Delivery Information

Shipping

The shipping fee generated by the order will be displayed on the checkout page.

We process orders between Monday and Friday. Please note that we don't ship on weekends.

If you need to change or cancel your order, please contact us immediately. Once your order has been processed, we will be unable to make any changes.

We cannot guarantee Saturday delivery. You will receive a confirmation e-mail with the tracking link once your order ships. Please allow up to 48 hours to receive this shipping confirmation e-mail. We cannot be held accountable for any delays caused by the courier.

If you require add-on shipping services such as a "Signature Required" please make sure to select the appropriate option at checkout. If there is no one available please contact us before placing your order.

Delivery times are based on average estimates provided by the courier and we cannot guarantee these. For international orders, delivery times will depend on how efficient your country’s customs agents are, and can be delayed if there is a backlog at your countries particular postal processing centre - this is outside of our control. If you are experiencing issues with your shipment, please send an email to [email protected] and we will be happy to assist you in any way that we can.

Please also note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.

Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (a work address or a friend's address).

If any issues come up regarding the shipment of your order, please send an email over to [email protected] and we will come back to you as quickly as possible. Once your order has been dispatched, Noviastone is not responsible for any losses or damages. It’s the customer’s responsibility to follow the tracking information provided and contact the United States Postal Service, DHL, or your local courier, to monitor the delivery of your purchase. We will help you in recovering an item to the best of our abilities, but, unfortunately, we are unable to provide a replacement or refund until the item is returned successfully or confirmation that the item is being returned can be provided. 

Any issues with shipping must be reported to us within a reasonable timeframe (7 days for US based orders, 16 days for international orders).

You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 24 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 2 days for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

Returns & Exchanges

Your right of retraction

We guarantee total customer satisfaction. If you are not completely satisfied with your online purchase, you may return unused merchandise in its original box provided you meet the rules described hereafter. You have the right to retract the sale agreement at any time up to 16 calendar days from the delivery date. Personalised items are not included in your right of retraction.

All items must be returned unused, with authentic labels, user instructions, guarantee leaflet and other hangtags and wrappings, and in original packaging. You are responsible for returning the products to us as soon as possible. If goods returned under your right of retraction are not in a re-sellable condition, we will not accept your return.

To exercise your right of retraction, please follow the return procedure set out below:

Return instructions

1.Please complete the return form.Within 3 - 5 business days we will e-mail you a return label, a return number, and further instructions on how to finalize your return.

2.Pack the item to be returned (only unused items, with authentic labels, use instructions, guarantee leaflets and other hangtags and wrappings) in its original carton to prevent damage while in transit.

3.Please print the return label and tape it on your return package. The return label will comprise all required data like your name; your address and the return address; your phone number; item number and/or description of item being returned; and the return number.

4.Please carefully read the return instructions and contact our express courier UPS for pick up as indicated in the return instructions. You must organize the pick up by our express courier within 7 calendar days from the date we sent you the email with the return label, the return number and the return instructions.

5.Provided you have respected all the above return requirements, we will issue you a refund of the purchase price, including standard shipping cost (if applicable). The refund will be issued to you within 16 days of receiving your return form.

6.In the event you have not respected all return requirements, we will advise you by email the reasons why we cannot approve your return within 16 days.

Defective product, damaged product or product lost in transit and wrong delivery.

You must check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, please follow the returns procedure within 24 hours, described under "Your right of retraction".

Faulty goods or goods being returned due to an error on Samsonite’s part will also refund any cost incurred in returning the item. Subject to availability, we will send you a new Shipping Notification Email and we will automatically and immediately ship the correct replacement product at our own expense.

If you have any questions, please Contact Us at [email protected] .