Frequently Asked Questions

Browse our catalogue, add items to your cart, then head to checkout. Fill in your shipping details, choose your preferred payment method, and confirm your order. You'll receive a confirmation email immediately.

We begin processing orders quickly, so changes may not always be possible. Please contact us within 1 hour of placing your order. After that window, we cannot guarantee changes but we will do our best.

Cancellations are accepted within 1 hour of ordering, before fulfilment begins. Contact our support team immediately. Once an order has been dispatched, cancellations are no longer possible and our returns policy applies.

Once your payment clears, we process and prepare your order for dispatch. You'll receive a shipping confirmation email with a tracking number once it leaves our fulfilment centre, typically within 1–3 business days.

No. You can order as little as one item. There is no minimum order value or quantity required.

Yes. For large or wholesale orders, please contact us directly via the contact page. We can accommodate bulk requests and discuss pricing for larger quantities.

A confirmation email is sent to your registered email address immediately after your payment is processed. It includes your order number, item summary and estimated delivery window. Check your spam folder if you don't see it within a few minutes.

Orders may be cancelled if a payment fails, an item becomes unavailable after you ordered, or if we detect an issue with your billing information. You'll always be notified by email and any payment taken will be fully refunded.

If there's a specific product you're looking for, contact us and we'll do our best to source it. We regularly add new products based on customer requests.

We do not currently offer gift wrapping. However, we are working on this feature. Sign up for our newsletter to be notified when it becomes available.

Delivery times depend on your location. Standard international shipping typically takes business days. Some destinations may experience longer transit times due to customs clearance. You'll receive an estimated delivery window in your shipping confirmation.

Yes. We ship to most countries worldwide. A small number of destinations may be restricted due to logistics or customs regulations. If your country is unavailable at checkout, please contact us and we will explore alternatives.

Shipping costs are calculated at checkout based on your delivery address and the weight of your order. The exact cost is shown before you confirm payment — there are no hidden charges.

Express shipping options may be available depending on your location. Where available, it will appear as an option at checkout alongside the estimated delivery time and cost.

We work with a network of reliable international carriers to ensure your order reaches you in the best condition and fastest time. The carrier used for your order will be shown in your tracking information once dispatched.

Address changes are only possible before your order is dispatched. Contact us as soon as possible with your order number and the corrected address. We cannot redirect packages that are already in transit.

Some carriers we use do not deliver to P.O. boxes. We recommend using a full residential or business address to avoid any delivery issues.

If your tracking shows no movement for more than 14 business days beyond the expected delivery date, please contact us. We will open an investigation with the carrier and, if the package is confirmed lost, issue a full replacement or refund.

First, check with neighbours or any safe location where it may have been left. Check with your local post office or collection point. If you still cannot locate the package, contact us within 7 days of the delivery scan and we will investigate.

Delays can occasionally occur due to customs clearance, carrier backlogs, or high-demand periods such as peak shopping seasons. Your tracking information will reflect the latest status. If there has been no update for more than 14 days, contact us.

We accept returns within 30 days of delivery for items that are unused, in their original condition, and in original packaging. Items that are damaged, used, or returned without packaging may not be accepted.

Contact our support team via the Contact page with your order number and the reason for your return. We will provide a return authorisation and instructions. Do not send items back without prior authorisation as they may not be processed.

Once your return is received and inspected (typically 3–5 business days after we receive it), your refund is processed within 3–7 business days. Depending on your payment method, it may take a further 3–10 business days to appear on your statement.

Yes. If you would prefer a different size, colour, or product, let us know when contacting support and we will arrange an exchange where stock is available. If the exchanged item has a different price, the difference will be charged or refunded accordingly.

Certain categories are non-returnable for hygiene or safety reasons, including personal care items, underwear, swimwear, and pierced jewellery. Sale or clearance items may also be final sale — this will be indicated on the product page.

Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect. We recommend using a tracked shipping service for your return, as we cannot be responsible for items lost in return transit.

We apologise for any fulfilment errors. Contact us immediately with your order number and a photo of the item received. We will arrange collection and send the correct item at no additional cost to you.

Please photograph the damage and the packaging immediately upon receipt and contact us within 48 hours. We will assess the damage and either send a replacement or process a full refund — whichever you prefer.

Yes. Every product on DropNova passes our quality review before being listed in our catalogue. We review product listings regularly and remove items that receive poor quality feedback from customers.

Stock availability is shown on each product page. If an item shows "In Stock", it is available to order. Low stock warnings appear when quantities are limited. Out-of-stock items cannot be added to cart.

We use high-quality product images that accurately represent the items. However, colours may appear slightly different depending on your device screen settings. If you have questions about a specific product's appearance, contact us before ordering.

Where available, size guides are included on individual product pages. If a size guide is not present, please contact us and we will provide the measurements. We recommend checking measurements carefully as sizing may vary by product.

New products are added to our catalogue regularly. We source items across a wide range of categories to continuously expand what's available. Follow us or subscribe to our updates to be notified of new arrivals.

Absolutely. Use the Contact page to ask any product-specific questions before placing your order. We are happy to provide additional photos, measurements, or specifications where available.

Products may be removed if they go permanently out of stock, if quality issues are identified, or if a product is discontinued or no longer meets our quality standards. If you were planning to purchase an item that is no longer listed, contact us — we may be able to source it for you.

We accept all major debit and credit cards (Visa, Mastercard) as well as mobile money payments where available. All payments are processed through our secure payment gateway.

Yes. All payment information is encrypted using industry-standard SSL/TLS technology. We do not store your card details on our servers. Your payment is processed through a PCI-DSS compliant payment processor.

Common reasons include incorrect card details, insufficient funds, your bank blocking an international transaction, or your card's daily spending limit being reached. Try again with updated details or contact your bank. You can also try a different payment method.

The price shown at checkout is what you pay. There are no hidden fees from us. However, your bank may charge a foreign transaction fee if they classify the payment as international — this is set by your bank and is beyond our control.

We do not currently offer instalment payment plans. All orders must be paid in full at the time of purchase.

Yes, we run promotions from time to time. Sign up for our newsletter or check the site regularly for active offers. Discount codes are entered at checkout before confirming your order.

Absolutely. We do not sell, rent, or share your personal information with third parties for marketing purposes. Please review our Privacy Policy for full details on how we handle and protect your data.

You can browse and add items to cart without an account, but you will need to create a free account or check out as a guest to complete a purchase. Creating an account lets you track your orders and access your order history.

Click "Register" in the top navigation bar. Enter your name, email address, and a password. Your account is created instantly and you can start shopping right away.

On the login page, click "Forgot Password" and enter your registered email address. You will receive a password reset link within a few minutes. Check your spam or junk folder if it doesn't arrive.

Log in and go to your account dashboard. From there you can update your name, email address, and password. If you need to update payment or billing information, this is done at the time of your next purchase.

Each email address can only be linked to one account. We do not permit multiple accounts per person as this can lead to issues with order history and support.

To request account deletion, contact our support team with your registered email address. We will process your request within 7 business days. Note that deleting your account will remove access to your order history.

Yes. Passwords are encrypted and never stored in plain text. We use secure, industry-standard authentication practices. We recommend using a strong, unique password and not sharing your login credentials with anyone.

Once your order is dispatched, you'll receive a shipping confirmation email containing your tracking number. You can then visit our Track Order page and enter your order number to see real-time status updates.

Tracking numbers are sent by email within 1–3 business days of your order being placed, once your package has been handed to the carrier. If you haven't received one after 3 business days, check your spam folder or contact us.

Tracking updates can sometimes pause during international transit, particularly during customs clearance. This is normal and does not mean your package is lost. If there is no update for more than 14 business days past your expected delivery date, please contact us.

Customs clearance is a standard process when goods cross international borders. Most parcels clear customs without any action needed from you. In rare cases, customs may request documentation or a duty payment — you will be contacted directly if this occurs.

Yes. Log in to your account and visit your dashboard to see the status of all your orders in one place. You can also use the Track Order page to look up any individual order by its order number.

You can reach us through the Contact page on our website. Fill in the contact form and our team will respond within 24–48 hours on business days.

Our support team operates Monday to Friday, 9am–6pm (GMT). We aim to respond to all enquiries within 24 hours. Messages received over weekends will be addressed on the next business day.

We take all complaints seriously. If your initial support request was not resolved to your satisfaction, reply to the original support email requesting escalation. Our team will ensure a senior member reviews your case within 48 hours.

We currently handle all support via email and our contact form. This allows us to provide documented responses and faster resolution. We aim to respond to all messages within 24 business hours.

We are working on adding a product review system. In the meantime, you can share feedback through our contact form — we genuinely value hearing from customers about their experience.