Frequently Asked Questions
What products does the store focus on?
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 aim to provide quality everyday goods at competitive prices.
Is shipping free?
Yes. Eligible orders qualify for free shipping as shown at checkout. Orders are normally processed within 1–2 business days, and estimated transit time is 2–4 business days. Delivery estimates are not guaranteed; actual delivery may vary. Under UK law, we must deliver within 30 days unless otherwise agreed, and if we fail to do so, you may be entitled to a refund.
Can I return an item if I change my mind?
Under UK law (Consumer Contracts Regulations 2013), you have a 14‑day cooling‑off period from the day you receive your goods. During this period, you may cancel your order without giving any reason. You will be responsible for the return postage costs, and we will refund the full purchase price (including standard delivery charges) within 14 days of your cancellation notice.
In addition, if your item is faulty, damaged, not as described, or unfit for purpose, you have up to 30 days from delivery to request a full refund under the Consumer Rights Act 2015. After 30 days, you may still be entitled to a repair, replacement, or partial refund.
Please note: we do not accept change‑of‑mind returns beyond the statutory 14‑day cooling‑off period, and we do not accept no‑reason returns after that period.
What should I do if my item arrives damaged?
Contact us promptly with your order number, the email used at checkout, clear photos or video of the damaged item, and photos of the packaging. Keep the item and all packaging until we complete our review. We will investigate and arrange a refund, replacement, or other resolution as appropriate.
Which payment methods are accepted?
We accept Credit/Debit Card payments through checkout, including Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover when available.
How do I contact support?
You can reach us through any of the following channels:
- 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