Refund policy
Last Updated: June 18, 2026
At novia fine, your happiness with every piece matters. If something isn't quite right, we've built our return process to be simple, fair, and stress-free — because you deserve to feel confident about every order.
Order Changes & Cancellations
Every novia fine piece is made to order — production begins shortly after you purchase. You can change or cancel your order within 12 hours of placing it by emailing support@noviafine.com with your order number. Once production begins, orders can no longer be modified or cancelled — but our 30-day return window below still applies after delivery.
30-Day Return Window
If you're not completely happy with your order, you can return it within 30 days of delivery. Whether the sizing wasn't quite right or you've simply changed your mind, we're here to help.
To qualify for a return, items must be:
- Unused, unworn, and unwashed
- In original condition with all tags and packaging intact
- Accompanied by your order number (your confirmation email works perfectly)
Returns on Made-to-Order Items
Because every novia fine piece is produced specifically for you after you order, our returns work a little differently — but they still work.
- Standard items — fully returnable within 30 days if the conditions above are met
- Personalized or custom-text items — final sale. Because these are produced specifically for you with custom details, we can't accept returns or exchanges unless the item arrives damaged or incorrect
How to Start a Return
Starting a return is simple:
- Email us at support@noviafine.com with your order number and reason for return
- Our team will respond within 24 hours with return instructions and a return address in Toronto
- Pack your item securely with all original tags and packaging
- Ship it back using your preferred carrier (we recommend tracked shipping)
Exchanges
Need a different size or color? Exchanges follow the same 30-day window as returns. Email us with your order number and the new size or variant you'd like, and we'll guide you through the swap.
Once we receive your returned item, your replacement is made fresh for you — production takes 6–9 business days, then it ships from our production studio in Montréal with tracking.
Refund Process & Timing
Once we receive your return and confirm the item meets our return conditions:
- Processing on our end: 3–5 business days
- Bank or card processing: An additional 5–7 business days, depending on your financial institution
- Refunds are issued to your original payment method
- You'll receive a confirmation email once your refund has been processed
Total time from when we receive your return to when funds appear in your account is typically 7–12 business days.
Return Shipping Costs
- We never charge restocking fees
- For change-of-mind returns or exchanges, return shipping is the customer's responsibility
- For damaged, defective, or incorrect items, we cover all return shipping costs
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, we'll make it right — fast.
Please contact us within 7 days of delivery at support@noviafine.com with:
- Your order number
- A clear photo of the issue
- A brief description of the problem
We'll respond within 24 hours with a resolution — typically a free replacement or full refund, your choice. No need to return the damaged piece in most cases.
Items That Cannot Be Returned
For hygiene, safety, and customization reasons, the following items are final sale:
- Personalized items with custom text, names, or dates
- Items marked as "Final Sale" at the time of purchase
- Gift cards
Items damaged due to wear, washing, or improper care are not eligible for return.
Need Help?
If you have questions about a return, refund, or exchange, our team is here to help.
Email: support@noviafine.com
Mailing Address: 52 Churchill Ave, Toronto, ON, M6J 2B4, Canada
Hours: Monday – Sunday, 8:00 AM – 6:00 PM EST
Response Time: Within 24 hours
At novia fine, every part of your experience — from browsing to returns — should feel effortless. Simple, fair, and built around you. That's our promise.