Frequently Asked Questions
DO YOU SHIP WORLDWIDE?
Yes, generally we ship worldwide. However, the following locations are excluded from shipping due to common shipping issues:
Aruba, Bahrain, Bolivia, British Virgin Islands, Caribbean Netherlands, Cayman Islands, Curaçao, Ecuador, French Guiana, French Polynesia, French Southern Territories, Guadeloupe, Guatemala, Guernsey, Heard & McDonald Islands, Isle of Man, Jersey, Martinique, Mauritius, New Caledonia, Niue, Réunion, Saint Kitts and Nevis, South Georgia & South Sandwich Islands, St. Kitts & Nevis, U.S. Outlying Islands, United States Minor Outlying Islands .
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you’ve placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox- so hold tight! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
WHAT IS THE PRICE OF SHIPPING?
The price of shipping within the US is US$4.95 per order and US$6.95 per order to other parts of the world. We do offer worldwide Free Shipping if your order is above $20, so make sure you take advantage of this special offer.
HOW DO YOU SHIP THE ITEMS?
We partner with different courier services to ship your order depending on your exact location. This is to achieve the optimal speed and make sure you receive your packages quickly and safely.
HOW LONG IS THE SHIPPING TIME?
The shipping time depends on your exact location. It usually takes only 5-14 business days for shipping to the US, UK, Australia, Hong Kong, and Europe and 8-20 business days to other locations.
HOW CAN I TRACK MY PACKAGE?
You will receive an email with the tracking information once your package left the warehouse. You may also use our tracking portal to track your package: https://www.eslipa.com/track-your-order/
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see an update within 48-72 hours after you received the tracking information. This time will allow the courier services to update the status of the order.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Tracking does not update in real-time so please do not be alarmed if you will not see any updates yet on the tracking. Most of the time, it updates once the package is tendered to your local courier.
There will also be times that your shipment may be delayed. Delivery time delays can be due to e.g. weather condition, pandemic, customs or backlogs. Rest assured that your order will be delivered to you.
DO I HAVE TO SIGN FOR THE SHIPMENT?
No, signing for shipments is not necessary.
ARE ITEMS CLEANSED AND BLESSED?
Yes, the items are blessed and cleansed before we send them to our dear customers. We also partner with global merchants and artisans in order to provide you high quality and authentic items.
WHERE ARE THE PRODUCTS MADE?
We source our products from reliable manufacturers all around the globe. Many products are made in Asian countries such as Singapore, China, HongKong and Japan – in the centers of spirituality and where the unique materials such as black obsidian and jade stones are to be found. Through factory inspections and production guidelines we ensure the highest quality of product and fair work conditions with all out partner factories.
ARE THE ITEMS GENUINE, NOT PLASTIC?
Yes, our items are genuine and of high quality and made of original materials.
WHERE ARE YOU LOCATED?
Our company headquarters is located in Hong Kong. In addition, our team members work from different locations worldwide. We are modern structured and allow remote work – therefore it is not uncommon that we respond to your emails late at night or even on weekends, because we simply love our jobs and enjoy dedicating our time to making our customers happy.
Our warehouses are located all around the nation. Most products are shipped from our manufacturer’s warehouses directly to you for the fastest shipping and best availability of products.
WHICH CURRENCY ARE YOU USING ON YOUR WEBSITE?
Our store can display multiple currencies for a better shopping experience. However, the checkout is in US Dollar by default. Your bank will convert the amount to your currency based on the current foreign exchange rate. You may see the equivalent amount by selecting your currency from the dropdown.
DO YOU ACCEPT CASH ON DELIVERY OR BANK PAYMENT?
We offer safe shopping and accept payment via Paypal and credit cards. Cash on delivery and bank payment is NOT available.
DO I NEED A PAYPAL ACCOUNT?
No, you may use Paypal but you can also just check out using your credit or debit card.
IS IT SAFE TO ORDER ONLINE?
You can be assured that shopping with Novu Design is safe. We’re a member of “Verified by Visa” and “Secure by MasterCard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit/debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.
WARRANTY & RETURNS
WHAT IF I NEED TO RETURN SOMETHING?
There is a full 30-day refund guarantee. If you don’t like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund. Contact us at [email protected] and we’ll help guide you through the process.
HOW DOES THE LIFETIME WARRANTY WORK?
The lifetime warranty can be added to products during checkout and covers the following: internal component damage, water damage, defectiveness, broken parts. The lifetime warranty does not cover normal signs of usage. The warranty is valid for one product.