FAQs

Have questions about your order?
First, check out our FAQs below, where you'll find answers to the most frequently asked questions. Can't find the answer? Contact us – you'll find our contact details at the bottom of the page.

1. How long does delivery take?
Delivery time = processing time + shipping time

  • Order processing time: 1–2 business days (Monday–Friday)

  • Shipping time: 4–6 business days (Monday–Friday)

  • Total delivery time: 5–8 business days

Order deadline: 5:00 PM (GMT) Greenwich Mean Time (London)

2. What are the shipping costs?
To improve your shopping experience, NovaHear offers free shipping within United Kingdom.

3. Do you ship internationally?
We currently only ship within United Kingdom.

4. What is your return policy?
We have a 30-day return policy. You have 30 days from the date you receive your order to request a return.

5. How do I return a product?
Contact our customer service at  support@novahear.com
Please include your order number and the reason for the return in your message .

6. Can I exchange a product?
We only exchange damaged or defective products.
If you would like to receive the same product again, please contact us to arrange an exchange.

7. Can I cancel or change my order? You can change
your delivery address by contacting us within 24 hours of placing your order. Once your order has been shipped, it is no longer possible to change the address.

The following conditions apply: 24 hours after placing the order or until dispatch – whichever comes first.

Please note: The customer is responsible for entering the delivery address correctly.

8. What payment methods do you accept?
We accept the following payment methods:

  • Visa
  • Maestro
  • MasterCard
  • Amex
  • Discover
  • Diners Club
  • UnionPay
  • elo
  • Shop Pay
  • Google Pay

9. What if my order arrives damaged?
If you suspect your shipment was damaged during transit, please report this within 3 business days of receiving your package.

We may request photos as evidence to process your complaint.
After review, we will offer you an appropriate solution: compensation, refund, or credit .

10. How can I track my order?
You can track your order using the track & trace number you receive by email.
Visit our order tracking page to check the delivery status.

11. How can I contact you?

Shop name: NovaHear

Company Name: MELUSIS LTD

Company Reg No: 13058372

Phone : +44 73670 66802

Email: support@novahear.com

Address: 2nd Floor College House 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom

Customer Service: Monday to Friday from 9am to 5pm.

We will do our best to answer your email within 1-2 days