100% SATISFACTION RETURNS POLICY
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.
For Orders Shipped Anywhere Other Than the Continental US:
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 Customer Service Center in their original condition. No refunds will be available after the 60-day period has expired.
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.
Returning a Gift:
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.
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 or NOVICA gift certificates.
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.
STEP-BY-STEP RETURN INSTRUCTIONS
- Request a Returned Merchandise Authorization (RMA) number by contacting the NOVICA Customer Service Department at email@example.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.
- 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.
- 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.
- 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.
DAMAGED/INCORRECT PRODUCTS OR INCOMPLETE ORDERS
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 firstname.lastname@example.org
. 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.
CANCELING OR MODIFYING AN ORDER
Once you have placed an order, the request is promptly sent to the international fulfillment center(s) in the region(s) from which you have ordered. Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us at email@example.com
and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the aforementioned return instructions
if you decide not to keep the product after having received it.
PRICING ERRORS AND CANCELLATION OF ORDERS
NOVICA reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:
- Product pricing error: Because NOVICA offers a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the correct price, we will adjust your charge and give you the lower price.
- Misuse or abuse of a gift certificate or promotion code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us at firstname.lastname@example.org prior to placing an order.
- Billing information provided for the credit card does not match the information on file with the card issuing bank.
- Credit card declined by the financial institution.
PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until a representative of NOVICA has confirmed that none of the aforementioned conditions apply to that order.
ADDRESS ERRORS FOR WHICH NOVICA IS NOT RESPONSIBLE
A fee will be applied to all orders where:
- The incorrect address has been provided by the customer and the package is returned as undeliverable
- An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits
- A move or sudden change of address results in the refusal or non-delivery of an order
- An APO or FPO address has been provided as the shipping address
- A PO Box has been provided as the shipping address
The fee will consist of a $5.00 handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.
Please note a $10 fee (per package) will be assessed for all shipments that are re-routed or returned to NOVICA by the carrier. This fee is separate from the re-shipping fee, which is required before packages can be re-shipped.
REFUSED AND UNCLAIMED SHIPMENTS
Please note a $25 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. For international (non-USA) deliveries, the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.
SHIPPING INFORMATION & COSTS
Most items at NOVICA will ship direct to you from one of our international fulfillment centers. Shipping times do vary somewhat between different NOVICA regions, so be sure to carefully review the shipping options available for your country when selecting your shipping service. For each shipping service, we will indicate the corresponding price and estimated timeframe. If we determine that we will not be able to deliver within the promised timeframe, we will immediately contact you by email (within one business day).
Because we use UPS, DHL and FedEx to deliver most packages, we are unable to ship to PO Boxes and APO/FPO addresses. Please be sure to provide a street address for all orders.
Orders containing more than one item from a single NOVICA region will be shipped as soon as all items from the order are available, unless otherwise specified at the time you place your order. At this time it is not possible to request that items be shipped as they become available instead of all together. Keep in mind that this only applies to orders with multiple items from the same region -- orders composed of items from different NOVICA regions will be shipped out as soon as all items from each region are available for shipment. You will always receive multiple packages when you order from multiple NOVICA regions.
Shipping costs for most NOVICA items are based on the weight and volume of the item. Shipping estimates for any given product are provided on the product detail page -- simply click on the "Shipping" link beside the price and select your region of the world. Should the product have any special shipping terms and conditions, they would be clearly indicated in this same area of the product detail page. If you would like to calculate the shipping cost for more than one item, you may do so via the "Calculate Shipping" link in the shopping cart.
NOVICA ships to many international destinations -- for a complete list of countries we currently serve, please view our International Shipping Table
. It is important to note that the customer is solely responsible for all duties, tariffs and clearance fees for orders shipped outside the USA.
Whenever possible, we will email you a tracking number so that you may track the progress of your package. Tracking numbers are generally issued 2 to 7 business days after an order is shipped. If you have not received a tracking number and would like to know the whereabouts of your order, please send us an email at email@example.com and reference your order number.
The following payment options are available at NOVICA: payment by credit card (Visa, Mastercard, American Express or Discover), either online through our secure server or by phone; payment by cashier's check (by mail); and payment by money order (by mail). In all cases, you may place your order through our online checkout system. If you are paying by cashier's check or money order, you will be given the payment address at the end of checkout. If you would prefer to check out over the phone, please contact a Customer Service Representative toll-free at 1-877-2-NOVICA (1-877-266-8422) or (310) 479-6115. Please note that credit cards will be charged only after an order has shipped from our fulfillment center.
California sales tax will be collected on all orders being shipped from California to addresses in California. Please note that most items sold at NOVICA are not shipped from California (they are shipped from our international fulfillment centers), so sales tax is not due for most orders shipping to California. Most of the items being shipped from California are showcased in the "Fast Shipping" section of the website. If you will be required to pay sales tax on one or more items, you will be alerted during the Checkout process before you actually submit the order.
FAIR TRADE AND COMPENSATION OF ARTISANS
The purpose of NOVICA is to create a revolutionary system through which the artists and artisans of the world can display their fine works to a global audience of prospective customers. NOVICA does not charge artists any fees for listing their items on the website. Furthermore, artists remain fully independent--they are free to raise their prices, lower their prices, or remove their items from our website. By cutting out the long strings of middlemen, NOVICA allows both consumers and artisans to get the most out of each and every transaction. [click here to view how this is possible
COPYRIGHTS AND DISCLAIMERS
Restrictions on the Use of the Materials in Our Web Site:
The NOVICA website and all of its content are copyrighted materials, protected by United States and international copyright laws. The compilation of content on our website is the exclusive property of Novica United, Inc. and may not be used for any purpose other than browsing, shopping, and using the information provided for your own private use and entertainment. Additionally, the NOVICA name and logos are trademarks of Novica United, Inc. Note that any product, process or technology described in the website may be the subject of other intellectual property rights reserved by Novica United, Inc., and are not licensed herein.
You agree not to copy, reproduce, or modify any part of NOVICA.com. This restriction includes copying, reproducing, or modifying any names, trademarks and logos which NOVICA owns or has the right to use.
Site material, including pictures, product descriptions, site features, and artist biographies, may be downloaded onto one computer or printed out for personal, non-commercial use only, provided copyright, trademark, or other proprietary notices are not changed or deleted and, in the case of printing, that reproduction is not done in large quantities (defined as ten or more copies of a particular image, description, or biography). Any modification of the materials on our website or use of them for any other purpose will violate our intellectual property rights.
Everything you download--the software, images, and data--remains our property. We retain full and complete title to the software and to all associated intellectual property rights. Site material may not be redistributed or sold, nor may it be reverse-engineered, disassembled, or otherwise converted to any other form.
All digital images contained in this website are under license by Novica United, Inc. and are available to any person for the express purpose of viewing the website. No image or portion of any image may be reused without the express written consent of Novica United, Inc. and the individual artist. All physical artworks are owned solely by the individual artists and are subject to United States and international copyright laws. No artwork may be reproduced or replicated in part or in its totality without the express written consent of Novica United, Inc. and the individual artist.