FAQ
Everything you need to know about ordering, delivery, and our curated fragrance collection. For personal guidance, we are always happy to help.
Orders & delivery
When is shipping complimentary?
Complimentary shipping applies to all orders over €200. Below that threshold, shipping costs are calculated at checkout based on your destination.
How long does delivery take?
Standard delivery within Germany typically takes 3–5 business days after dispatch. International delivery times and any applicable duties are shown at checkout before you complete your order.
How can I track my order?
Once your order has shipped, you will receive a confirmation email. If tracking is available for your shipment, the link will be included in that message.
Returns & refunds
Can I return a fragrance?
Yes. Unopened fragrances in their original packaging may be returned within 14 days of delivery. For hygiene reasons, opened or used products cannot be accepted.
How do I start a return?
Contact us with your order number via our contact page. We will send you return instructions and, where applicable, a return label.
When will I receive my refund?
After we receive and inspect your return, refunds are issued to the original payment method within 5–10 business days.
Fragrances & products
How do I choose the right scent?
Each product page includes a full fragrance profile: family, mood, concentration, season, wear time, longevity, sillage, and a note pyramid. If you would like a personal recommendation, contact us and we will gladly assist.
What does your collection include?
Novelio is a curated edit of eau de parfum — selected for character, longevity, and craftsmanship. We work with independent perfumers and established houses to offer focused compositions designed to be worn, not displayed.
Do you offer samples or discovery sets?
Sample availability varies by fragrance. Please check the product page or contact us for current options. We are happy to guide you before you commit to a full bottle.
How should I store my fragrance?
Store bottles upright in a cool, dry place away from direct sunlight and heat. This helps preserve the integrity of the composition over time.
Payments & service
Which payment methods do you accept?
We accept the payment methods shown at checkout, including major cards and other options available in your region. All prices are displayed in the currency selected at checkout.
How quickly will you respond to my enquiry?
We aim to reply to all messages within one to two business days. For order-related questions, please include your order number so we can assist you faster.
Do you offer gift wrapping or notes?
Gift options may be available at checkout or on request. Contact us before placing your order if you need a handwritten note or special packaging.