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Customer Service Frequently asked questions
Payment and Shippings
ORDER STATUS
Track your purchase with ease
Registered and guest customers may inquire about the status of any order by contacting our customer service at hello@noova.com. Once your order has shipped, a confirmation email with tracking information will be sent automatically.
ORDER MODIFICATIONS
No changes after checkout
Orders for available items cannot be modified after completion. Please note that separately placed orders will be shipped separately.
SHIPPING COSTS
Clear rates, fast delivery
NOOVA is an Italy-based online store. Below you'll find details on delivery times and shipping fees by region.
ITALY
Always free, always fast
Shipping is free across the entire Italian territory. Most domestic orders are delivered within 4 to 5 business days from the order date.
Always free, always fast
Shipping is free across the entire Italian territory. Most domestic orders are delivered within 4 to 5 business days from the order date.
EU COUNTRIES
Flat-rate delivery across Europe
For countries within the European Union, a flat shipping fee of €10 applies. Deliveries typically take 4 to 5 business days.
Flat-rate delivery across Europe
For countries within the European Union, a flat shipping fee of €10 applies. Deliveries typically take 4 to 5 business days.
NON-EU COUNTRIES
Global shipping with customs clarity
Global shipping with customs clarity NOOVA ships worldwide, ensuring timely and reliable deliveries. However, NOOVA is not responsible for any customs duties, VAT, or import taxes in non-EU countries. We recommend checking local regulations before ordering. For assistance, please contact hello@noova.com..
Global shipping with customs clarity
Global shipping with customs clarity NOOVA ships worldwide, ensuring timely and reliable deliveries. However, NOOVA is not responsible for any customs duties, VAT, or import taxes in non-EU countries. We recommend checking local regulations before ordering. For assistance, please contact hello@noova.com..
RETURNS & REFUNDS
14 days to change your mind
Shipping is always free on all orders.
NOOVA offers a return policy within 14 days of the delivery date. The first return for orders within Italy and the European Union is free of charge; subsequent returns are at the customer's expense. For international orders (outside the EU), return shipping costs are entirely borne by the buyer.
To start a return or exchange, log in to your account, open «Your orders» and click «Request a return» under the item. Alternatively, email us at hello@noova.com.
Once the return is received at our warehouse and its compliance has been verified, the refund will be issued to the original payment method. A confirmation email will be sent upon completion of the procedure.
To be eligible for a return, the item must be in perfect condition, unworn and unwashed, in its original packaging and with the tag attached.
NOOVA is not responsible for return shipments that are lost, stolen, or damaged. We recommend using a tracked shipping method. For assistance, contact hello@noova.com.
Privacy Policy
GENERAL TERMS OF PURCHASE | NOOVA
Your use of this site implies acceptance of our conditions
These General Terms ("Terms") govern the use of the NOOVA website (https://stg-noova-staging.kinsta.cloud/) and the purchase of items displayed therein. Please read these Terms, along with our Cookie Policy and Privacy Policy (collectively referred to as the "Data Protection Policies"), carefully before using the website or placing any orders. By accessing the website or submitting an order, you acknowledge full acceptance of these Terms and Data Protection Policies. If you do not agree to all provisions, we kindly ask that you refrain from using the site. For any queries regarding these documents, please refer to the "Contact" section on our site. You may choose to finalize the agreement (hereafter, the "Contract") in any of the languages in which these Terms are available on the website.
YOUR DATA AND YOUR ACCESS TO OUR WEBSITE
We protect your data, and we trust its accuracy
Personal data provided by users will be processed according to our Data Protection Policies. By using the website, you consent to the handling of such data and confirm its accuracy and truthfulness.
USE OF OUR WEBSITE
You commit to lawful and honest interaction
By accessing or placing orders through the website, you agree to:
- Use the website only for lawful purposes and valid orders.
- Refrain from placing false or fraudulent orders (we reserve the right to cancel any such order and report it to the authorities).
- Provide correct and complete contact information. Missing or inaccurate data may prevent order processing.
CONTRACT FINALIZATION
A binding agreement is established upon acceptance
Information presented on the website does not constitute a public offer, but rather an invitation to submit a purchase proposal. The Contract is considered finalized only when we explicitly accept your order. Should we decline your proposal after charging your account, the amount will be refunded in full. Orders must be placed through the website's purchasing system by clicking "Authorize Payment." A confirmation email will follow ("Order Confirmation").
PRODUCT AVAILABILITY
We're here to help
All orders are subject to availability. If an item is unavailable, we may suggest equivalent or superior substitutes. You are free to accept or decline. If declined, you will be refunded accordingly.
ORDER REFUSAL
We reserve the right to decline orders
We may remove products or modify website content at any time. In rare cases, orders may be declined even after confirmation, without liability.
WEBSITE CHANGES
Our platform evolves continuously
We accept no liability for the removal or alteration of website materials or product listings.
TRANSFER OF RISK AND OWNERSHIP
You assume responsibility upon delivery
Product risk transfers to the customer at the time of delivery. Ownership is transferred only after full payment, including shipping, has been received.
PRICES AND PAYMENT
Transparent pricing, secure transactions
Product prices are as listed unless an obvious error occurs. In case of error, we will contact you for confirmation or cancellation. If unreachable, the order will be canceled and fully refunded. Prices include VAT but exclude shipping unless otherwise specified. Prices may change, but confirmed orders will not be affected. We accept Visa, Mastercard, American Express (via Stripe), and Apple Pay or PayPal. Credit card data is encrypted. Pre-authorization checks are performed to ensure sufficient funds. Charges are made only upon shipment. By clicking "Authorize Payment," you confirm ownership or authorization to use the selected payment method. If payment authorization is denied, the contract cannot be finalized and we assume no responsibility for delays or failed delivery.
EXTERNAL LINKS
We're not responsible for third-party content
Links to third-party websites are provided for convenience only. We do not control nor endorse their content and disclaim all liability for damages arising from their use.
WRITTEN COMMUNICATIONS
Digital correspondence has legal value
By using the site, you agree to receive most communications electronically (email or website notices). This satisfies legal requirements for written communications. This does not affect any statutory rights.
NOTIFICATIONS
How and when we communicate
Notices should be sent via the channels listed in the "Contact" section. Communications are deemed received once published on the site or 24 hours after email dispatch.
About Us
Discover Noova
A STORY MADE OF LIGHT
Inspired by the Supernova star, known for its extraordinary brightness, Noova footwear is defined by reflective materials that make each pair unique. Noova creates high-quality, long-lasting shoes with an iconic and timeless style.
Designed and Made In Italy
VENICE AND HER ARTISANS
The know-how rooted in the Veneto region, where our shoes are produced, ensures the creation of high-quality footwear thanks to the passion and expertise of generations who have turned shoemaking into a true way of life.
A Timeless Attitude
MINIMALISM AND COMFORT
Noova designs sneakers with an essential yet impactful aesthetic, using refined, top-quality materials. Founded in 2018, the brand made its debut by launching the first prototype of the iconic Bast 01 model.
Contacts
Customer Service
How and where to reach us
Product sales on this website are managed by
IDEALVI SRL – Corso XX Settembre 48, 20081
Abbiategrasso (MI), Italy – Tax ID 10382440963.
Email: hello@noova.com – Phone: +39 02 923 431 72
Business hours: Monday to Friday, 8:30–17:30 CEST
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Order Confirmed Thank you for your purchase
The Noova Pact.
Below our cost, you cover the price with what you bring: a story, a video, visibility, word of mouth. Tell us yours.
Tell us a little more: at least 20 characters.
Your offer is with Noova.
Every offer is read by a person, not an algorithm. We reply within 48 hours: if we accept, you receive a personal link valid for 72 — two clicks and they’re yours.
— demo only: simulate the reply —
It’s a deal.
This is your personal, single-use link, valid for 72 hours: it opens your cart, ready for purchase.
noova.com/pass/7F2K9Q
Almost there.
Your offer didn’t quite work for us. Our proposal: , valid for 72 hours.
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