Update Your Order Information – Novilla

It's very important to have correct order information on file. Incorrect data may cause great hassles for both of us and sharply increase the order processing costs. Please contact us right after you notice there is any incorrect information, we will always try our best to get it corrected. However, please kindly note that not all such issues can be corrected as it is very time-sensitive.

This instruction is to let you, our valuable customers, know the processes we use to deal with requests on order information updates or changes. We hope it makes our update procedures more understandable and easier for both of us.

Guides

You may contact us to update the following fields. Please kindly understand that the situation varies for each order. In case you need to update any fields, please contact us as quickly as possible.

Address & Consignee
Email address & Phone Number
Item Quantities and SKUs
Shipping Methods & Couriers
Payment Methods
Delivery Time

Address & Consignee

The address and consignee can be updated only if at the time we reply to your message the order has not been shipped yet. We are unable to change the address or receiver's name once the order is shipped. Then what should we do when the order is shipped but the address needs to be changed? The answer is quite different. You may pick up the item at the original shipping address, or have some pick it up for you.

Email address & Phone Number

The email address or phone number can be updated at any time as this is not related to the shipment.

Item Quantities and SKUs

You may want to add to your orders more items, either a different item or more quantities to the existing item you purchased; you may also want to delete some items from your order. You can place a new order whenever you wish to add more items to your orders as this is the easiest way to purchase more items. Of course, you can contact us to pay manually and offline to add more items. If you want to delete some items from your order, please make sure the order has not been shipped yet. Once being marked shipped, the quantities or SKUs can no longer be changed. However, we can still arrange an exchange or return for you.

Shipping Methods & Couriers

You may want to use a courier that the service is the best kind in your area. We for the moment use FedEx and UPS for our shipping services. We may choose the courier you selected if it is FedEx or UPS. We cannot change to any couriers other than FedEx and UPS. We always cooperate with UPS and FedEx to deliver packages to you in a safe and quick manner.

Payment Methods

Some buyers may contact us to change their payment methods. We have no way to change the payment methods at all. If you wish to change the methods you used to pay for your order and it is very very important for you, please request cancellation of this order before it gets shipped. Please refer to ORDER CANCELLATION for more details.

Delivery Time

We believe we share the same thoughts about the delivery time. We strive to make the ETA accurate. However, the delivery time, due to the size and weight of our products, cannot be specified or scheduled. Please contact our Customer Care Team in case you have any issues with the delivery time. Of course, you are able to trace your items with the tracking numbers we updated to your orders.

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