Order & Delivery Policy

Last updated: 25 September 2026

On this page you will find information about how Novamelle processes, ships and delivers consumer orders placed through novamelle.com.

1. Order processing

After you place an order, you receive an order confirmation by email. We then prepare the order for dispatch. Processing and dispatch timing can vary by destination, stock location and carrier. Once tracking is available, it is sent in the shipping confirmation.

2. Dispatch and split shipments

An order can be dispatched in one or more parcels. If items are sent separately, the parcels may have different tracking numbers or delivery moments. You are not charged extra shipping solely because an order is split into multiple parcels.

3. Delivery destinations and estimates

Novamelle currently offers delivery to the Netherlands, Belgium, Germany, France, Ireland, Austria and the United Kingdom. Any delivery estimate available for your destination is shown during checkout, in the shipping confirmation or through the carrier tracking information. Delivery estimates are not guarantees unless a specific binding delivery date or period has expressly been agreed.

Carrier disruption, customs procedures, severe weather, peak periods or other circumstances outside the normal delivery process can affect transit times. These circumstances do not limit mandatory rights you may have in the event of late delivery.

4. Shipping costs

Novamelle currently offers free tracked shipping for orders delivered to the Netherlands, Belgium, Germany, France, Ireland, Austria and the United Kingdom. The shipping method and final shipping charge shown at checkout remain the binding checkout information for your order.

5. Track & Trace

Once your order has been dispatched and tracking is created, you can follow the parcel using the tracking link in your shipping confirmation. Tracking becomes active after the carrier has registered the parcel, so the first scan can appear later than the dispatch confirmation.

6. Delivery address and receiving your parcel

Please check your delivery address carefully before placing your order. If you notice an error, contact us as soon as possible. We will try to correct the address before dispatch, but we cannot guarantee that changes are still possible once an order has entered the fulfilment process.

If a parcel is returned because an address was incomplete or incorrect, or because it was not collected after the carrier made it available for collection, we will contact you about the available options. Any additional reshipping cost will only be charged where permitted by applicable law and where the circumstances justify it.

7. Delayed delivery and your statutory rights

Our estimated delivery times do not reduce your statutory consumer rights. Where mandatory law provides a delivery deadline or a remedy for late delivery, that law applies.

For consumers in the European Union or European Economic Area, if no different delivery period has been agreed, applicable consumer law generally requires delivery within 30 days. If delivery is late, you may have the right to request delivery within an additional reasonable period and, if delivery still does not take place, to cancel the contract and receive a refund. In certain situations, such as where the seller refuses to deliver or where delivery by an agreed date was essential, an additional period may not be required.

For consumers in the United Kingdom, where no different period has been agreed, the law generally requires delivery without undue delay and within 30 days. Depending on the circumstances, you may be entitled to set an additional reasonable deadline or to treat the contract as ended where timely delivery was essential or the trader refuses to deliver.

8. Lost or damaged parcels

If your parcel appears to be lost in transit or arrives damaged, contact us as soon as reasonably possible via info@novamelle.com or our contact page. We will investigate the matter with the carrier or fulfilment partner and arrange the appropriate solution in accordance with applicable law.

Where Novamelle arranges the carrier, responsibility for the goods in transit remains with Novamelle until the goods are physically received by you or by a person you have designated to receive them, to the extent required by applicable consumer law.

9. Questions about your order?

If you have a question about your order, we recommend checking our frequently asked questions first. If your question is not answered there, contact us here or email info@novamelle.com.

Our customer service team aims to reply within 24 hours on business days.

10. Contact details

OosterHard Commerce, trading as Novamelle
Torenlaan 5B
1402 AT Bussum
The Netherlands
Email: info@novamelle.com
Chamber of Commerce (KvK): 97065749
VAT identification number: NL005246621B84