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RETURNS & EXCHANGES

Please choose carefully before purchasing. NOVEY does not accept returns, refunds or exchanges for change of mind, incorrect selection or unwanted gifts.

For hygiene reasons, lunch bags cannot be returned or exchanged unless they are faulty or otherwise fail to meet a consumer guarantee under Australian Consumer Law.

Backpacks and coin purses are also not eligible for change-of-mind returns or exchanges.

If you believe your item is faulty, please contact us with your order details and clear photographs of the issue so we can assess it. Where a product does not meet a consumer guarantee, NOVEY will provide an appropriate remedy in accordance with Australian Consumer Law.

This policy does not exclude or limit any rights or remedies available under Australian Consumer Law.

SHIPPING & DELIVERY

We aim to pack and dispatch all in-stock orders within 24 hours. While this may not be possible on every occasion, please be assured that we will always do our best to have your order on its way as quickly as possible.

For Australian orders, estimated delivery after dispatch is generally within three business days for Express Post and six business days for Standard Post. These are estimates only and may vary depending on your location, Australia Post’s network and circumstances outside our control.

International delivery times vary depending on the destination and local postal services. We aim to dispatch international orders within 24 hours, but transit times may be affected by customs processing and other carrier delays.

Estimated dispatch timeframes for pre-order products are displayed in each product description. Although these estimates are usually accurate, manufacturing, freight or customs delays can occasionally occur. We recommend allowing an additional one to two weeks for unforeseen delays. We will always do our best to keep you updated and get your order to you as soon as possible.

We also offer Local Newcastle (NSW, specific postcodes) delivery on a Friday if ordered before 10am. Delivery times are between 12-5pm on a Friday. We do not do Local delivery on Public Holidays.

If you have any questions about your order, please email hello@novey.com.au, and we’ll get back to you as soon as we can.

CARE INSTRUCTIONS

Due to concerns regarding zipper wear, we strongly recommend hand washing rather than machine washing whenever possible.

Wipe clean with a damp cloth whenever possible. Due to concerns regarding zipper wear, we strongly recommend hand washing only when absolutely necessary.

If machine washing is unavoidable, close all zippers and place the lunch bag inside a protective wash bag to help maintain its shape and minimise friction. Wash separately on a cold, gentle cycle using a mild liquid detergent. Do not use harsh detergents, washing powders, bleach, stain removers or fabric softener. Do not soak or tumble dry. Reshape while damp and allow to air dry completely.

Please note that machine washing increases the likelihood of general wear and tear, including fading or loss of the coloured coating on the zipper hardware. This is a natural result of the friction and movement that can occur during washing. NOVEY cannot accept responsibility for zipper wear, fading or coating loss resulting from machine washing.

OUR DESIGN, MANUFACTURING & MATERIALS

Every NOVEY product and technical pack is thoughtfully designed in Australia. We also collaborate with talented Australian textile and surface-pattern designers to create our original, hand-drawn prints—bringing a distinctly Australian creative touch to every collection.

Our products are responsibly manufactured by trusted manufacturing partners in China. We are committed to making thoughtful material choices and working towards more ethical and sustainable production wherever possible.

We aim to use natural fibres where they are practical and suitable. However, natural fibres do not always provide the durability, water resistance or easy-clean finish required for certain children’s products. For this reason, our backpacks and lunch bags have a 100% polyester exterior, while our lunch bags also feature a PEVA lining. These materials help our products withstand everyday wear and tear, last longer and be easily wiped clean with a damp cloth.

For future products such as clothing, accessories and tote bags, we will prioritise natural materials such as 100% cotton wherever their intended use allows. Our goal is to balance durability, practicality and responsible material choices while continuing to improve with every collection.