Contact Us

About Nova

Nova is a contemporary online grocery retailer delivering a broad selection of food, beverages, snacks, household staples, personal care products, and cleaning essentials. We focus on everyday value and dependable service for all our customers.

Before You Contact Us

To ensure we can handle your request efficiently and accurately, please gather the following details in advance:

For order-related issues: have your order number and checkout email address on hand.
For delivery queries: include your tracking number if available.
For damaged, faulty, incorrect, or misdescribed goods: attach clear photos or a video showing the product and its packaging.
For data privacy requests: specify which right you wish to exercise (e.g., access, correction, deletion) and supply sufficient information to verify your identity.

Response Time

We strive to reply to all inquiries as quickly as we can. However, during public holidays, peak seasonal periods, courier investigations, payment verifications, or cases requiring additional documentation, our response may take a little longer. We kindly ask for your understanding.

Return and Refund Requests

Your UK statutory rights:

Under the Consumer Rights Act 2015, if an item is faulty, damaged, misdescribed, or not fit for purpose, you are entitled to a full refund within 30 days of receipt. After 30 days, you may still qualify for a repair, replacement, or partial refund depending on the specific situation.
Under the Consumer Contracts Regulations 2013, you benefit from a 14-day cooling-off period starting from the day you take delivery of your goods. During this window, you may cancel your order for any reason without providing justification. Return postage will be your responsibility, and we will issue a refund for the full purchase price (including standard delivery fees) within 14 days of receiving your cancellation notice.

All refund and return requests must comply with our complete Refund Policy and be submitted within the relevant deadlines.

Official Communication Channels

For formal assistance, please use the contact methods listed below. Messages sent through unrelated social media profiles, comment sections, review sites, or third-party platforms may not be recognised as valid support requests. For urgent matters, we recommend contacting us by email or phone.

Customer Support Contact Details

Website: nova-1.shop
Email: support@nova-1.shop
Mailing Address: Flat 3, 14 Florence Road, London, W5 3TX, United Kingdom
Phone: +44 7719 710945