FAQ

Response Time

We prioritize responding to messages and emails in the order they're received and typically reply within 24 hours.

Can I Update My Delivery Address After Ordering?

We pack and ship orders within 24 hours, so changing the address may not always be possible. If you notice an error, email us immediately with your name and order number, and we’ll try to update the address. However, we can't guarantee changes once the package leaves our warehouse.

Order Processing Time

Orders are processed within 1-3 days, depending on the current volume.

Shipping Information

Our warehouse ships orders Monday through Friday, excluding major holidays. It takes 1-3 days to prepare your order, and the transit time is 7-14 days.

Multiple Packages

Large orders may be shipped in multiple packages that may arrive 1-2 business days apart.

Out of Stock/Backorder Items

If an item is out of stock, we’ll notify you via email with the expected shipping date. If it isn't restocked within two weeks, we will automatically refund your purchase.

Updating Your Address

For address corrections, email us as soon as possible with your name and order number. We'll attempt to update the address before shipment but can't guarantee changes once the package has left our warehouse.

Received a Damaged Item?

If your item arrives damaged, please contact us with your name and order number for assistance.

Tracking Your Order

Use the "Track My Order" link on our homepage or main menu and enter your tracking number. Contact us if you need further assistance.

Tracking Number Issues

Tracking numbers often work only for domestic orders. If your tracking number isn’t working, contact us so we can ensure your items were shipped correctly.

Missing or Damaged Items

If an item is missing or damaged, contact us immediately to resolve the issue. Our 30-day money-back guarantee covers issues if you contact us within this period. Reach us via the 'Contact Us' tab or email info@nouvelle-london.com.

Return Conditions

Products must be returned in their original condition and packaging.

Shipping Costs for Returns

We cover return shipping for defective products. For other returns, including complaints, you are responsible for return shipping costs.