Refund policy

At Novella Hats, we want you to love your purchase. Suppose for any reason you're not completely satisfied. In that case, we offer a clear and fair return, refund, and exchange policy in accordance with consumer protection laws in the UK, EU, USA, Canada, Australia, and France.

Return Eligibility

  • Items must be returned in their original condition, unused, unwashed, unaltered, and with all original packaging and tags intact.
  • Items must be returned to our warehouse within the return window outlined below.
  • Returns must be initiated by contacting us at contact@novellahats.com before sending any items back.
  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Return Windows by Region

UK, USA, Canada, Australia, & Other Non-EU Countries:

You may return your order within 30 days of receiving it.

European Union Customers – 14-Day Cooling-Off Period:

If you're located in the EU, you have the right to cancel and return your order within 14 calendar days from the day you receive it — for any reason and without justification — under the EU Consumer Rights Directive.

Note: This right applies to most products but may not apply to certain customized items.

Exchanges

We accept exchanges for the same product in a different size, colour, or style (subject to availability). If you wish to exchange your item, please contact us first. We will guide you through the process.

Refunds

Once your return is received and inspected, we will notify you via email. If approved, your refund will be processed to your original payment method within 10 business days.

  • Shipping fees (if applicable) are non-refundable unless the return is due to an error on our part (e.g., wrong or defective item).
  • Refunds may take longer to reflect depending on your bank or payment provider.

Non-Returnable Items

The following items cannot be returned:

  • Final sale or clearance items
  • Gift cards
  • Customized or personalized products (unless defective or damaged)

Return Address

All returns must be shipped to:

Novella Noori Ltd.
21-23 Ripple Road,
Barking, IG11 7NN,
United Kingdom

Please include your order number and full contact details inside the package to avoid delays in processing your return.

How to Initiate a Return

  1. Email us at contact@novellahats.com with your order number, the reason for return, and whether you’d like a refund or exchange.
  2. Our support team will provide you with return instructions.
  3. Send the product back using a trackable service. We are not responsible for items lost during return shipping.

Domestic Returns

UK Customers:

  • You are responsible for the cost of return shipping. However, return shipping is free if you get a defective or damaged product by our end upon delivery.
  • Exchanges are free with our standard delivery service. For quicker replacements, place a new order and return the original item for a refund.
  • Exchanges are limited to the same style in a different colour or size. For different styles, return the original item for a refund and place a new order.

International Returns

International Customers:

  • You are responsible for all return shipping and return costs. However, return shipping is free if you get a defective or damaged product by our end upon delivery.
  • We only process exchanges for UK orders. For international exchanges, please place a new order and return the original item for a refund.

Additional Information

  • Condition for Returns: Only new, unworn items with tags and stickers attached can be returned within 30 days. Items with stains, including makeup, or those that have been washed or handled improperly will not be eligible for a refund.
  • Shipping Fees: Shipping and handling fees are non-refundable.
  • Faulty or Incorrect Items: Contact our customer service team within 30 days if you receive a faulty or incorrect item.
  • Wholesale Orders: Any discrepancies must be reported within 7 days. Wholesale returns may incur a 20% restocking fee.
  • Alternative Shipping Instructions: We recommend using a tracked shipping service to ensure the safe return of items.

Need Help?

If you have any questions about returns or refunds, feel free to contact our support team:

  • Email: contact@novellahats.com
  • Phone: +44 7495 157631
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT - London)

We’re committed to providing a fair and transparent shopping experience for every customer — worldwide.

Thank you for choosing Novella Hats.