Shipping policy

NOVÉA — Shipping Policy

1. Delivery Service and Timeframe
- We ship within South Africa using Aramex Store to Door.
- Standard delivery timeframe: 8–15 business days from the date your order is dispatched.
- Dispatch times: orders are usually dispatched within 1–3 business days of payment clearance unless otherwise stated at checkout.

2. Shipping Costs
- Shipping fees are calculated at checkout and depend on order weight, size, and delivery location. Any promotional free-shipping offers will be shown at checkout.

3. Tracking
- A tracking number will be emailed to you once the order has been dispatched. Use Aramex tracking to follow your delivery.

4. Delays and Liability
- NOVÉA aims to meet published delivery timeframes but is not responsible for delays caused by the carrier (Aramex), customs inspections, incorrect/incomplete address details, extreme weather, strikes, public holidays, or other events outside our control.
- To the extent permitted by applicable law, NOVÉA’s liability for shipping delays is limited; where law requires carrier responsibility or supplier remedies, we will assist you to resolve delays and claim with Aramex.

5. Risk & Title
- Risk of loss or damage passes to you upon delivery to the address provided. If an item is lost in transit before delivery, NOVÉA will work with Aramex to locate the parcel and, where appropriate, arrange replacement or refund subject to carrier investigation and applicable law.

6. Failed Delivery & Address Issues
- Ensure your delivery address and contact details are correct. NOVÉA is not responsible for delays or non-delivery resulting from incorrect or incomplete addresses.
- If delivery fails and the parcel is returned to us, additional shipping charges may apply for re-dispatch.

7. Damaged or Missing Items
- Inspect deliveries on receipt. If a parcel is damaged or items are missing, notify NOVÉA within 7 calendar days of delivery with photos and your order details. We will assist with a claim through Aramex and/or provide a remedy in line with applicable consumer rights.

8. International Shipments
- (If applicable) For international orders, customs, duties and taxes may apply and are the buyer’s responsibility. Delivery times for international orders may exceed the standard timeframe.

9. Force Majeure
- NOVÉA will not be liable for delayed or failed deliveries caused by events beyond our reasonable control (e.g., natural disasters, pandemics, civil unrest, strikes, carrier insolvency).

10. Contact
- For shipping queries or to report issues: [email / phone / returns portal]. Please include your order number and relevant details.

Note: This policy is intended to be consistent with South African practice. Any attempt to exclude liability for matters required by law (including certain consumer protections) will be ineffective to the extent prohibited by applicable legislation. Consider consulting legal counsel if you need binding legal advice.