FAQ : Shopping
Do I need to register for an account to make my purchase with Novela?

It is not compulsory as to make our web store more user-friendly, you can proceed with the Guest checkout.

However, it is advisable to create an account with us as registration gives you plenty of benefits.

What if I have forgotten my password?

Please click on the “Forgotten Password” and an email to reset your password will be sent to you shortly.

How do I place an order?

Step 1: Please select your desired items (design, color, size, quantity) and click “Add to Cart”.

Step 2: You may proceed with your order at top right corner by clicking “Cart” once you have done browsing our web store.

Step 3: Double check on your final order again and apply coupon code if any. Select your shipping method and calculate shipping rates.

Step 4: Click “Proceed to Checkout and fill in the required details.

If you wish to create an account, please tick “Create Account” and provide a password.

Step 5: Once it’s done, select preferred Payment Method and proceed with the payment.

Step 6: Please check your inbox. You will be receiving an automated email to confirm your order(s).

Step 7: You will be receiving another automated email from us to confirm that we’ve delivered the items. The delivery tracking number will be stated in the email for your own tracking.

Note: To ensure efficient delivery of your parcel, remember to double check your shipping and billing address as well as mobile number to make sure all details are correct.

Note: All orders are deemed confirmed and final upon checkout.

What should I do when my desired item is out of stock?

Truly sorry about that! A message will be indicated on the PRODUCT page when the item is a backorder. You will be notified manually once the item has been restocked.

What if one of my items is on backorder?

In case your order is inclusive both ready stock and backorder items, we will only ship your order when all the stock is ready. Backorder items take around 2-4 weeks to arrive upon payment is verified.

What size am I? What size I should take?

We recommend you to refer to each of the measurement chart provided under product page. Please contact us if you are still unclear.

Does Novela have a retail store?

Yes, we are located at FG-02, DATARAN PAHLAWAN MELAKA MEGAMALL, MELAKA, MALAYSIA.

FAQ : Order and Payment
What are the payment methods available?

Novela.com accepts the following payment form: major credits/debits cards via Paypal and MOLPay. For Manual Transfer, it is for Malaysia only. Please make payment within 24 hours. Then, fill in the Manual Transfer Form and click “Submit”. Please allow some time for our team to verify your payment. 

Do I need a PayPal account to make payment?

No, you do not need to have an existing PayPal account, you may just login as a guest to proceed with the payment.

Am I able to cancel or modify my order after confirmation?

We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed. But, it is possible to obtain store credits in return.

FAQ : Shipping
Do you provide free shipping?

Yes, we do! Only for local (Malaysian) deliveries.

Do you ship internationally and what is the cost?

Yes, please refer to our chart as we offer several types of courier service. All shipping charges will be calculated automatically when you check out based on weight & your shipping country with desired courier. Below are the default rates in MYR for your reference:

Estimated time would be from 3-10 working days and . Please note that these are estimated delivery times and rates, Novela.com cannot guarantee a delivery date. Delays could be subjected to customer clearance, happen nearing public holidays and festive periods that take part in destination country and/or Malaysia.

When will my order be shipped out?

Your order will be shipped within 1-3 business days after order confirmation. We will try our best to ship it as soon as possible.

When will I receive my order (Malaysia)?

Orders in Malaysia will take 1 to 3 business days.

When will I receive my order (International)?

Orders shipped internationally will take 3 to 10 business days, depending on your location. Please note that these are estimated delivery times and we are unable to guarantee delivery dates.

Can I pick my order at your retail store?

Yes, please leave your message at the checkout page or drop us an email (help@novela.com) upon providing Order ID and details within 3 days in advanced.

I haven’t received my parcel. Who can I contact?

You may track the status of your parcel at respective courier service website. We would be glad to help if you are unable to do so, please email us at help@novela.com with order number as the subject. 

FAQ : Store Credits and Gift Cards
How do the credit vouchers and coupons work?

Your existing credit vouchers will be reflected automatically in the CheckOut page.

Credit vouchers have a validity of 6 months from date of issue. It is strictly non-extensible and non-transferable.

Vouchers/coupons have to be fully utilized in one transaction. Any excess value unused will not be refunded or credited.

What are the Gift Card denominations available?

We have denominations of MYR 50, MYR 100, MYR 150 and MYR 200 available.

How long will my Gift Card be valid for?

Gift Cards have a validity of 1 year from date of issue.

Returns & Exchanges
Can I return my purchase?

Yes. In the event that the package is returned to Novela due to the customer’s error in mailing address submitted (incorrect / insufficient address), or expired of the date of self-collect at POSLAJU branch, customer is responsible for the shipping costs incurred for re-delivery.

All items can only be returned in exchange for credit voucher, less a processing fee of RM5 (incurred for exchanges of size, colors or other items, does not apply to faulty item). You will receive a credit voucher code via email once we have processed your return. Sorry that we’re unable to provide any refund in cash.

All item(s) must be returned in original condition (unaltered, unworn, unwashed and with tags intact).

Return/ exchanges are not applicable for accessories, leggings, invisible bras and SALE items.

Return/ exchanges must be applied within 3 days upon item received. The items must be shipped back to our HQ within 5 working days upon item received. Buyers hold full responsibility until the parcel reaches us.

Buyers are responsible for the return cost. This does not apply to faulty item.

All return/exchange will be processed within 3 working days upon receipt of returned items.

Kindly clarify those which are not counted as faulty/ defect items as below:

– Slightly off-line or snag at crochet/ knitted fabric.
– Washed (fade, shrink or other issues)
– Stain below 0.5cm.
– Defects caused by vandalism.
– Button holes do not open.

Buyers are requested to attach clear pictures to show the defected parts to process return of the item.

Kindly email us at help@novela.com to process your return / exchanges of faulty item or any other inquiry.

Return of goods must be ship to below address using courier with tracking number:

Address: 1-1, Jalan Kesidang 2/24, Taman Kesidang Seksyen 2, 75200 Melaka, Malaysia.
Receiver Name: Joyce Tan
Phone: 06-3340425

For international orders, we will provide a credit voucher in return. Example, if the dress costs MYR 99 + RM 30 (shipping fee), we will only refund an amount of RM 99 in credit voucher. Customer should place their order for desired items (according to stock availability) again.

Privacy Notice
Privacy policy

Novela.com treats customer privacy as important and respects and guards customers’ rights. We only collect information from you to ensure your orders are placed successfully on this website. Appropriate measures are in place to keep your personal information confidential and we do not share or pass on information except where it may be necessary to do so to ensure your order can be fulfilled. We guarantee that our customer database will not be sold or marketed for any reason whatsoever to third parties.

Novela.com website may contain links to websites operated by third parties and these websites should contain their own privacy policies. Thus, Novela.com makes no guarantees in respect to how your information may be used in these third parties websites.

Novela.com is the owner of information that is submitted and by submitting any of your information you are consenting to the storage and where applicable retrieval of your information so submitted for the purposes set out herein.

Novela.com reserves the right, to modify or remove portions of this privacy policy at any time and this Privacy Policy should be read with the other terms and conditions applicable to the use of this website. Any conditions that are not enforceable, void or invalid shall be deemed severable here from and all other conditions remaining shall be enforceable and valid.