Contact Us
About Nova
Nova is a modern online supermarket offering a wide range of grocery and household products, including fresh food, beverages, snacks, daily essentials, personal care items, home cleaning supplies, and more. We are committed to providing quality everyday goods with reliable customer support.
Before You Contact Us
To help us resolve your query quickly and accurately, please have the following information ready:
- For order questions: include your order number and the email address used at checkout.
- For shipping questions: include the tracking number if one has been provided.
- For damaged, defective, incorrect, or not-as-described items: include clear photos or video of the item and its packaging.
- For privacy requests: clearly describe the right you wish to exercise (e.g., access, rectification, deletion) and provide enough information for identity verification.
Response Time
We aim to respond to all enquiries as soon as reasonably possible. During holidays, high-volume periods, carrier investigations, payment reviews, or when additional evidence is required, response times may be longer. We appreciate your patience.
Return and Refund Requests
Your UK statutory rights:
- Under the Consumer Rights Act 2015, if your item is faulty, damaged, not as described, or unfit for purpose, you are entitled to a full refund within 30 days of delivery. After 30 days, you may still be eligible for a repair, replacement, or partial refund depending on the circumstances.
- Under the Consumer Contracts Regulations 2013, you have a 14-day cooling-off period from the day you receive your goods. Within this period, you may cancel your order without giving any reason. You will be responsible for return postage costs, and we will refund the full purchase price (including standard delivery charges) within 14 days of your cancellation notice.
All refund or return requests must be submitted in accordance with our full Refund Policy and must be sent within the applicable timeframes.
Official Communication Channels
For formal support, please use the contact details listed below. Messages sent to unrelated social media accounts, advertising comments, review platforms, or third-party websites may not be treated as official support requests. We strongly recommend using email or phone for time-sensitive issues.
Customer Support Contact Details
- Website: nova-2.shop (will be updated to our new Nova domain soon)
- Email: support@nova-2.shop
- Mailing Address: 47 Otter Way, West Drayton, UB7 8FA, United Kingdom
- Phone: +44 7724948306