Frequently Asked Questions

Last Updated: October 15, 2026

Who operates Novellaen?

Novellaen is operated by Hangzhou Qianhejin Technology Co., Ltd.

How quickly will my order be prepared?

Preparation usually takes 1–3 business days after payment confirmation. Busy periods and holidays may require additional time.

When should my order arrive?

Delivery generally takes 7–12 business days after dispatch. This estimate excludes order preparation and may be affected by customs, weather, or carrier delays.

Where do you deliver?

Available destinations and shipping charges are shown at checkout.

How do I track my shipment?

We email tracking details after dispatch. Tracking updates may take time to appear.

Can I change or cancel an order?

Email us promptly. Changes depend on fulfillment status and cannot be guaranteed once preparation begins.

Can I return an item?

Eligible return requests may be submitted within 30 calendar days of delivery. Please see our Return Policy for conditions and instructions.

When are refunds processed?

Approved refunds are processed to the original payment method within 5–10 business days after return receipt and inspection. Your payment provider may require additional time.

Which payment methods are available?

Please refer to the options displayed at checkout.

How can I reach you?

Email: service@novellaen.com
Telephone: +86 571 57892989