Shipping policy

Last updated: 21 October 2026

Orders placed on www.novelliss.com are prepared and shipped by our logistics partner AD2L (SAS AD2L, 70 avenue des Bruyères, 69150 Décines, France) on behalf of Hair Complex International SAS.

Where we ship

We currently ship to mainland France and to the following European Union countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. We do not ship to Corsica, overseas territories, the United Kingdom, Switzerland or outside the European Union for the time being.

Processing time

Orders are prepared within 1 to 3 business days (Monday to Friday, excluding French public holidays) after payment confirmation. Orders placed after 12:00 on a Friday are processed the following Monday.

Delivery times

Mainland France: 2 to 4 business days after dispatch
European Union: 4 to 10 business days after dispatch, depending on the destination

Delivery times are indicative. In accordance with article L216-1 of the French Consumer Code, delivery takes place no later than 30 days after the order. If the goods have not been delivered within 30 days, you may cancel the order and obtain a full refund (article L221-5).

Shipping costs

Shipping costs are calculated on the total weight of the order and shown at checkout before payment.

Order weight	Mainland France	EU zone 1	EU zone 2
0 – 1 kg	7.90 €	14.90 €	18.90 €
1 – 3 kg	10.90 €	19.90 €	24.90 €
3 – 8 kg	15.90 €	27.90 €	34.90 €
8 – 30 kg	22.90 €	39.90 €	49.90 €
Free shipping	from 64 €	from 64 €	from 64 €

EU zone 1: Belgium, Luxembourg, Germany, Netherlands, Spain, Italy, Portugal, Austria.
EU zone 2: all other listed EU countries.

Tracking

A tracking link is sent by e-mail as soon as the parcel is handed to the carrier. You can also follow your order from your customer account.

Damaged or missing parcels

Please check the parcel on delivery. If it is damaged, refuse it or write precise reservations on the delivery note and contact us within 3 days at office@novelliss.com with photographs. If a parcel is declared delivered but has not reached you, contact us within 7 days so that we can open an enquiry with the carrier; a replacement or a refund is made once the enquiry is closed.

Returns

Return conditions are described in our Return and refund policy. Return parcels are sent to the address communicated by our customer service when the return is confirmed. Return shipping costs are borne by the customer, except in the case of a defective or incorrect item.