<div class="noewa-faq">
<h1>Frequently Asked Questions</h1>
<p><strong>Last updated: 12 September 2026</strong></p>
<p>
Welcome to the <strong>noewa</strong> Frequently Asked Questions page.
Here you can find information about orders, delivery, tracking, payments,
returns, refunds and Customer Support.
</p>
<p>
This FAQ is a practical summary. For complete information, please review
our Shipping & Delivery Policy, Returns & Refunds Policy, Payment
Policy, Privacy Policy and Terms & Conditions.
</p>
<h2>Orders and delivery</h2>
<h3>When will my order be dispatched?</h3>
<p>
Orders are normally processed, packed and prepared for dispatch within
<strong>1–3 business days</strong> after payment has been successfully
authorised.
</p>
<p>
Business days are Monday to Friday, excluding applicable UK public
holidays. Orders placed during weekends or public holidays will normally
begin processing on the next business day.
</p>
<p>
Processing may take longer during promotions, seasonal periods, stock
checks, payment verification or periods of unusually high order volume.
</p>
<h3>How long will delivery take?</h3>
<p>
After dispatch, delivery to eligible UK addresses is normally estimated to
take <strong>2–5 business days</strong>, unless a different estimate is
displayed at checkout.
</p>
<ul>
<li>
<strong>Order processing:</strong> 1–3 business days.</li>
<li>
<strong>Delivery after dispatch:</strong> 2–5 business days.</li>
</ul>
<p>
Delivery dates are estimates unless we expressly agree to a guaranteed
delivery date.
</p>
<p>
Actual delivery times may be affected by carrier delays, weather, public
holidays, customs procedures, address problems, failed delivery attempts or
events outside our reasonable control.
</p>
<p>
Unless a different period has been agreed, we will deliver your order
without undue delay and normally no later than 30 days after the contract is
formed, as required by applicable UK consumer law.
</p>
<h3>Is delivery free?</h3>
<p>
Free delivery may be available for eligible orders under the delivery
options and promotional conditions displayed at checkout.
</p>
<p>
If an order does not qualify for free delivery, the applicable charge will
be displayed before you place your order. We will not add an undisclosed
delivery charge after checkout.
</p>
<h3>Where does noewa deliver?</h3>
<p>
We currently deliver to eligible addresses in England, Scotland, Wales and
Northern Ireland, subject to carrier availability and any restrictions
displayed at checkout.
</p>
<p>
Certain remote locations, offshore destinations, restricted areas, military
addresses and PO boxes may not be supported by every delivery method.
</p>
<h3>Can I change my delivery address?</h3>
<p>
Contact us immediately at
<a href="mailto:support@noewa.shop">support@noewa.shop</a>
if you need to change your delivery address.
</p>
<p>
We will try to update the address if the order has not entered processing or
been dispatched. However, we cannot guarantee an address change after an
order has been placed.
</p>
<p>
Once an order has been dispatched, we may be unable to change or redirect
it.
</p>
<h3>Can I cancel or modify my order?</h3>
<p>
Contact us as soon as possible if you wish to cancel or modify an order. We
will try to assist, but we cannot guarantee a change or cancellation after
the order has entered processing, been packed or been dispatched.
</p>
<p>
If your order has already been dispatched, you may receive it and exercise
any applicable cancellation and return rights.
</p>
<h2>Order tracking</h2>
<h3>How do I track my parcel?</h3>
<p>
After your order has been dispatched, we will normally send a dispatch
confirmation to the email address or telephone number provided at checkout.
</p>
<p>The confirmation may include:</p>
<ul>
<li>The carrier's name.</li>
<li>A tracking number.</li>
<li>A tracking link.</li>
<li>The latest available delivery estimate.</li>
</ul>
<h3>Why can't I track my order yet?</h3>
<p>
A tracking number may be created before the carrier completes its first
physical scan. Tracking information may take up to
<strong>48 hours</strong> after dispatch to become active.
</p>
<p>
If your tracking number is still not recognised after two business days,
contact us with your order number and tracking number.
</p>
<h3>Why is my tracking status not updating?</h3>
<p>
Tracking updates may temporarily pause while a parcel moves between carrier
facilities.
</p>
<p>
Delays may be caused by carrier congestion, severe weather, public holidays,
customs or security checks, transport disruption or technical problems with
the tracking system.
</p>
<p>
If tracking has not updated for an unusual period or the estimated delivery
period has passed, contact us.
</p>
<h3>My parcel is marked as delivered, but I cannot find it. What should I do?</h3>
<ol>
<li>Confirm that the delivery address on your order is correct.</li>
<li>Check around the property and any safe place you authorised.</li>
<li>Ask household members, neighbours, reception or building staff.</li>
<li>Review any delivery photograph or note supplied by the carrier.</li>
<li>Contact the carrier for additional delivery information.</li>
<li>Contact our Customer Support team if the parcel remains missing.</li>
</ol>
<p>
We remain responsible for handling your delivery claim and will not require
you to resolve the matter solely with the carrier.
</p>
<p>
A carrier's delivery scan alone does not remove any responsibility we have
under applicable consumer law.
</p>
<h3>What happens if my parcel is lost?</h3>
<p>
Contact us at
<a href="mailto:support@noewa.shop">support@noewa.shop</a>
if your parcel appears to be lost. We may ask the carrier to investigate.
</p>
<p>
If the parcel is confirmed as lost before valid delivery, we will provide
an appropriate remedy, such as a replacement or refund, subject to product
availability and your statutory rights.
</p>
<h2>Payments</h2>
<h3>What payment methods do you accept?</h3>
<p>
Depending on the options displayed at checkout, we may accept:
</p>
<ul>
<li>Visa.</li>
<li>Mastercard.</li>
<li>Maestro.</li>
<li>American Express.</li>
<li>JCB.</li>
<li>Diners Club.</li>
<li>Discover, where available.</li>
<li>Digital wallets and other methods displayed at checkout.</li>
</ul>
<p>
The payment methods displayed at checkout are the methods currently
available for your order, location, currency and device.
</p>
<h3>When will I be charged?</h3>
<p>
Payment may be authorised or captured when you submit your order, depending
on the payment method and payment provider used.
</p>
<p>
Your order will normally enter processing after payment has been
successfully authorised.
</p>
<p>
A temporary authorisation hold may appear even if an order is later declined
or cancelled. The time required to release a hold is determined by your
bank, card issuer or payment provider.
</p>
<h3>Is my payment information secure?</h3>
<p>
Payments are processed using secure third-party payment gateways and
checkout providers.
</p>
<p>
We will not ask you to send complete card details, card security codes,
banking passwords or one-time verification codes by email or telephone.
</p>
<h3>Which currency will I be charged in?</h3>
<p>
The order currency and total amount payable will be displayed before you
complete your purchase. Prices presented specifically to UK customers will
normally be displayed in pounds sterling unless another currency is clearly
selected or displayed.
</p>
<p>
If your payment account uses another currency, your bank or card issuer may
apply its own exchange rate or foreign-transaction fee.
</p>
<h3>Will I need to pay import charges?</h3>
<p>
Products are normally dispatched from within the United Kingdom. If an
order is dispatched from outside the United Kingdom, any mandatory customs
duty, import tax or handling charge that you must pay will be disclosed
before purchase where required by applicable law.
</p>
<p>
We will not add an undisclosed mandatory charge after you complete
checkout.
</p>
<h2>Returns and refunds</h2>
<h3>What is your return policy?</h3>
<p>
For most products purchased online, UK consumers may notify us that they
wish to cancel within <strong>14 days after receiving the order</strong>.
</p>
<p>
After notifying us of cancellation, the products must normally be returned
within a further 14 days.
</p>
<p>Reasons for requesting a return may include:</p>
<ul>
<li>The product arrived damaged.</li>
<li>The product is faulty or malfunctioning.</li>
<li>You received an incorrect product.</li>
<li>The order is incomplete or parts are missing.</li>
<li>The product is materially different from its description.</li>
<li>
You changed your mind and the product is eligible for cancellation.
</li>
</ul>
<p>
You may inspect a product in the same way that you would reasonably inspect
it in a physical shop.
</p>
<p>
Where permitted by law, we may reduce a refund to reflect a reduction in
value caused by handling beyond what is necessary to establish the
product's nature, characteristics and functioning.
</p>
<p>
Original packaging is recommended, but its absence does not automatically
remove a statutory cancellation right.
</p>
<h3>Do you accept change-of-mind returns?</h3>
<p>
Yes. You may cancel an eligible order within 14 days after receiving it,
provided the product is not excluded from cancellation under applicable
law.
</p>
<p>
You must then return the product within 14 days after notifying us.
</p>
<p>
For a change-of-mind return, you are normally responsible for the direct
return cost if this responsibility was disclosed before purchase.
</p>
<p>
We do not charge a restocking fee for an eligible statutory cancellation.
</p>
<h3>Which products cannot be returned because I changed my mind?</h3>
<p>
Subject to applicable law, the change-of-mind cancellation right may not
apply, or may cease to apply, to:
</p>
<ul>
<li>Products made to your specifications or clearly personalised.</li>
<li>Products that are liable to deteriorate or expire rapidly.</li>
<li>
Sealed products unsuitable for return for health-protection or hygiene
reasons after they have been unsealed.
</li>
<li>
Sealed audio recordings, video recordings or computer software after they
have been unsealed.
</li>
<li>
Products that become inseparably mixed with other items after delivery.
</li>
<li>Other products excluded from cancellation under applicable law.</li>
</ul>
<p>
These exclusions do not remove your statutory rights if a product is
faulty, damaged, incorrect or not as described.
</p>
<h3>How do I request a return?</h3>
<ol>
<li>
Email
<a href="mailto:support@noewa.shop">support@noewa.shop</a>
or call
<a href="tel:+447524629692">+44 7524629692</a>.
</li>
<li>Provide your order number and the product concerned.</li>
<li>Explain the reason for the return.</li>
<li>
Provide photographs or video where useful and reasonably available.
</li>
<li>Allow 1–3 business days for us to review your request.</li>
<li>Follow the return instructions supplied by Customer Support.</li>
</ol>
<p>
<strong>
Contact Customer Support for return authorisation and instructions before
sending a product.
</strong>
</p>
<p>
Unless we provide a different authorised return destination, returns should
be addressed to:
</p>
<address>
<strong>noewa Returns</strong><br>
Chattan Industrial Estate, Central House<br>
Bonnyside Rd<br>
Bonnybridge FK4 2AG<br>
United Kingdom
</address>
<p>
The return address is located in the United Kingdom. Customers making a
change-of-mind return may therefore incur domestic postage costs.
</p>
<p>
Do not assume that the original dispatch address is the correct return
destination. Sending a product to an incorrect or unauthorised address may
delay the return.
</p>
<h3>Who pays for return delivery?</h3>
<ul>
<li>
<strong>Faulty, damaged, incorrect or misdescribed products:</strong>
noewa will cover reasonable return costs where required by law.
</li>
<li>
<strong>Change-of-mind returns:</strong>
You are normally responsible for the direct return cost if this was
disclosed before purchase.
</li>
</ul>
<h3>Are original delivery charges refundable?</h3>
<p>
If you validly cancel your entire order, we will refund the cost of our
least expensive standard delivery option.
</p>
<p>
Additional charges for premium, express or expedited delivery are not
normally refundable above the cost of standard delivery.
</p>
<h3>How long does a refund take?</h3>
<p>
For returned products following a valid statutory cancellation, we will
issue the refund without undue delay and no later than 14 days after:
</p>
<ul>
<li>The day on which we receive the returned products; or</li>
<li>
The day on which you provide evidence that the products were sent back,
if this occurs earlier.
</li>
</ul>
<p>
If no products were supplied, we will issue the refund no later than 14 days
after you notified us of the cancellation.
</p>
<p>
Refunds will normally be issued using the original payment method. After we
issue a refund, your bank or payment provider may require additional
processing time before it appears in your account.
</p>
<h3>Do you offer exchanges?</h3>
<p>
We do not guarantee direct exchanges. If you require a different product,
size or colour, please return the original product if eligible and place a
new order.
</p>
<p>
This does not affect any statutory right to request a repair or replacement
for a product that does not conform to the contract.
</p>
<h2>Damaged, incorrect or missing products</h2>
<h3>What should I do if my order has a problem?</h3>
<p>
Contact us promptly and provide:
</p>
<ul>
<li>Your order number.</li>
<li>A clear description of the problem.</li>
<li>
Photographs or video of the affected product, where reasonably available.
</li>
<li>Photographs of the outer packaging and delivery label.</li>
<li>Photographs of all products received if something is missing.</li>
</ul>
<p>
Please retain the product, packaging, labels and packing materials while we
review your request.
</p>
<p>
Photographs may help us investigate the issue, but we will not impose
unreasonable evidence requirements or make your statutory rights dependent
on providing photographs.
</p>
<h2>Customer Support</h2>
<h3>How can I contact noewa?</h3>
<p>
<strong>Store name:</strong> noewa<br>
<strong>Email:</strong>
<a href="mailto:support@noewa.shop">support@noewa.shop</a><br>
<strong>Telephone:</strong>
<a href="tel:+447524629692">+44 7524629692</a><br>
<strong>Business address:</strong>
Chattan Industrial Estate, Central House, Bonnyside Rd, Bonnybridge FK4 2AG, United Kingdom
</p>
<h3>When will Customer Support reply?</h3>
<p>
We normally respond within <strong>1–3 business days</strong>. Messages
received during weekends or applicable public holidays will normally be
reviewed on the next business day.
</p>
<h3>Can I send a return to your business address?</h3>
<p>
<strong>
Contact Customer Support before sending a return to our business address.
</strong>
</p>
<p>
The authorised return destination may vary depending on the product and
order. Sending a product to an unauthorised address may delay the return and
refund process.
</p>
<h2>Additional information</h2>
<p>
This FAQ is a practical summary and does not replace our complete policies.
Please review the Shipping & Delivery Policy, Returns & Refunds
Policy, Payment Policy, Privacy Policy and Terms & Conditions available
through the noewa website.
</p>
<p>
Nothing in this FAQ excludes, restricts or limits any statutory consumer
right that cannot lawfully be excluded, restricted or limited.
</p>
</div>