Common questions, with straight answers . Anything not covered here can go through the contact page.

How do I pay?

UPI at checkout, or Cash on Delivery. Cards and wallets are not available here.

Can I exchange for a different size or colour?

No — we do not offer a direct exchange. A refund plus a fresh order is the route.

Refund timing?

Once we have it back and have checked it, 7 business days. Cancellations before dispatch take 5 to 7 working days.

Is delivery free?

Orders from ₹999 upward ship free. Smaller ones carry a flat ₹49.

What are the delivery timings?

1–2 business days here, 3–9 more with the courier. The daily cut-off is 3:00 PM IST.

Do you sell brand-name goods?

We sell under our own name, Novella Manor. We are not an authorised dealer or agent for any manufacturer, and we do not describe our stock as branded merchandise.

What is your return policy?

You have 10 days from delivery. The item needs to be unused, boxed and accompanied by the invoice.

Do you have a shop I can visit?

No — Novella Manor is an online retailer. The address on the contact page is a registered business address, not a walk-in shop.

My parcel was damaged — what do I do?

Send the unboxing video within 48 hours of delivery. Damaged, wrong or missing items are replaced or refunded at our cost, return courier included.

Can you give a tax invoice?

No GST is charged — we are not GST registered — and the paperwork is a plain sale invoice.

When can I reach you?

Customer service hours: Monday–Saturday, 10:00 AM–6:00 PM IST Write to [email protected] or call +91 8103034365.

Is my candle faulty if the wax surface is uneven?

No. Wax settles as it cools and a slightly uneven top is normal. The same goes for bubbles and seams in hand-finished glass — those come with the process.