Questions, answered
Everything about ordering, our products and our promises. Still stuck? The atelier team is a message away.
Ordering & delivery
How much is delivery, and when is it free?
Standard delivery within Malaysia is a flat RM8, and free for orders over RM350. We ship worldwide at cost, calculated at checkout.
How long will my order take?
Klang Valley orders usually arrive in one to two working days, and the rest of Malaysia in two to four. We pack small batches by hand, so allow an extra day during launches.
Can I collect from the atelier?
Yes. Choose store pickup at checkout and collect from our Bangsar atelier, Tuesday to Sunday, 10am to 7pm.
Products & skin
Are your products suitable for sensitive skin?
Most are formulated specifically for daily use on sensitive skin. We always recommend a patch test when trying anything new, and our Calming range is built for reactive skin.
Are you cruelty-free and vegan?
We are cruelty-free across the whole range and never test on animals. Much of the range is vegan; where we use ingredients like lanolin-free waxes we note it on the product page.
Do your products have an NPRA notification?
Yes. Every Nova product is notified with the National Pharmaceutical Regulatory Agency (NPRA), Ministry of Health Malaysia, and carries its notification number on the product page.
Why do colour and scent vary between batches?
Because we use natural, organic ingredients in small batches. Essential oils in particular vary by harvest season. These variations are normal and do not affect quality or performance.
Returns & the Reset Loop
What is your returns policy?
Unopened products can be returned within 14 days for a refund. For a reaction to an opened product, contact us; we take these seriously and will make it right.
What is the Reset Loop?
Our refill and return programme. Send back clean empty Nova glass and we credit your next order, keeping bottles in use rather than in the bin.
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Prefer to talk? Visit the atelier in Bangsar.