask you to send complete card details, card security codes, banking passwords, or verification codes by email.

Returns and Refunds

What is your return policy?

You may notify us of an eligible return within 14 calendar days from the date you receive your order. You must contact us before the 14-day return period expires and before sending an item back.

Eligible return reasons include:

The item arrived damaged;
The item is defective or malfunctioning;
You received the wrong item;
The order is incomplete or parts are missing;
The item is materially different from its description; or
You changed your mind and the item satisfies all applicable return conditions.

Returned items should generally be unused, unworn, unwashed, unaltered, and in the same condition in which they were received. Original packaging, labels, tags, seals, accessories, and documentation should be included where applicable.

Requests submitted after the 14-day period may not be accepted unless the item is faulty or you are otherwise entitled to a remedy under applicable law.

Do you accept change-of-mind returns?

Yes. You may request an eligible change-of-mind return within 14 calendar days of receiving your order, provided the product meets our return conditions and is not excluded for hygiene, personalization, or another reason permitted by law.

For an approved change-of-mind return, the customer is normally responsible for the return shipping cost. We do not charge a restocking fee for eligible returns.

Which products cannot be returned?

Subject to applicable law, the following products cannot normally be returned for change-of-mind reasons:

Personalized, custom-made, or made-to-order products;
Sealed products unsuitable for return for health protection or hygiene reasons after the seal has been removed;
Opened, worn, used, tried-on, or unsealed underwear, lingerie, swimwear, bodysuits, shapewear, and socks;
Opened or unsealed cosmetics and personal care products;
Perishable products;
Gift cards, where permitted by law; and
Final-sale products where the restriction was clearly disclosed before purchase.

These exclusions do not remove your legal rights if an item is damaged, defective, incorrect, incomplete, or not as described.

How do I request a return?

Email support@nova-6.shop or call +44 7585 103081.
Provide your order number and the item concerned.
Explain the reason for the return.
Provide photographs or video where applicable.
Allow 1–3 business days for us to review your request.

Do not send an item back without first receiving return authorization and instructions. The authorized return destination may depend on the product and order.

Who pays for return shipping?

Damaged, defective, incorrect, incomplete, or misdescribed item: nova-6 will cover the reasonable return shipping cost after approving the return.
Change-of-mind return: The customer is normally responsible for the return shipping cost, except where applicable law requires otherwise.

Are original shipping charges refundable?

Original standard delivery charges will be refunded where required by applicable law. Premium or express delivery charges above the cost of the least expensive standard delivery option may not be refundable.

How long does a refund take?

After the returned item reaches the authorized return location, inspection normally takes 3–5 business days.

Approved refunds will be issued to the original payment method. After we process the refund, it will normally appear in your account within 7–14 business days, depending on your bank, card issuer, or payment provider.

Do you offer exchanges?

We currently do not offer direct exchanges. If you require a different product, size, or colour, please return the original item if eligible and place a new order separately.

Damaged, Incorrect or Missing Items

What should I do if my order has a problem?

Please contact us promptly and provide your order number, a description of the problem, photographs or video of the affected item, photographs of the outer packaging and shipping label, and photographs of all items received if something is missing.

Please retain the product, packaging, labels, and packing materials while we review your request.

Customer Support

How can I contact nova-6?

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

When will Customer Support reply?

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

Can I send a return to your business address?

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

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

Additional Information

This FAQ is a practical summary and does not replace our complete policies. Please review the Shipping & Delivery Policy, Refund & Return Policy, Payment Policy, Privacy Policy, and Terms & Conditions linked in the footer of the nova-6 website.