FAQs

1. Where do you ship?

We currently only ship within the United States. Unfortunately, international shipping is not available at this time.

2. How long will my order take to arrive?

Orders are processed within 0–1 business day (Monday–Friday). Once shipped, you can expect delivery within 2–6 business days.

3. How can I track my order?

Once your order is shipped, you’ll receive a tracking number via email. You can click the tracking link in the email or use the number on the courier’s website for real-time updates.

4. What should I do if my order arrives damaged?

If your package is damaged, please email us at support@thenovaglow.store within 48 hours of delivery. Include your order number and photos of the damage so we can assist you with a replacement or refund.

5. What is your return policy?

We accept returns within 30 days of purchase. Items must be unused, in original condition, and in their original packaging. Be sure to include your order confirmation or packing slip with the return.

6. How do I start a return?

To initiate a return, email us at support@thenovaglow.store. Once approved, we’ll provide a Return Authorization number, instructions, and a return shipping label.

7. Do I have to pay for return shipping?

Customers are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping method.

8. When will I receive my refund?

Once we receive and inspect your return, we’ll notify you via email. If approved, your refund will be processed to your original payment method within 15 business days.

9. Is it safe to shop on your website?

Yes, absolutely. Our site uses 128-bit SSL (Secure Sockets Layer) encryption to ensure your personal and payment information is protected during every transaction.

10. What payment methods do you accept?

We accept a wide range of payment options, including:
Visa, Mastercard, Maestro, Discover, American Express, Union Pay, Diners Club, ELO, PayPal, Shopify Pay, Apple Pay, and Google Pay.

11. Do you store my payment information?

No, we do not store any payment data. Your card details are fully encrypted and processed securely through PCI-compliant payment gateways. We only see your billing and shipping details, order info, and the last 4 digits of your card.

12. What does PCI compliance mean?

Being PCI DSS compliant means we meet the industry’s highest standards for secure card transactions, protecting you from fraud and keeping your information safe at all times.

13. How can I contact customer support?

Company Name: The Nova Glow

Phone: +44 2034320520

Email: support@thenovaglow.store

Address: 20 Woodside Close, Wembley, HA01UJ, UK

Customer Service Available Monday to Friday 9 am to 6 pm GMT