Frequently Asked Questions

Welcome to Novtavo. We have gathered answers to common questions about our seasonal collections, ordering, shipping, and after-sales support to make your shopping experience as smooth as possible.

For personal assistance, please contact service@novtavo.com and include your Order ID whenever your question concerns an existing purchase.

Our Collections and Sizing

What can I find at Novtavo?

Novtavo offers women's autumn and winter fashion, including sweaters, knitwear, cardigans, trench coats, overcoats, plush outerwear, faux-fur coats, trousers, and casual jeans.

How do I select the right size?

Please refer to the size chart and garment measurements on each product page. Sizing can vary between styles, so comparing the listed measurements with a similar garment you own may help.

Will the color match the product photographs exactly?

We make every effort to present our products accurately. Slight variations may occur due to lighting, screen settings, and the natural texture of fabrics.

How should I care for my clothing?

Please follow the care instructions on the garment label or product page. Different materials may require different washing, drying, and storage methods.

Orders and Payments

Can I place an order without creating an account?

Guest checkout may be available, allowing you to place an order without creating an account.

Can I change or cancel an order?

Please contact us as soon as possible, preferably within 48 hours after purchase. We will try to help, but changes and cancellations cannot be guaranteed once order processing or dispatch has begun.

Which payment methods do you accept?

The payment options available for your order will be displayed at checkout. Availability may vary by destination.

What if I do not receive my order confirmation?

Please check your spam, junk, and promotional folders. If the confirmation is still missing, contact service@novtavo.com with the email address used during checkout.

Shipping and Delivery

How long does delivery take?

Our usual estimates are:

• Order processing: 1–3 business days

• Standard shipping: 7–14 business days after dispatch

• Estimated total: approximately 8–17 business days from payment confirmation

These are estimates, not guaranteed delivery dates. Please refer to our Shipping & Delivery Policy for full details.

Where do you ship?

We deliver to supported destinations listed at checkout. Availability may vary depending on your location and the products ordered.

How can I track my order?

Once your order has shipped, tracking information will be sent to the email address provided at checkout. Please allow time for the carrier to register the first tracking scan.

Can I change my shipping address?

Please email us as soon as possible, preferably within 48 hours after purchase. Address changes cannot be guaranteed once fulfillment or shipment has started.

What should I do if my package is delayed?

If your order has passed its estimated delivery window, contact us with your Order ID and tracking number. We will review the available information and help with the next steps.

Returns and Refunds

What is your return window?

Eligible voluntary returns may generally be requested within 30 days after delivery, subject to the conditions in our Return & Refund Policy.

Can I return an item that does not fit?

Yes, if the item meets the applicable return conditions. For ordinary returns, clothing should generally be unworn, unwashed, and in its original condition.

Who pays for return shipping?

Customers generally pay return shipping for change-of-mind returns unless otherwise stated or required by law. For faulty, damaged, or incorrect items, we will review the situation and explain the appropriate arrangements.

What should I do if my item arrives damaged or incorrect?

Please contact us promptly, preferably within 7 days after delivery. Include your Order ID, a description of the issue, and clear photos or videos where available.

How long do refunds take?

Approved refunds are generally processed within 5–10 business days. Your bank or payment provider may require additional time to display the funds.

Can I exchange an item for another size or color?

Please contact our customer service team. Exchanges depend on product availability and the applicable return conditions.

Privacy and Customer Support

How is my personal information handled?

Our Privacy Policy explains how information is collected, used, disclosed, and protected when you use our Website.

How can I contact Novtavo?

Email: service@novtavo.com
Telephone: +1 6014401058

We aim to respond within 24 hours on business days.

Business Information

Brand Name: Novtavo
Website: https://novtavo.com
Operated by: Foshan Nanhai District Qilinghui Trading Firm (Sole Proprietorship)
Business License Entity: Foshan Nanhai District Qilinghui Trading Firm (Sole Proprietorship)
Registered Address: Room 519, Jin'an Building, No. 20 Nanhai Avenue North, Guicheng, Nanhai District, Foshan, Guangdong, China