Question 1

Do you have a physical store I can visit?

Accepted Answer

No, there is no physical shop. At the moment Novel only sells through the online store and through Etsy.

Question 2

How much is delivery?

Accepted Answer

Novel is based in London, United Kingdom. All postage is done through Royal Mail and shipping costs are calculated based on the delivery method you select, the weight and size of the the products in your order, and the location to which items are shipped from London, UK.
 
Postage and packing charges are calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us. 
 
If you are ordering from outside the UK, you are responsible for any local customs duties, tax or other charges for the import of your order into your country. Please check import tax information for your country before ordering!

Question 3

How long will it take for my delivery to arrive?

Accepted Answer

Standard Delivery takes 3-5 working days. Please check with Royal Mail regarding any changes to their delivery schedule - there may be delays around bank holidays.
 
The Novel shop is only little and sometimes there may be delays due to planned breaks or unforeseen circumstances. We will let you know as soon as possible if this might affect your shipment.

Question 4

Why is shipping not available to my location?

Accepted Answer

Unfortunately, shipping is restricted to some places because of laws and regulations. For example, it is not possible to ship to Germany due to fees for handling packaging which, as a very small business, would not be sustainable for Novel Notes at the moment. Huge apologies to customers that are affected! Hopefully it will be possible to resume shipping to your location in future.

Question 5

What happens if there is a problem with my order?

Accepted Answer

Novel aims to provide you with high quality products and good service that fulfils your consumer rights and observes UK trading standards. Occasionally there may be problems but we will do our best to resolve them. Please get in touch as soon as possible so that we can help.
 
For full details of your rights under the Distance Selling Regulations in the UK, you can contact your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.
 
CANCELLATIONS
 
If you change your mind about your order, you have 14 days to notify us and return the item(s) for a refund. Your returned item will need to be in its original, resellable condition and you will need to pay the shipping cost for this. If you download or stream digital content, you lose your 14 day right to cancel - you will need to let us know you have changed your mind before downloading or streaming.
 
In the case of cancellations, you will get a refund of anything you have paid us directly for stock items. Customised, personalised or otherwise made-to-order items may not be returned under this policy. If you assemble an item (such as a notebook) from stock parts (such as covers, paper, discs) that would not be in their original condition when dissassembled, the item cannot be refunded or replaced by us.
 
ITEMS FAULTY / DAMAGED / NOT AS DESCRIBED
If you have received a faulty / damaged item or it is not the item you ordered, please contact Novel straight away. It is useful to include photos of the item(s) so that we can assess how to resolve the problem and to know if we need to contact the delivery company regarding damage in transit. If it is possible to repair or exchange part/all of the item we will offer to do so. You can get a full refund by returning the item within 30 days of purchase. This does not apply to items that are listed as having faults on the website. If there is an issue with a digital download from us, we will find a way to get you the high quality product you paid for.
 
Please include your receipt with your returns to avoid delays in processing. Monetary reimbursements will be made within 14 days, using the same method that you paid with.

Question 6

The item I received looks slightly different to the image online - why is that?

Accepted Answer

Novel notebooks are put together by hand using recycled paper and board, and machined discs. We seek out durable ethically-produced materials but due to the way Novel discbound notebook covers are made - without bleach or dyes - there may be inconsistencies in colour and texture. There is also some possibility of natural discolouration or fading over time. However, we believe this lovely recycled, uncoated card/board is great for developing the character of your unique notebook, allows for greater options for customisation, and for maximum biodegradability if you choose to recycle or compost.
 
The images we use online will give a close resemblance to the product but there will be variations, especially with custom selections and designs. In addition to viewing the images, please read the product descriptions for specifications and feel free to get in touch if you have any further questions.

Question 7

Is my personal information safe with Novel?

Accepted Answer

We value and respect your privacy so we only use personal information which is necessary to the functioning of our services, with your consent. We may collect, use and store information you provide on the Novel website through forms, cookies, subscriptions, purchases and memberships.
 
Cookies are used to ensure that the content of the website meets our customer’s requirements, for security purposes, for analysing how the website is used and to measure site performance. For specific information about the cookies used, click here.
 
We collect information in accordance with the General Data Protection Regulation (GDPR). The GDPR is a regulation in EU law that protects your personal data and privacy.
 
Our Privacy Policy and Terms & Conditions provide further information on our commitment to provide you with a safe experience when you use our services online.
 
You can contact us at any time if you wish to access the information we hold on you or permanently delete your information from our database.

Question 8

Why should I sign up to the Novel mailing list?

Accepted Answer

This is a great way to get relevant updates on any special offers we have running and keep up to date with the latest products we offer. We will never use your email address for spam or junk mail.
 
If you would like to subscribe, you can send us a request or fill out the subscription form at the bottom of our home page.

Question 9

What do I do if I have feedback or a complaint?

Accepted Answer

We are always keen to know how we can improve our products and service. If you have ideas, suggestions or complaints, please contact us through our contact form.
 
Alternatively, you can send us an email at contact@novelnotes.co.uk
 
You are also welcome to join or start discussions on the Novel forum.

frequently asked questions