FAQs

Below are answers to the questions we hear most often. If you can't find what you need, email us any time at support@nuovivo.store.

Orders & Payment

What payment methods do you accept?
We accept the payment options shown at checkout. All payments are processed securely.

Can I change or cancel my order?
Email support@nuovivo.store within 12 hours of placing your order and we will do our best to make changes or cancel it. Once an order has entered processing or been dispatched, it can no longer be changed, but you may return it under our Refund Policy.

Shipping & Delivery

How long will my order take?
Orders are processed within 1–2 business days and typically arrive within 7–14 business days of dispatch. See our Shipping Policy for full details.

How much is shipping?
Shipping is calculated at checkout based on your order and destination. We offer free standard shipping on orders over £50.

Do you ship internationally?
Yes. Any import duties or taxes on international orders are the responsibility of the recipient.

How do I track my order?
Once your order ships, we email you tracking details. You can also use our Track Order page. Tracking can take up to 48 hours to update after dispatch.

Why did my order arrive in multiple packages?
Orders with several items may ship separately and arrive at different times, each with its own tracking number. The rest of your order is still on its way.

Returns & Refunds

What is your return policy?
You have 30 days from delivery to request a return on unused items in their original packaging. See our Refund Policy and Return Policy.

My item arrived damaged or faulty — what do I do?
Email support@nuovivo.store within 48 hours of delivery with photos or a short video, and we will arrange a free replacement or full refund.

When will I get my refund?
Approved refunds are processed to your original payment method within 5–10 business days after we receive and inspect your return.

Contact

Still have a question? Email support@nuovivo.store. We respond within 24 hours, Monday to Friday (9:00 AM – 5:00 PM GMT).