01 How we ship
Orders are fulfilled by Amazon through its Multi-Channel Fulfilment (MCF) network. The moment your payment is confirmed, your order is routed to an Amazon fulfilment centre within the EU, where it's picked, packed and handed to a carrier — the same logistics that power Prime, applied to orders placed directly with NOVO.
That means professional packaging, reliable carriers and end-to-end tracking on every order, without the long lead times of direct-from-factory shipping.
Because we ship from fulfilment centres inside the EU/EEA, there are no import duties or customs charges on orders delivered within the single market.
02 Delivery times & cost
Standard shipping is free on every order across the regions below. Estimated transit times are business days (Monday–Friday, excluding public holidays) and begin once your order is dispatched.
Delivery estimates are provided by the carrier and may vary during peak periods, promotions and around public holidays. Remote or island destinations can take a little longer.
03 Order processing
Orders placed before 13:00 CET on a business day are typically dispatched the same or next business day. Orders placed over the weekend or on a public holiday are processed on the next business day.
You'll receive an order confirmation by email as soon as your payment is captured, followed by a dispatch confirmation with tracking once your parcel leaves the fulfilment centre.
04 Tracking your order
Every order ships fully tracked. Your dispatch email includes a tracking link and the assigned carrier, which varies by destination. Tracking can take a few hours to become active after dispatch.
If your tracking hasn't updated for more than three business days, or your estimated delivery date has passed, get in touch and we'll chase it for you.
05 Customs & duties
All orders ship from within the EU/EEA. For deliveries inside the single market, prices include VAT and there are no additional customs fees, duties or import charges on arrival.
We currently ship to addresses within the EU and EEA only. If you'd like to order from outside this region, contact us and we'll let you know what's possible.
06 Address & changes
Need to correct a delivery address or cancel an order? Because orders move into fulfilment quickly, we can only make changes before dispatch.
- Contact us as soon as possible with your order number — ideally within a few hours of ordering.
- Once an order has been dispatched it can't be redirected, but you can refuse delivery or return it under our returns policy.
- If a parcel is returned to us as undeliverable, we'll contact you to arrange reshipment or a refund.