Support & Getting Help

Your satisfaction is our priority. If you need assistance with your order, have a question, or simply want to share feedback, our friendly support team is ready to help. We are committed to responding as quickly as possible.

How to Reach Us

  • Email: info@novilakids.com — This is the fastest way to get a detailed answer. We typically respond within 24 to 48 hours.
  • Live Chat: Available on our website during business hours (Monday to Saturday). Look for the chat icon at the bottom right corner.
  • If you need to cancel an order placed within the last 1 hour, please send us an email as soon as possible with your order number. We will confirm all cancellations via email.

Choosing the Right Toy

Understanding Sizes

There is no single “right” size — it depends entirely on your child’s age, play space, and personal preference. To help you imagine the product in real life, we list dimensions in both centimeters and inches on every product page. We also include a photo showing the item next to a common reference object for scale. If you are unsure, consider measuring a similar toy at home and comparing it to our listed dimensions.

Colors and Finishes

We make every effort to display colors accurately. However, actual colors may vary slightly due to monitor settings, lighting conditions during photography, and material texture. If a product offers multiple color options, the variation swatches are shown on the product page. We recommend viewing the images on a well-calibrated screen for the best representation.

Designs and Variations

Some toys come in different character styles, themes, or pattern placements. Because many are crafted with unique detailing, slight variations from the photo may occur. These are not defects but part of the charm of a carefully designed toy. If you have a strong preference for a specific design element, please contact us before ordering — we will do our best to help.

Order and Payment Help

Payment Troubleshooting

If your credit or debit card is being declined at checkout, please try the following:

  • Check that the billing address entered matches exactly the address your bank has on file.
  • Try an alternative payment method. We accept PayPal, Shop Pay, Apple Pay, and Google Pay. You can use PayPal without creating an account — it acts as a secure gateway for card payments.
  • Contact your bank to ensure international transactions are authorized. Some card issuers may block cross-border payments for security reasons.

Applying a Discount Code

  • On a computer: At checkout, find the order summary on the right side. Enter your code in the “Discount” box and click “Apply.”
  • On a mobile device: Tap “Order detail & discount” at the top of the checkout page to reveal the discount field.
  • Only one discount code can be used per order unless otherwise stated. Codes must be entered before the order is completed; we cannot apply them after purchase.

Paying in Your Preferred Currency

Use the currency selector at the top of our website to view prices in your local currency. The final charge will be processed in the currency shown at checkout. Your bank or card issuer will handle the conversion if your card is issued in a different currency, and they may apply their own exchange rate.

Shipping Support

Tracking Your Parcel

  • After your order is dispatched, you will receive a shipping confirmation email with a tracking link. It may take up to 48 hours for the tracking number to show activity.
  • Add our email address to your contacts and check your spam or promotions folder if you do not see the email.
  • If your order includes multiple items, they may ship in separate packages. You will receive a tracking number for each shipment.

Parcel Delays

International shipments can sometimes face delays due to customs inspections, limited air freight capacity, or local postal service backlogs. If your parcel appears stuck in transit, rest assured it is still on its way. We recommend waiting a few extra business days before contacting us. If the delay exceeds 10 business days beyond the estimated delivery window, please reach out to info@novilakids.com with your order number, and we will investigate.

Where We Ship From

Our toys are dispatched from fulfillment centers in Asia. This allows us to keep international shipping free for most destinations and to offer a wide selection of designs. Please be assured that every item is crafted with care and quality controls before being sent to you.

Returns and Cancellations

For detailed policies, please refer to our Refund & Return Policy page. Quick highlights:

  • You can cancel an order within 1 hour of placing it by emailing us.
  • Returns are accepted within 30 days of delivery for unused items in original packaging.
  • Refunds are processed within 5–10 business days after we receive and inspect the returned item.

Additional Questions

We want to make sure you have all the information you need. If you cannot find an answer on this page, our policies pages, or the product pages, please email us directly. We are happy to assist with:

  • Product specifications not listed on the site
  • Compatibility of toys with specific age groups
  • Bulk or gift orders
  • Any other inquiries

Email: info@novilakids.com
Response time: We aim to reply within 24 to 48 hours, Monday through Saturday.