FAQs

I need to contact customer service - how do I do this?
Customer service enquiries should be emailed to - info@novaraclothing.co.uk or you can message us on Facebook 
 
For Returns & Refund Enquiries
Please email returns@novaraclothing.co.uk. Please note that if you are speaking about an existing order, include your order number so that we can resolve your query as quickly as possible. 
 
You can also message us on Facebook at https://www.facebook.com/Novara-Clothing-Ltd-295514517822464/
 
Where can I find my order number?
A confirmation email will be sent to you when you complete your order. This outlines your order and the order number. 
 
Please always quote your order number when contacting us.
 
How long will my order take to arrive?
Most orders will be shipped within 1-3 business days (Monday-Friday).
 
Once you receive your dispatch email they are sent by Royal Mail Second Class service, which usually arrives in 1-3 business days. Please note that once they leave us they are in Royal Mails hands. 
 
My order has not arrived what should I do?
If your order has not arrived within a reasonable amount of time (max 10 working days) please make us aware and we will check the status of your order.
 
If the order has been shipped and lost in the post, we cannot make a claim with Royal Mail until 10 days from postage date.  Please contact us in this event as we are happy to help you. 
 
How much is shipping?
Shipping is £2.99 per order.

The item I want isn't in stock, what should I do?
If items are listed as "out of stock", this means that we do not have them to sell. We carefully monitor our stock levels, so unfortunately there is nothing we can do.
 
We are a small, new business and have a very limited volume of stock. To ensure that you are able to get the leggings you want please make sure to follow us on social media for announcements of new stock & updates.
 
Of course, we love to hear your feedback, so please let us know if there is a design that you love and want more stock and we will see what we can do.

What sizes do you stock?
We are committed to catering for a wide range of women and so we stock sizes 8-26 (UK). Currently we have 5 sizes to cover this (S, M, L, XL and XXL). Please see the sizing chart below to ensure you choose the right size.
 
Why aren't the leggings available in my size?
We stock a range of leggings from size 8-26 (UK). If items are not available in your size, it is most likely that we have sold out. Keep an eye on our website and social media pages to see updates and get your favourite design.
 
Your leggings don't fit me properly, what should I do?
Before buying our leggings please first use our sizing chart to ensure you order the correct size.
 
When you receive your leggings and try them on and they do not fit, please contact us at refunds@novara.co.uk quoting your order number and we will do everything that we can to exchange your items for a different size.

I am not happy with my order, can I return or exchange it?
Of course you can, we have a 28 day returns policy from shipping date. If you are not completely satisfied with our products you can return them to us, as long as it is within 28 days from the shipping date.
 
All returned items must be inclusive of the tag on the inside & unworn. 
 
Shipping / handling charges are non-refundable, except in the case of faulty items. 
 
You have 40 days to make us aware of any faulty items from our shipping date. After this it is considered to be wear & tear and not a manufacturing fault.
 
Please fill in the forms enclosed with your orders.
 
If this is lost please send to:
 
4 Ammonite Drive
Needham Market
Ipswich
Suffolk
IP6 8FJ
United Kingdom
 
Please also email us at returns@novaraclothing.co.uk so that we can ensure you receive a quick refund. 
 
If your item is faulty or you need to discuss your refund or exchange, please contact us as soon as possible on returns@novaraclothing.co.uk including your order number.
 
For anything else customer service related please email us on info@novaraclothing.co.uk and we will help you as quickly as possible.
 
How long do refunds take?
When items are returned to us, we aim to deal with them the next business day. However at peak times this may take up to 5 working days. 
 
If you are concerned and haven't heard from us, please contact us and we will let know what is happening. 
 
My items are faulty, what should I do?
Please contact us as soon as possible on returns@novaraclothing.co.uk and send us pictures too, so that we are able to deal with this issue as quickly as possible. 
 
Please note, you have 40 days from shipping date to make us aware of any faults on your items. Anything after this is considered to be wear & tear and not a manufacturing fault.
 
How do I wash my leggings?
All leggings should be washed at 30 degrees Celsius and hung to dry to keep them looking their best.
 
We do not advise drying them in the dryer as this will alter the quality of the leggings. Also we do not advise to use fabric conditioner.
 
The product I have received looks different in colour to the website.
We would like to remind all customers that actual colours of garments may vary slightly in manufacturing and how they look on a computer, phone or tablet screen. Our designs are printed onto the fabric so can differ from images. We try our best to show them as they are but please be reminded that they can look slightly different. 
 
If you really are not happy about how they look then we will be happy to offer you a refund / exchange as long as they are still within our 28 days returns policy, with the tags on the garments and unworn. Please email us at returns@novaraclothing.co.uk with your order number.