Frequently Asked Questions

What products does the store focus on?

Nova is a contemporary online grocery retailer offering 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.

Is shipping free?

Yes. Qualifying orders are eligible for free shipping, as indicated during checkout. Most orders are dispatched within 1–2 business days, with an estimated delivery time of 2–4 business days. Please note that delivery estimates are not guaranteed and actual transit times may vary. Under UK law, we are required to deliver within 30 days unless otherwise agreed; if we fail to meet this, you may be entitled to a refund.

Can I return an item if I change my mind?

Under UK law (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 without providing any reason. 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.

Additionally, if an item is faulty, damaged, misdescribed, or not fit for purpose, you are entitled to request a full refund within 30 days of delivery under the Consumer Rights Act 2015. After 30 days, you may still qualify for a repair, replacement, or partial refund depending on the circumstances.

Please note: we do not accept change-of-mind returns beyond the statutory 14-day cooling-off period, and we do not accept no-reason returns after that time.

What should I do if my item arrives damaged?

Contact us as soon as possible with your order number, the email address used at checkout, clear photos or video showing the damaged product, and images of the packaging. Please keep the item and all packaging materials until we have completed our investigation. We will look into the matter and arrange a refund, replacement, or other suitable resolution.

Which payment methods are accepted?

We accept Credit and Debit Card payments through our checkout, including Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover where available.

How do I contact support?

You can reach us through any of the following channels:

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