FAQs
Below are answers to the questions we hear most often. If you cannot find what you need, email us any time at support@nuovivo.store.
Orders & Payment
What payment methods do you accept?
We accept the payment options shown at checkout. All payments are processed securely by our payment provider, and we never see or store your full card details.
Can I change or cancel my order?
Email support@nuovivo.store within 12 hours of placing your order and we will do our best to make changes or cancel it. Once an order has entered processing or been dispatched, it can no longer be changed, but you may return it under our Refund Policy.
Shipping & Delivery
How much is shipping?
Shipping is free on every order, with no minimum spend. Any import duties or taxes on international orders are the responsibility of the recipient.
How long will my order take?
Orders are processed within 1–2 business days and typically arrive within 7–14 business days of dispatch, so 8–16 business days in total. These are estimates, not guarantees. See our Shipping Policy for full details.
Do you ship internationally?
Yes, and shipping is free worldwide. We ship each item from the fulfilment partner best placed to reach you, so some items arrive from within your region and others are dispatched internationally.
How do I track my order?
Once your order ships, we email you tracking details. You can also use our Track Order page. Tracking can take up to 48 hours to update after dispatch.
Why did my order arrive in multiple packages?
Items may ship from different warehouses, so orders with several products often ship separately and arrive at different times, each with its own tracking number. The rest of your order is still on its way.
Returns & Refunds
What is your return policy?
You have 30 days from delivery to request a return on unused items in their original packaging. See our Refund Policy.
My item arrived damaged or faulty — what do I do?
Email support@nuovivo.store within 48 hours of delivery with photos or a short video, and we will arrange a free replacement or full refund at no cost to you.
When will I get my refund?
Approved refunds are processed to your original payment method within 5–10 business days after we receive and inspect your return. Your bank or card provider may take a little longer to post it to your account.
Products
Are your products medical devices?
No. Everything we sell is a cosmetic, personal care or relaxation product. Our products are not intended to diagnose, treat, cure or prevent any condition. Please read the safety information on each product page before use, and speak to a doctor if you have a health condition or any concerns.
Contact
Still have a question? Email support@nuovivo.store. We respond within 24 hours, Monday to Friday (9:00 AM – 5:00 PM GMT).