FAQ

Choose your product and variant, click Add to Cart, then Checkout. You will be taken to our secure Shopify checkout where you enter your address and payment details. You receive an order confirmation by email straight away.

Contact us as soon as possible with your order number. As long as the order has not left the warehouse we can change or cancel it. Once shipped, you can still use your 30-day return.

Check your spam folder first. If it is not there, email us with the name and email used at checkout and we will resend it.

Payments are processed securely by Shopify Checkout with SSL encryption. The payment methods available to you are displayed at checkout.

Yes. Payment is handled entirely by Shopify Checkout, which is PCI-DSS compliant. We never see or store your card details.

Prices are displayed in EUR. Applicable taxes and charges may vary by destination and are shown at checkout where required.

International shipping is available to supported destinations, including the European Union, United States, and Canada. Shipping costs and available delivery methods are calculated and displayed at Shopify checkout based on the customer’s destination and order.

Delivery times vary by destination, product and fulfillment location. The estimated delivery information and available shipping options are shown at checkout where available.

Yes — we ship to supported international destinations, including the European Union, United States and Canada. Availability and rates are shown at checkout.

Items from one order may arrive in separate parcels — you never pay extra for split deliveries.

As soon as your parcel ships you receive an email with a tracking link (where the carrier provides one). You can also log in to your customer account to see the status of your orders.

Tracking can pause for a few days while a parcel is in transit between hubs. If nothing changes for 7 business days, contact us and we investigate with the carrier.

30-day returns. If you are not happy with a product, contact us within 30 days of delivery and we will guide you through the return.

To start a return, email us with your order number — we reply with the return address and instructions. Please do not send anything back before you have received them.

If the item is faulty or we sent the wrong product, we cover the return. For change-of-mind returns the customer covers return postage unless otherwise agreed.

Refunds are issued to the original payment method within 14 days of receiving the returned goods, in line with EU law.

Received something damaged or wrong? Send us a photo within 7 days and we replace or refund it — no return needed in most cases.

Most products are restocked regularly. Add it to your wishlist and check back, or contact us to ask whether a similar item is available right now.

Product photos are representative of the item you receive. Colours can vary slightly between screens. Sizes and specifications are listed on each product page.

No. You can check out as a guest. Creating a Shopify customer account lets you see your order history and saves your details for next time.

Click the account icon in the header. You will be taken to the secure Shopify customer login for Novaora.

Email support@novaora.de, call +49 178 4270085 during Monday – Friday, 08:00 – 18:00 (CET), or use the contact form. We typically answer within one business day.

Novaora is an online store operated from Germany, serving customers across the European Union and other supported destinations.