Frequently Asked Questions (FAQ)
FREQUENTLY ASKED QUESTIONS (FAQ)
Welcome to the NOVA™ help center. Here, we've compiled answers to the most common questions to ensure you have all the necessary information before, during, and after your purchase.
1. What is NOVA™ and what type of products do you offer?
NOVA™ is a brand specializing in the design and curation of maternity and family well-being products. We select products that combine minimalist aesthetics, functionality, and safety. Our focus is on making your life easier and more beautiful during your baby's growth stage.
2. About NOVA LATIDO™: Is it a medical device?
NOVA LATIDO™ is NOT a medical device. It is designed and marketed exclusively for recreational and family bonding purposes.
Exclusive use: Its function is to allow parents to listen to fetal sounds to foster emotional bonding.
Important: Under no circumstances does it replace visits, check-ups, diagnoses, or clinical monitoring performed by healthcare professionals (gynecologists or midwives). If you have any concerns about your baby's health or notice changes in their movements, you should always consult your medical professional.
3. How can I know which product is most suitable for me?
We know that the parenting stage is intense. If you have questions about which product best suits your needs (sizes, dimensions, or use), our team is here to advise you. You can write to us via the website chat or send us an email to our customer support, and we will be happy to help you choose.
4. What payment methods do you accept?
At NOVA™, we prioritize your security. You can make your payment securely via:
Credit and debit cards (Visa, Mastercard, American Express) (ApplePay, GooglePay)
PayPal.
Other local payment methods integrated into our platform (Shopify Payments). All payments are encrypted to protect your financial information.
5. Where do you ship to?
Currently, we ship throughout mainland Spain and Portugal. We work with efficient logistics companies to ensure your products arrive in perfect condition.
6. What is the estimated delivery time?
We work to ensure you receive your orders as quickly as possible. Generally, the delivery time is 3 to 7 business days from order confirmation. During times of high demand, this period may vary slightly, but you will always have access to a tracking number to monitor your package at all times.
7. What if I receive a damaged or defective product?
At NOVA™, quality is our priority. If you receive a damaged product or one with a manufacturing defect, please contact us within the first 48 hours of receiving it. Send us a photograph of the problem to our customer service email, and we will arrange an exchange or refund immediately and at no additional cost to you.
8. Can I make exchanges or returns?
Yes, we want you to be 100% satisfied with your purchase. You have a period of 15 calendar days from the receipt of your order to request an exchange or return. The product must be in its original condition, unused, and with the packaging intact. Contact us to easily start the process.
9. How can I stay informed about your offers?
We regularly launch exclusive promotions and new products. The best way to not miss anything is to subscribe to our Newsletter (at the bottom of our website) and follow us on our social networks, where we share the daily life of the NOVA™ family.
10. How do I contact customer service?
We are here for anything you need. You can contact us via live chat on our website or by sending us an email to our support. We respond to all inquiries as quickly as possible during business hours.