FAQ

Frequently Asked Questions (FAQ) – NovaOnline Belgium SA

Welcome to our FAQ section! Here you’ll find answers to the most common questions about ordering, shipping, returns, and our outdoor products. If you don’t find what you’re looking for, our support team is always ready to assist.

1. Orders & Payments

Q: What payment methods do you accept?
A: We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other approved secure payment gateways.

Q: Can I modify or cancel my order after placing it?
A: Orders are processed quickly, but if you need to modify or cancel, please contact us immediately at support@novaonlinebelgiumsa.shop or +32 221 88 368. We will do our best to accommodate your request.

Q: Is my payment information secure?
A: Absolutely. Our website uses SSL encryption and secure payment gateways to protect your personal and payment information.

2. Shipping & Delivery

Q: How much is shipping?
A:

  • Belgium: Free shipping on all orders.

  • EU: €7 standard shipping, free for orders over €78.

  • International: €15 standard shipping, free for orders over €78.

Q: How long will delivery take?
A:

  • Belgium: 3–5 business days

  • EU: 5–10 business days

  • International: 10–20 business days

Q: Can I track my order?
A: Yes! Once your order is shipped, you will receive a tracking number via email. You can monitor your package through the provided link.

Q: What if my package is lost or damaged during shipping?
A: Contact us immediately with your order number and photos if applicable. We will provide a replacement or refund, including shipping costs, where appropriate.

3. Returns & Refunds

Q: What is your return policy?
A: We offer 30-day free returns for most items. Products must be in original condition and packaging. Some items, such as personalized products or final-sale items, are not eligible for return.

Q: How do I initiate a return?
A: Contact our support team at support@novaonlinebelgiumsa.shop or +32 221 88 368 to receive a Return Merchandise Authorization (RMA) and detailed return instructions.

Q: When will I receive my refund?
A: Once your return is received and inspected, approved refunds are processed within 5–7 business days to your original payment method.

4. Products & Usage

Q: Are your outdoor products durable for all weather conditions?
A: Yes! All our products, including canopies, camping tables, and multifunctional outdoor gear, are designed to withstand typical outdoor conditions. However, extreme weather (heavy storms, high winds) should be avoided to ensure product longevity.

Q: How do I care for my products?
A: Clean your products with mild soap and water, avoid harsh chemicals, and store them in a dry place when not in use. Specific care instructions are provided with each item.

Q: Do you provide assembly instructions?
A: Yes! Most items come with easy-to-follow instructions. If you need additional guidance, our support team can assist via email or phone.

5. Customer Support

Q: How can I contact NovaOnline Belgium SA for assistance?
A:

Still have questions?
Our team is dedicated to ensuring your outdoor adventures are smooth and enjoyable. Contact us anytime, and we’ll provide fast, friendly, and professional support.