Shipping Policy

Overview

Nova provides free shipping for qualifying orders placed through our website. This Shipping Policy outlines our standard handling procedures, delivery timeframes, address responsibilities, and guidelines for delays on orders containing groceries and household goods, including fresh food, beverages, snacks, daily essentials, personal care items, and home cleaning supplies.

We are committed to delivering your orders reliably and within a reasonable timeframe. This policy does not affect your statutory rights under UK law.

Order Processing Time

Orders are typically reviewed, packed, and prepared within 1–2 business days after confirmation. Processing may take longer during peak seasons, holidays, payment verifications, inventory checks, address confirmations, severe weather, or other circumstances outside our normal operations. Should significant delays occur, we will notify you as soon as possible.

Delivery Time

Once your order leaves our fulfilment centre, the estimated transit time is generally 2–4 business days. Please be aware that delivery estimates are not guaranteed, as carriers may experience route adjustments, weather disruptions, service interruptions, high-volume periods, or tracking delays.

Under the Consumer Rights Act 2015, unless we have agreed otherwise with you, we must deliver the goods without undue delay and, in any case, no later than 30 days after the day the contract is formed. If we fail to deliver within this period, you may have the right to cancel the contract and receive a full refund.

Free Shipping

Free shipping is applied to eligible orders as indicated at checkout. If you request expedited shipping, address corrections, return shipping, or any other non-standard delivery service, additional charges may apply. Any such fees will be communicated to you before fulfilment.

Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address, email address, and phone number when placing your order. We are not liable for delays, failed deliveries, returned packages, or lost items caused by incomplete, incorrect, inaccessible, or outdated address information you have provided.

If you realise you have entered an incorrect address after placing your order, please contact us immediately. We will do our best to update the address before dispatch, but we cannot guarantee changes once the order has been processed.

Tracking and Delivery

When tracking is available, we will send you the tracking information after your order has been dispatched. Please allow 24–48 hours for the carrier's tracking status to update after the label has been created.

Important: Under the Consumer Rights Act 2015, we remain responsible for the goods until they come into your physical possession. If a package is marked as "delivered" by the carrier but you have not received it, please contact us promptly so we can investigate with the carrier.

Lost, Delayed, or Damaged Packages

If your package appears to be lost, is significantly delayed, or arrives damaged, please contact us as soon as possible with your order number and any relevant carrier details. For damaged items, please keep the item and all packaging, and provide clear photos so we can assess the issue under our Refund Policy.

If we fail to deliver the goods within the required timeframe, you may:

Treat the contract as ended and receive a full refund without undue delay, or
Specify a new reasonable period for delivery

This does not prevent you from pursuing other remedies available to you under UK law.

Shipping Restrictions

Some addresses, regions, products, or delivery methods may not be available. We currently ship to addresses within the United Kingdom. We may cancel or modify an order if shipping cannot be completed safely, legally, or commercially using available carriers.

We do not deliver to PO Boxes, military addresses, or certain remote locations. If you are unsure whether we deliver to your address, please contact us before placing your order.

Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days from the day you take physical possession of the goods. If you wish to cancel, you must inform us of your decision within this period.

You will be responsible for the cost of returning the goods unless we have agreed to cover these costs. We will reimburse all payments received from you, including standard delivery charges, within 14 days of being informed of your cancellation.

For more information on returns and cancellations, please see our Refund Policy.

Contact for Policy Questions

If you have any questions about this policy or your order, please get in touch using the details below. For order-related queries, please include your order number so we can assist you more quickly.

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