Frequently asked questions (FAQ)
Shipping & Delivery
Where can I have my order delivered?
Here you can browse a list of the countries and regions served by each of our websites.
What are your delivery times and charges?
For the US, we offer complimentary standard delivery (2 to 4 working days) on all orders of $100 or more.
Our warehouse needs 1 to 2 working days to process orders. Delay may occur in highly sensitive seasons (such as during the Christmas period: we suggest placing your orders in advance).
Do you offer an express shipping service?
Yes, we do offer an express shipping service for all orders that are urgently required, providing a 1-2 working days delivery. Extra charge varies according to the final destination.
How is my order packaged?
Your order will be shipped in a protective box. Your products will be carefully placed in the box, properly protected by folded recycled paper. During the checkout, you can also purchase gifting options for your order.
Our gift box has a cost of $6.50.
What happens if I am not at home when the delivery is made?
If you are not at home when the delivery is attempted, you will then receive a notification via email or sms, inviting you to collect your parcel at a collection point. Some carriers will also offer to reschedule the delivery.
Where do you ship my order from?
All our Standard and Express delivery orders are shipped from Italy for Europe and UK, and from US for USA and Canada. Your packages will be delivered in 2-4 business days if you choose Standard Delivery and within 1-2 business days if you choose Express delivery.
It seems that my order has been delivered but I have not received my parcel. What should I do?
If the tracking of your package indicates that you order has been delivered, but you have not yet received it, please contact our Client Service at the following email address clientserviceusa@smnovella.com.
There is an item missing from my parcel. What can I do about it?
If a product is missing from your package, we invite you to contact our Client Service at clientserviceusa@smnovella.com and indicate your order number. A team member will then be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you
I had the wrong item delivered to me. What can I do about it?
We invite you to contact our Client Service team with your order number at clientserviceusa@smnovella.com. Our team members will be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you.
What should I do if my product is faulty, broken or damaged?
If you notice that one of your products has a defect or is damaged, we invite you to contact our Client Service team with your order number at clientserviceusa@smnovella.com. Our team members will be happy to assist you with your query. Please include photos from your package in your email, in order to make the process faster and find the best solution for you.
Which countries do you ship to from this website?
Please browse the countries to which we ship to at this link.