Payment

Which payment methods do you accept?
Apple Pay, Google Pay, Shop Pay, American Express, Mastercard, Maestro, and Visa.

My payment failed. What can I do?
Please try again or choose a different payment method. If the problem persists, contact us at support@novera-label.com.

Can I get an invoice?
Yes. Send your request with your order number to support@novera-label.com.

Order & Delivery

How long does delivery take?

What does shipping cost?
Shipping within Germany is free, with no minimum order value.

Do you deliver to my country?
We currently only deliver within Germany.

Are there additional taxes or fees?
No. All displayed prices include VAT. There are no additional fees — all import formalities and costs are fully covered by us.

Can I choose a delivery date or time window?
That is not possible. After shipping, you will receive a tracking number to follow your package.

My delivery is delayed — what can I do?
First, check the status using your tracking number. If the problem persists, please contact our customer service.

Can I change my address after placing an order?
Please contact us as soon as possible at support@novera-label.com. We will do our best, but cannot guarantee cancellation once the order has been handed over to the shipping provider.

Can I cancel my order?
Yes, within 24 hours of purchase, as long as it has not yet been shipped. Please contact us immediately at support@novera-label.com.

Returns & Refunds

How do I return an item?
Send an email to support@novera-label.com with your order number and reason for return. We will respond within 1 business day with instructions. Returns must be registered within 90 days of receipt.

Are there items that cannot be returned?
Yes: opened hygiene products, personalized items, perishable goods, digital products after use, items with broken seals, discounted items (unless defective on receipt), and gift vouchers.

Do you offer exchanges?
No. Please return the item and place a new order for the desired item. If the item is defective, damaged, or incorrect, contact us — in this case, we offer free replacement or a full refund.

Shipment tracking

Where can I find my tracking number?
You will receive an email with your tracking number immediately after shipping. Each shipment has a tracking number. You can track your package anytime on the Track Shipment page.

My tracking shows no information yet — why?
It may take a few hours for the shipping information to be activated after the carrier takes over.

I have not received a shipping email.
Please check your spam folder. If you cannot find the email, contact us — we will resend the information immediately.

Currency & prices

In which currency are the prices displayed?
All prices are shown in Euro (EUR) including VAT.

Can I pay in another currency?
No. The currency is set to Euro (EUR) and cannot be changed.

Customer service & contact