Returns and refunds

You have 10 days from delivery to raise a return with Novella Mansion. Notions are cheap to buy and easy to open, so the rule here is simple: if the packet is still sealed, it can come back.

The window

Requests must reach us within 10 days of the delivery scan on the courier record. Open the parcel and check it against the invoice on the day it arrives — counts and blister damage are far easier to settle straight away.

What we can accept back

• Sealed, unopened packets, blisters and cases, in the original packaging.
• The full set where an item is sold as one — a 12-piece gauge set comes back as twelve pieces.
• The invoice from the parcel, or a photograph of it.

What we cannot take back

Opened pin, needle and clip packets, for hygiene and safety reasons — once a blister of pins is opened we cannot resell it, and we will not pass a part packet to the next customer. The same goes for used marking pens and any tool with wear on the point or blade, plus made-to-order items, clearance stock and gift cards. This does not affect your rights if the goods were faulty or wrongly supplied.

Damaged, short, wrong or missing on arrival

Film the unboxing — start before you cut the tape. If a blister is crushed, a needle has worked through its wrapper, a marking pen has leaked, the count is short or the wrong item arrived, send us the clip within 48 hours of delivery. On that evidence we replace or refund immediately and collect at our cost.

Marking pens and heat-erasable ink

Heat-erasable ink is designed to disappear under an iron and can reappear in cold conditions; that behaviour is how the ink works and is not a fault. Always test any marking pen on a scrap of the same cloth before marking a garment — we say so on the product page, and a mark that will not lift from an untested fabric is not something we can refund.

How refunds are paid

Once the items are back and checked, approved refunds are processed within 6 business days. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details. We email the reference the moment it leaves us.

Who pays the return postage

We do where the fault is ours — damaged, defective, incorrect or short. On a change of mind you post the sealed items back to the address we give you and we refund the price of the goods on arrival. On a small notions order the return postage can be a real share of the value, which is worth weighing before you order two of something to compare.

Exchanges

Wrong needle size or a different gauge length? Say so in the first email. If the alternative is in stock we send it as the original starts back, and settle any difference either way.

Starting a return

Email hello@novellamansion.shop with the order number and one line on the problem, plus the video for a damage or short-count claim. A person replies, usually within one working day, with the return address. Please wait for that reply before posting anything back.