FAQ - Frequently Asked Questions

⏳ What are the delivery times for your products?

We process all orders within 24 to 48 hours (preparation, packaging and shipping).
Next, the average delivery time is 6 to 10 working days for France and Europe.
For other destinations, this can vary between 8 and 15 working days .

👉 You will receive a tracking number by email as soon as your order is shipped.

🌍 Do you deliver worldwide?

Yes ✅ We ship worldwide .

  • France & Europe : 6 to 10 business days

  • North America : 8 to 12 business days

  • Asia / Oceania / Africa : 10 to 15 business days

📦 Where do you ship your products from?

  • Our offices are based in Bordeaux, France .

  • Our products are shipped from our international warehouse in China , which allows us to offer a wide selection of models and always have stock available.

🔎 Do you provide tracking information?

Yes. Each order has a unique tracking number .
You will receive it within 2 to 3 business days following your purchase by email.
👉 If you haven't received it, write to us at support@try-novara.com with your order number.

📦 Why are some items in my order being delivered separately?

If your order contains multiple items, it is possible that:

  • The products come from different warehouses .

  • or that they be shipped at different times (depending on availability).

Don't worry, you will receive all your items .

❌ What should I do if I received a defective or damaged item?

We sincerely apologize 🙏.
Send a photo of the product in question to support@try-novara.com with your order number.
👉 We will send you a new item at no extra cost or find a suitable solution (refund, credit note, etc.).

📍 Where are you located?

  • Headquarters: Bordeaux, France

  • International Warehouse: China
    This allows us to ship both to France and the rest of the world quickly.

⏳ I still haven't received my order, what should I do?

Sometimes, delays can occur due to:

  • customs,

  • the carriers,

  • or strong demand for certain products.

👉 If more than 15 business days have passed, contact us immediately at support@try-novara.com We will investigate with the carrier and find a solution (replacement or refund).

⚡ Helpful tip: For any questions about your order, please have your name, order number and email address used when making the purchase ready so that we can respond to you more quickly.