Frequently Asked Questions 


What should I do if I have searched your website but been unable to find the product I am looking for?

Our website is continually expanding. We are adding and updating products regularly so if you can't find what you need please contact us. We may have the item in stock or be able to get it from one of our many international suppliers on special order.


What do we do with your information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. 

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. 

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.


What payment methods do you accept?

We use PayPal to process online orders, wich is a robust and reliable payment processing system that offer the highest level of security. It is GDPR and PCI-DSS compliant and have sophisticated fraud screening enabled through Datacash, 3D Secure, CVV2 and AVS.

Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

We also use and recommend wire-transfer.


What is VAT?

The term VAT refers to Value Added Tax. The rate of VAT is set by the Government, therefore all goods purchased from us by UK and EU individuals include this.


Do I have to pay VAT?

All prices shown on our online store include VAT at 20%.

Customer buying from within the UK and EU will be charged prices inclusive of VAT.

International customers buying from outside the EU and customers buying from the Channel Islands are exempt from paying VAT.


Where do you ship to?

We ship internationally. If you cannot find your country listed at the checkout please contact us for shipping costs and delivery times.


How long will it take for my order to arrive?

We aim to get your order to you as soon as possible.

UK orders over £200 are shipped for free. In these instances we will use the shipping method we deem best. Delivery time will vary between 2 and 14 working days depending on the destination and service selected. Please note that international orders may be subject to customs charges and shipping delays which are beyond our control.

EU orders over £200 are shipped for free with the exemptions of Cyprus and Malta. 

International orders will always be shipped using a tracked and signed for service for your protection. Delivery time will vary between 2 and 14 working days depending on the destination and service selected. Please note that international orders may be subject to customs charges and shipping delays which are beyond our control.

All products that can be ordered from our website through a pre-order campaign, a crowdfunding campaign (like Kickstarter and Indiegogo), an angel investment campaign or are currently under development, will be available for shipping as soon as they are manufactured.

We use leading carriers including UPS to ship your orders and although we are confident that they will deliver promptly we cannot be held responsible for any delays in their scheduled deliveries. 

We ship Monday to Friday. All orders received over the weekend will be processed on the following Monday, with the exception of Bank Holidays were they will be processed on the Tuesday.


Can I track my order?

All orders will be shipped using a tracked service, your tracking reference number will be shown on your order shipped email.


What do I do if I want to return an item?

We want you to be happy with your purchase. If you are not, your consumer rights under the Distance Selling Regulations entitle you to request a refund or exchange within 15 working days of receipt. If you opt for a refund it must be made to the card that was used to purchase the item and will include the outbound delivery charge but not the return cost, unless the item is faulty.

Novativo accepts returned items up to 15 days after purchase on all apparel and Helmets.

Items must be in perfect condition/unworn and in original packaging with all tags.

Due to the nature of these products, all eBikes, eBoards, eScooters and all motorized vehicles may not be returned after being ridden.

Returns must be shipped to the address below along with the sales invoice or delivery note. We suggest that returns are sent using a signed for service for your protection. Please state whether you would like a refund or an exchange and include contact details. 

Unwanted items, unless faulty, should be returned in a re-saleable condition. We expect this to mean you've kept the original packaging and labels, and that the item is undamaged and unused. All motorized vehicles may not be returned after being ridden.


Novativo

Returns Department

Anghel Nutu nr.2 Street

Sector 4

Bucharest

050381


If you have a query regarding a return please feel free to contact us via contact@novativo.com