Frequently asked questions (FAQ)

We're glad you're connected! Do you have a question about your order to Canada or the UK? First, read our FAQ below, which contains frequently asked questions. Can't find the answer? Feel free to contact us at the bottom of this page.

1. How long does shipping take to Canada and the UK?

  • Delivery time = order processing time + order shipping time
  • Order processing time: 1-3 business days (Monday to Friday)
  • Canada order delivery time: 12-17 business days (Monday to Friday)
  • United Kingdom order delivery time: 8-14 business days (Monday to Friday)
  • Canada total delivery time: 13–20 business days (Monday to Friday) | Express: 7–14 business days
  • United Kingdom total delivery time: 9–17 business days (Monday to Friday) | Express: 5–11 business days
  • Order deadline: 14:00 EST (GMT-5:00) Toronto / 19:00 GMT London

2. How much does shipping cost to Canada and the UK?

To enhance your shopping experience, Novaesta proudly offers free shipping to both Canada and the United Kingdom. However we do offer Express Shipping to both Canada and the United Kingdom with a flat rate of 9.95 CAD and 8.00 GBP

3. Do you ship internationally?

Currently, we ship to Canada and the United Kingdom.

4. What is your return policy for Canadian and UK orders?

We have a 30-day return policy for customers in Canada and the UK. You have 30 days from the date you receive your order to initiate a return.

5. How do I return an item from Canada or the UK?

Send an email to our customer service team at support@novaesta.com. Please include your order number and the reason for your return. We will provide you with return instructions for shipping from your country.

6. Can I exchange an item?

We do not accept exchanges at this time for orders to Canada or the UK.

7. What payment methods do you accept for Canadian and UK customers?

We accept the following payment methods in Canada and the UK:

  • Shop Pay
  • PayPal
  • Google Pay
  • Apple Pay
  • Visa
  • Maestro
  • MasterCard
  • American Express
  • UnionPay

8. What happens if my order arrives damaged in Canada or the UK?

If you receive a defective product in Canada or the UK, we will replace it free of charge. Please report this within 30 days of receipt and return the product according to the return procedure. We will cover return shipping costs for defective items.

9. How can I track my order to Canada or the UK?

You can track your order using the tracking number you received by email. Complete the tracking on our tracking page to see the status of your delivery.

10. Will I have to pay customs duties or taxes?

Canada: As the importer of record, you may be responsible for customs duties, GST (5% federal), PST, HST, and any brokerage or clearance fees assessed by Canadian customs. These fees are determined by the Canada Border Services Agency and vary by province and product value.

United Kingdom: As the importer of record, you may be responsible for UK customs duties, VAT, and any handling or clearance fees. These charges are determined by HMRC (His Majesty's Revenue and Customs) and depend on the product value and type. Post-Brexit, goods entering the UK from outside the country may be subject to these charges.

11. How can I get in touch with your customer service team?

Brand Name: Novaesta
Email Address: support@novaesta.com
Phone Number: +447853785319
Registered Address: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom

Company Name: Venti Brands LTD
Company Number: 16511561

Customer Service Opening Hours:

Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday and Sunday: closed

We typically respond to emails within 24 hours on business days.