FAQ
Orders & Delivery
Can I cancel my order?
We process all orders straight away once they’re placed. Because our logistics partner takes over immediately, we’re unable to cancel an order once it’s confirmed. If you no longer want your item, you’re welcome to return it within 30 days or choose store credit.
I entered the wrong address – what should I do?
If you’ve made a typo or your address auto-filled incorrectly, simply reply to your order confirmation email as soon as possible. Contact us at Info@nouvelle.com within 24 hours and we’ll update the address for you. After 24 hours we can’t make changes, and we can’t issue a refund for parcels sent to the wrong address.
How long will delivery take?
We ship our products directly from our suppliers so we can save on storage and packaging costs and pass those savings on to you. Orders are usually dispatched within 24–48 hours. Average delivery time is 5–9 business days depending on your location in Australia.
What are the shipping costs?
Good news – all orders ship free Australia-wide.
Returns & Exchanges
I’m not happy with my order, can I return it?
Yes! We offer a 30-day returns guarantee on all full-priced items. Please note: sale and promotional items are not eligible for returns.
How do I return an item?
If you’d like to return your purchase, you can send it back within 30 days of receiving it. Items must be unused, unwashed, in original condition with all tags and packaging.
You’ll need to include a trackable shipping method for your return – responsibility lies with the sender. Once we receive and inspect the items, we’ll refund your purchase within 10 business days.
To start a return, simply contact us at Info@nouvelle.com and we’ll guide you through the process.
Tracking Your Order
My tracking link isn’t showing any updates – what now?
Tracking information becomes available once your parcel has been processed by the shipping carrier. This can take a couple of days after you receive your shipping confirmation.
Where can I find my tracking code?
Your tracking number will be emailed to you once your order has been dispatched. You can then enter this number on our Track My Order page to follow your delivery.