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Policy
Exchanges and returns
Every piece is made in a small batch. Runs we hold in stock can be exchanged for the other size; pieces cut to order cannot, because nothing is made until you order it.
Size exchange
Stocked pieces can be exchanged for the other size within 14 days of delivery, unworn, unwashed, and with tags attached. Write to hello@houseofnova.io with your order number and the size you need, and we will send instructions. Return shipping is arranged by you; we cover the shipping on the replacement.
Made-to-order pieces
The Phoenix Coat and the Tornado Capelet are cut for you after you order, so they are final sale: no exchange and no refund. This is stated on each product page before you buy. If you are between sizes on either, write to us or ask Aurra first and we will talk it through.
Refunds
We do not offer refunds for change of mind on any piece. An exchange is for the same piece in the other size.
Your statutory rights
If you are ordering from the United Kingdom or the European Union you keep your legal right to cancel a distance purchase, and nothing on this page removes it. Exercise it by writing to hello@houseofnova.io within 14 days of delivery.
Damaged in transit
If your piece arrives damaged, contact us within 7 days of delivery at hello@houseofnova.io with photos. We will replace or repair at our cost, on any piece, including made-to-order ones.
Sizing help
Two sizes cover a wide range, so ask before you order. Aurra can advise on fit for your frame, you can see a piece on your own photo with try-on, and you can write to us and we will walk you through it.