AFTER-SALES SUPPORT
From a change of plans to a return request,
we make the next step clear.
CANCELLATIONS · RETURNS · REFUNDS
01 · Place your order
Need to cancel? Tell us within the first hour after placing your order.
02 · At our warehouse
Receive three included inspection photos before you decide what to do next.
03 · Ready to ship
We only send your parcel after you approve and pay for international shipping.
These are the key things to know before your parcel leaves China. If you need help with a specific order, our Support team is here for you.
01 · Your order
We begin buying your item one hour after you place your order. Our buying service is free. You pay for the item and, if the seller charges it, delivery from the seller to our warehouse in China.
When your item arrives, we complete the included basic quality check and send you three photos: the front, the back and the outer packaging. Packing costs 8 CNY per order. International shipping and optional services are shown for your approval before we ship.
02 · Need to make a change?
Contact Support within the first hour after placing your order and include your order number. After we have started the purchase, or after the seller has confirmed it, cancellation is no longer guaranteed.
If the seller has already sent the item to us, please wait for it to arrive at the novoGlobal warehouse. Once it has checked in, you can ask us to request a return from the seller.
The seller decides whether to accept the return. If there is a China return-delivery fee, it is paid by you and charged to your novoGlobal account.
03 · When we refund
We automatically refund the full amount to your novoGlobal wallet if the seller cancels your order, the item is out of stock, the seller does not send it, or the order cannot be completed.
If your item is lost after it reaches our warehouse, we cover the actual purchase value plus China domestic delivery, up to RMB 7,000. We will update you in your novoGlobal account once your case is resolved.
04 · Before international shipping
You can ask to return or exchange an item before it is shipped internationally. The seller’s own return window and rules still apply, so approval is not guaranteed.
05 · Once your parcel leaves China
Once your parcel has been sent from China, it cannot be cancelled, returned or exchanged in the usual way. International shipping, packing and completed optional-service fees cannot be refunded after dispatch.
If something is lost or damaged in international delivery, our Compensation & Protection Policy applies. Without insurance, eligible compensation is up to USD 100 as novoGlobal balance that cannot be withdrawn. With insurance, eligible compensation is up to USD 500 and can be withdrawn. Insurance costs 2% of the item’s purchase value.
06 · Need to report a problem?
If your parcel is damaged, incomplete or incorrect when it arrives, contact Support within 48 hours. For a damage, missing-item or transit claim, please send one complete, continuous video of you opening the parcel.
If you receive the wrong item, send us clear photos within 7 days of delivery. We will check the order details and guide you through the next step.
07 · Keep items with us
We store your items for free for the first 30 days. After that, storage costs 0.5 RMB per item per day.
After you approve and pay for international shipping, parcels approved before 13:00 Saudi Arabia time are normally sent the same business day. The delivery time shown before shipping is an estimate and can change because of customs or carrier operations.
Still need help?
Send us your order number, a short explanation and any relevant photos or videos through your novoGlobal account or our Contact Us page.