How to deal with the damaged, defective, or incorrect items you received?
If you received the damaged, defective , or incorrect items , please report to us within 15 days of delivery. When we confirmed, you can choose to return or exchange the items, and we'll cover the fees.
Do I need to set up an account to place an order?
You can shop at Novameme.com without creating an account and check out as a guest. However, if you create an account with us at Account, you'll be able to enjoy the following benefits:
- Review past purchases.
- Save your address and billing details so you can shop even quicker next time.
- Access your store credit to apply to your next purchase.
What is the status of my order?
Once an order is placed, customer will receive a confirmation email with order summary, and a shipping notification email that including the tracking information after your order is shipped. If you are a registered user, simply log in to your account to check your order status. Guest users also will receive the email notification.
Are your items true to size?
Yes, our product is true to size. However, for the best possible fit, we recommend checking the size charts in detail located on each specific product page and please allow 2-4cm differs due to manual measurement.
How to choose my size?
There is size information on each product page. Customers may compare the reference measurements with your own clothes to find the best choice.
"One size" does not means that fit all sizes but means there’s only one size for this product.
Is the color of item completed the same as what I saw online?
We try our best to avoid this issue and to display the actual color of the item as possible as we can. However, the camera's perspective and the extent of lighting may cause a slight color difference. We thank you for your understanding.
Can I Cancel my orders?
If you need to cancel their order after some second thought, Please refer to below examples to learn our order cancellation rules:
1. Orders on stocked products - Cancel any time before we ship out
2. Orders on made to order products - Cancel within 24 houres
3. Orders on custom size products - Not allowed for cancellation after tailoring started
4. Orders on pre-order products - Not allowed for cancellation within processing time
Why did an item disappear from my shopping cart when I tried to check out?
Sometimes an item may go out of stock when you are shopping and it will be removed from your cart without notice before checkout. We apologize for any inconvenience.
Where the parcel ship from?
We based in China, and almost all items will ship from China. We keep working on the shipping stuffs to make sure our customers can receive their parcel as soon as possible. For more shipping details, please check our Shipping Policy.
Can I add or change or cancel my order after it has been placed?
Please contact us immediately, in most cases, we can make any necessary adjustments to your order. However, once your order was processed and sent to the post office, we will be unable to make any change.
PAYMENT METHODS & VERIFICATIONS
What payment methods do you accept?
We accept Paypal payment and all kinds of debit / credit cards that via / support by Paypal , including Visa, MasterCard, Discover, American Express, etc.
How to Pay with debit / credit cards?
Step 1: In the products page, or in the shopping card page, click 'Buy with Paypal' button;
Step 2: In the popup window, click 'Buy with credit or debit card' button
Step 3: Input the order information, then pay and complete the order.
Refer to the below images example to be more clear about step 1 and step 2.
Shipping address is different from billing address
Orders that contain a different shipping address from billing address may be subject to review, in which case the customer will be contacted via email. This may delay shipping time.
Why do I need to verify my payment of my order?
We rarely find some orders are paid by the high risk payment, then more detailed information may be requested for these orders .
We carefully evaluate accounts to protect our customers from any unwanted billings. If we are not able to get in touch with you to complete your verification, your order will be subject to cancellation without further notice.
SHIPPING & TRACKING:
When will my order be shipped?
Novameme.com makes our every effort to ship the purchase as soon as possible. Orders placed are usually processed and shipped within 2~5 business days from the time the order is placed. Orders placed on weekend or national holidays will be processed the following business day and shipped within 2~5 business days. Some complicated order or special occasions may require additional processing time.
Can I use P.O. boxes address?
Standard shipping support ship to the P.O. boxes address. But express shipping not.
If you placed your order by express shipping but with P.O. boxed address, we'll contact you to do the adjustment. Switch to standard shipping or change the address depends on you.
How do I track my order?
You'll receive an notification email including the tracking number and the carrier after your parcel been shipped out. You can track the order by the tracking number in the track order at anytime you want.
Why my shipping information is not updated?
When your package is in transit, there is no further updated information until it has reached the next sort facility. It may take a couple of days to see any activity online.