Shipping Information

At NOVILA Kids, we are delighted to offer free tracked shipping to many countries around the world. We aim to process and dispatch all orders within 1 to 2 business days. Below you will find everything you need to know about our shipping process, delivery times, and policies.

Order Processing

  • All orders are processed within 1 to 2 business days (excluding weekends and holidays).
  • You will receive an email confirmation once your order is placed, and a second notification as soon as your parcel is dispatched.
  • Please ensure your shipping address is correct at checkout. We cannot modify the address after the order has been processed.

Estimated Shipping Times

The delivery times below are estimates and begin after the 1–2 day processing period. Actual delivery may vary due to customs clearance, local postal services, and peak seasons.

United Kingdom & Europe

  • Estimated delivery: 4 to 10 business days

United States

  • Estimated delivery: 4 to 10 business days

Australia, Canada & New Zealand

  • Estimated delivery: 4 to 10 business days

Central & South America

  • Estimated delivery: 5 to 15 business days

Asia

  • Estimated delivery: 5 to 15 business days

Other International Destinations

  • Delivery times vary, typically ranging from 7 to 21 business days depending on location and local postal efficiency.

Where We Ship

We proudly ship to a wide range of countries across the globe. If your destination is not listed below or you are unsure, please contact us before placing an order.

  • Regions we serve: United States, United Kingdom, Canada, Australia, New Zealand, most European countries (including France, Spain, Germany, Italy, Netherlands, Belgium, Sweden, Denmark, Finland, Norway, Switzerland, Ireland, Poland, Portugal, Greece, Hungary, Bulgaria, and more), selected Asian countries (Japan, South Korea, Hong Kong, Singapore, Malaysia), and many others.
  • Regions we currently do not ship to: Russia, Philippines, Austria (unless specified), South America (selected countries), Africa, India, Costa Rica, Puerto Rico, New Caledonia, and certain remote territories. This list may change; please check the checkout page for the most up-to-date availability.
  • Our parcels are dispatched from fulfillment centers in Asia, which allows us to keep shipping free for most destinations.

Delivery Fees

  • Free shipping is available for the United States, United Kingdom, Canada, Australia, New Zealand, Germany, and many other countries. The eligibility will be displayed at checkout.
  • For some remote or less-serviced regions, a small delivery fee may apply due to higher courier costs. The exact fee, if any, will be shown before you complete your order.
  • If you would like to verify whether your country qualifies for free shipping, email us at info@novilakids.com.

Tracking Your Order

  • Once your parcel is dispatched, a tracking link will be emailed to you. Please allow up to 24 hours for the tracking information to become active.
  • If your order contains multiple items, they may arrive in separate packages. You will receive a tracking number for each parcel.
  • We will keep you updated with delivery notifications until your order reaches you.

Import Duties and Taxes

  • In many cases, our parcels are delivered without any additional customs fees, import taxes, or handling charges.
  • However, as international customers, you are responsible for any such fees imposed by your country’s customs authorities. NOVILA Kids has no control over these charges.
  • If you receive an unexpected notice for payment, please verify its authenticity first. Scam notices can occur. If in doubt, contact us immediately and do not make any payments before we confirm.
  • Should you refuse to pay applicable customs duties, the parcel may be returned to us. In such cases, any refund granted will be deducted for return shipping and handling costs.

Multiple Parcels

  • We make every effort to combine your items into a single shipment. However, to protect fragile toys and prevent customs delays, we may split your order into multiple parcels.
  • If your order is split, you will receive separate tracking numbers and may receive packages on different days. This is normal and does not affect the shipping cost you paid.

Failed Delivery

  • Shipping updates are sent by email. Please monitor your inbox and tracking link to know when your parcel is out for delivery.
  • If you are not home at the time of delivery, the courier may leave a notice or attempt redelivery. Contact your local post office using the tracking number to arrange a pickup or alternative delivery.
  • You can also authorize a trusted person at the same address to receive the package on your behalf.

Lost, Stolen, or Held Parcels

  • Report immediately: If your tracking shows the package as delivered but you cannot find it, please notify us within 15 days of the delivery scan. We will initiate an investigation with the carrier.
  • Check around your property, with neighbors, and at any safe drop locations first. Sometimes couriers mark a parcel as delivered a day or two early.
  • NOVILA Kids is not liable for parcels lost or stolen after delivery to a shared or commercial location (e.g., apartment mailrooms, post office boxes, military bases, businesses). It is your responsibility to provide a secure shipping address.
  • If the carrier confirms the parcel as lost, we will arrange a complimentary reshipment or a refund at our discretion. For parcels held by customs, you are responsible for resolving the release and any associated charges.

Delayed Parcels

  • If your parcel is significantly delayed beyond the estimated timeframe, please email us at info@novilakids.com with your order number and the missing item(s).
  • We advise reporting any non-delivery within 15 days after 60 days have passed from the original order date. Beyond this window, it becomes difficult to trace the package, and we may be unable to offer complimentary reshipment or a refund.

Special Occasions

  • We love to be part of your celebrations, but we cannot guarantee delivery on a specific date due to variables outside our control.
  • We recommend placing orders well in advance, especially during holidays, to account for possible transit and customs delays.
  • If a gift arrives late, you may still return unused items within 15 days of delivery (return shipping costs at your expense).

Returned to Sender

  • If a package is returned to us because of an incorrect or incomplete address, failed delivery attempts, or being unclaimed, we will contact you to arrange reshipment. Reshipment and handling fees will apply, regardless of whether the original shipment was free.
  • You must notify us within 30 days of your purchase date for any returned-to-sender parcel. After that, we cannot guarantee reshipment or a refund.
  • We are not responsible for refunds if the address you provided at checkout was incorrect, outdated, or a non-residential address that cannot accept deliveries.

Contact Us

If you have any questions about shipping, need help tracking an order, or want to confirm whether we deliver to your area, please reach out. Our support team is here for you.