At NOVICA, we want you to be completely satisfied with every single one of your purchases. We believe that the creation of a bridge between consumers and world artists depends on high quality products and extraordinary customer service.

For Orders Shipped to the Continental US:

Full refunds will be available for up to 60 days from the day you receive your order. You must request a Returned Merchandise Authorization (RMA) number by email during this 60-day period to qualify for a refund. If your return is in any way a result of an error by NOVICA, we will provide you with a prepaid mailing label to the return the merchandise and will happily refund all applicable shipping costs paid on the product(s) you are returning.

If the return is not a result of an error by NOVICA, you will be responsible for all shipping and gift box costs incurred for the order and any costs associated with returning the item(s). You must send your return using a reliable carrier that offers tracking (such as UPS, FedEx, or Registered Mail). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the Customer Service Center in their original condition. No refunds will be available after the 60-day period has expired.

For Orders Shipped Anywhere Other Than the Continental US:

Full refunds will be available for up to 60 days from the day you receive your order. You must request a Returned Merchandise Authorization (RMA) number by email during this 60-day period to qualify for a refund. If your return is in any way a result of an error by NOVICA, please be sure to indicate the nature of the error when requesting the RMA number and a customer service specialist will provide you with further instructions.

If the return is not a result of an error by NOVICA, you will be responsible for all shipping costs and duty incurred for the order and return of the product(s). You must send your return using a reliable international carrier that offers tracking (such as UPS, FedEx, TNT, or DHL). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the Customer Service Center in their original condition. No refunds will be available after the 60-day period has expired.

Returning a Gift:

If you have received a gift from NOVICA and would like to return it, you may do so by requesting an RMA number during the 60-day period following receipt of the order. As soon as the return is received, we will issue you a Gift Certificate for the full amount of the original order, less shipping charges, so that you may make a new selection from any of the fine offerings on the site. Don't worry, we will not alert the person who sent you the gift as to your return request.

Promotion Codes on Returned Orders:

If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on NOVICA's part, we will gladly issue you a new promotion code for a future purchase on the site. If the return did not result from an error by NOVICA, you will be unable to re-use the original promotion code.

Issuance of Credit:

If you purchased by credit card, your card will be credited for the full applicable amount within 10 business days of receipt of the returned merchandise. If you paid by check or money order, you will receive a check from NOVICA for the full applicable amount of the return by mail approximately 2-4 weeks after the returned product has been received at the NOVICA Customer Service Center in Los Angeles, CA. If you are interested in exchanging one product for another, you will need to return the unwanted item and submit a completely new order (either online or by phone) for the product you would like to purchase.

Important Notes and Restrictions:

Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Customer Service Center.

No refunds or returns on custom orders.

Make certain to use the original packaging when returning an item to ensure that it arrives in the same condition it was in when you received it.

As a safeguard against potential abuse, NOVICA reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.

Please note that gift box charges are not refundable.

1. Request a Returned Merchandise Authorization (RMA) number by contacting the NOVICA Customer Service Department at service @ novica.com. Be sure to indicate your order number (which appears on your invoice), the name or Product ID of the product(s) that you would like to return, your name and email address, and the reason for the return (please provide as much detail as possible). You will receive a prompt response from a customer service representative containing your RMA Number along with any special return instructions.
   
   
2. If the return is the result of an error by NOVICA and the merchandise is being returned from a United States address, we will send you a prepaid mailing label for the return of the merchandise. If the return is the result of an error by NOVICA but the merchandise is being returned from an address outside the United States, a customer service representative will provide you with specific return instructions. In all other cases, please send the merchandise you would like to return using a trackable shipping service (UPS, FedEx, or registered mail within the US; UPS, FedEx, TNT, or DHL from outside the US). It is strongly recommended that you insure the shipment, as you will be responsible for ensuring that all items arrive at the Customer Service Center in their original condition.
   
   
3. Be certain to include the following along with the returned merchandise: your RMA number, name, email address, and mailing address, as well as a copy of the original NOVICA invoice (if available) and any feedback related to the order that you may have forgotten to include in your original RMA request.
   IMPORTANT NOTE: Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Customer Service Center.
   
   
4. Once the merchandise has been received at the Customer Service Center, your credit card will be credited for the applicable amount or, if you paid by check or money order, a check will be written in your name and mailed to you. If you would like to order another item in place of the returned product, you will need to submit a completely new order either online or by phone.
   
   

Be sure to indicate the correct shipping address when you are filling out your order form. NOVICA is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact our Customer Service Department at service @ novica.com (be sure to note your order number and email address, and verify the correct mailing address). A customer service representative will check our records to determine when your order was processed and shipped. Please note that any claims related to non-receipt of merchandise must be made within 30 days of the shipment date or within 7 days of the delivery date reported by the carrier (where applicable), whichever is later.

At NOVICA, we are focused on pleasing you. If you have received a damaged or incorrect item, or if you believe that part of your order is missing, please immediately send an email to a Customer Service Representative at service @ novica.com. In your message indicate your name, order number, and email address, and provide as much detail as possible about the situation.

We will be happy to replace any damaged items, assuming a comparable replacement is available, or provide you with a full refund, including all shipping costs. Similarly, if you should receive a product other than the one you ordered, the correct product will be sent to you at no additional charge or a full refund (including shipping costs).

Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you. Do keep in mind that if you ordered from multiple regions, you will be receiving multiple packages. This is due to the fact that each region ships its merchandise directly to the purchaser. Please double check that the product or products that you believe to be missing from your order were not ordered from a different region from those products that you have already received.