F.A.Q

Frequently Asked Questions

COMPANY INFORMATION

We know that the safety of your personal information is extremely important, and use state-of-the-art fraud detection software to protect all of your personal data and credit card information. We even go one step further and manually verify the legitimacy of all orders placed with us. For more information about how we keep your info safe, check out our Privacy Policy.

Novistelle is here on the web, so all orders are available by delivery only.

ORDERING

We use your info to fulfill your order accurately and quickly, and to improve your shopping experience. We respect your privacy and never share this information with anyone, except in connection with your order. If you want to know more, take a look at our Privacy Policy.

To view the status of your order, simply log in to your Novistelle account and click “Online Order.” Then, select the Delivery Document you want to review. Your Delivery Document will show you which items you’ve ordered and when they will be delivered. If your order includes items being delivered from separate locations, each item will have its own unique delivery document and respective delivery date.

Sure thing! Just get in touch with our Customer Care team as soon as possible and they’ll help you with any necessary changes.

Orders can be cancelled as long as they haven’t already been shipped. To cancel, please contact our Customer Care team. In some cases, there may be a restocking fee or delivery fee if the order is canceled after it has already been picked up for delivery.

The photos on the site are as accurate as possible. However, the actual colour of your order may vary slightly due to different monitor settings. Please contact our Customer Care team with any questions.

DELIVERY

We currently deliver to most postal codes in the Philippines. To find out for sure if we deliver to your area, simply enter your postal code at the top of the page before placing an order.

We want to help you create the home of your dreams even if you don’t live in one of our delivery areas. Contact our Customer Care team to place your order and we’ll work with the best freight forwarding companies to get your order to you. Please note that the merchandise warranty is null and void once an order is delivered to a freight location.

Delivery is FREE on most orders over ₱100,000. (A delivery fee may apply to remote locations.)

An estimated delivery cost will be shown in the shopping cart and the final cost of your delivery (if any) is displayed on Step 2 of the ordering process, after you enter your delivery address.

If you ensure your delivery postal code is correct at the top of the page, You will be shown the earliest available delivery date in your area on the product page  and on the shopping cart page.

In some cases, items need to be shipped from vendors located outside of your area, which prevents us from providing you with a firm date. For these situations, you will see an estimated date and our Customer Care team will contact you to personally schedule the delivery.

There are times when the demand for a particular item or collection is higher than anticipated. In these cases, we show you a delivery date that takes into consideration how long it will take our warehouses to first restock and then deliver to your home. In most cases, once an item has been restocked, it can be delivered within days.

Yes, the delivery date of your order can be changed up until three (3) days before the scheduled date. To make this change, contact our Customer Care team.

You’re responsible for assembly on any products that have been specified as “Customer assembly required” or “ready to assemble” but we’ll handle the rest! Visit the Delivery Page for full details.

WARRANTY & RETURNS

Our delivery teams treat your order with care so it can arrive in the best condition possible, but if there is any visible damage on the merchandise or to your home during the delivery process, please notify our delivery team and make sure it is recorded in the delivery paperwork. Then, contact our Customer Care team within 72 hours of the delivery so we can try to repair or replace the damaged item as soon as possible.

Many of our products come with a warranty to be free of manufacturing defects in materials and workmanship. Specific details can be found on the product page of each item.

The basic warranty is void if the merchandise suffers damage caused by abuse, negligence or accident, has been relocated, repaired or tampered with, was sold “as is”, or is used for commercial purposes. We do not guarantee fabrics against wear, fading, color fastness or any damage caused by cleaning processes.

Please note that many manufacturers offer separate warranties on their products. For more information, please refer to any warranty tags that come with the product.

If you change your mind about an item, No problem – we make returns easy. You can return most products within 7 days of delivery by simply calling or emailing our Customer Care team. Your refund will exclude delivery fees and a restocking fee and can only be made if the merchandise is in “as-new” condition. If your purchase included free delivery, the original outbound delivery cost will be deducted from your refund.

Non-returnable items:

  • Mattresses & Box Springs
  • Appliance and Electronics
  • Custom made or Special Order items
  • Assembled and/or Modified items
  • Items without original packaging

PAYMENT & PRICING

We gladly accept Visa, MasterCard and American Express. If your card has been issued outside the U.S. or Canada, please note that your order may need additional verification before it can be processed. Unfortunately, we cannot accept COD orders and all orders must be paid in full once submitted online.

Your card will be charged once the order is confirmed. You will receive an order confirmation email within 48 hours of your order being placed.

We do our best to provide accuracy in the pricing and other product information displayed on our website, but mistakes sometimes happen. In such cases, Novistelle expressly reserves the right not to honor pricing errors found on this website when accepting an online order. If an error occurs, we’ll let you know and cancel the order. Any authorized payments for that order will be immediately refunded. If you find an error once your order is delivered, please contact our Customer Care team or refer to our return policy.

SPECIAL ORDERS

We love working with designers and will go the extra mile to help professionals who are looking for furniture for their clients. For more details, please contact our Customer Care team.

Hotels, realtors and other professionals who need a lot of furniture, fast, rely on us to help make their spaces look fabulous. For these special bulk orders, we may even be able to provide special pricing! For more details, please contact our Customer Care team.

ACCOUNT INFORMATION

To change your account information, log on to your Novistelle account and make any necessary changes to your address, e-mail, phone number, password or payment options. Please note that these changes will not apply to any orders that have already been placed. To change that information for an existing order, please contact our Customer Care team.

Go to the log-in area of Novistelle and select Forgot Password?” Enter your e-mail address and we’ll send you your account password.

Knowing your postal code allows us to tailor the shopping experience to you specifically. If we know where you are, we can show products and offers available in your area. Bonus: we can also show you an estimated delivery date before going through the whole checkout process.