FAQ

Orders & Shipping

How do I place an order?

To place an order, select the NOVALYXY vase collection you would like to purchase, review the product details and available options, add the item to your shopping cart, and complete the checkout process.

Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.

Can I change or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before your order enters the fulfillment process. However, once an order has entered processing, packaging, shipping preparation, or dispatch, we cannot guarantee that changes or cancellations can be made.

How do I track my order?

Once tracking information becomes available, we will send a shipping confirmation email to the email address provided during checkout.

Please note that tracking updates may require some time to appear after a shipping label has been created. Tracking frequency may vary depending on the shipping carrier and destination.

When will my order arrive?

Delivery times may vary depending on your destination, carrier operations, customs procedures, local delivery conditions, holidays, and other external factors.

Order processing times and estimated delivery periods are provided in our Shipping Policy.

All delivery timeframes are estimates and are not guaranteed delivery dates.

What should I do if my order arrives damaged, incorrect, or incomplete?

If your NOVALYXY product arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

To help us review your request efficiently, please provide:

  • Order number
  • Clear photos of the product
  • Photos of the packaging
  • Shipping label photo, if available
  • Additional details describing the issue

Our support team will carefully review your request and provide the appropriate assistance.

Product Support

What types of products does NOVALYXY offer?

NOVALYXY offers a curated collection of Nordic-inspired decorative vases designed to bring elegance, harmony, and artistic beauty into modern living spaces.

Our collections include:

  • Glass Vases
  • Resin Vases
  • Ceramic Vases

Each collection combines carefully selected materials, refined shapes, and timeless designs to complement contemporary home interiors.

Available products may change as new collections and designs are introduced.

Are NOVALYXY products made with different materials and finishes?

Yes. NOVALYXY vases are created using different materials, finishes, textures, and decorative techniques depending on each collection.

Our products may feature variations in:

  • Shape
  • Texture
  • Color
  • Surface finish
  • Decorative details
  • Material characteristics

Due to the nature of craftsmanship and material production, slight differences may occur between individual pieces or production batches.

These natural variations are part of the unique character of each product and do not necessarily indicate a defect.

Will the product look exactly like the photos?

We make every effort to display our products, colors, textures, proportions, and finishes as accurately as possible.

However, the actual appearance may vary slightly due to:

  • Screen settings
  • Lighting conditions
  • Photography environment
  • Material characteristics
  • Manufacturing variations

Please review the individual product page for detailed product information before purchasing.

How should I care for NOVALYXY vases?

For most NOVALYXY decorative vases:

  • Handle products carefully to avoid drops or strong impacts.
  • Keep products clean and dry.
  • Use a soft cloth for surface cleaning.
  • Avoid harsh chemical cleaners.
  • Avoid excessive pressure on delicate decorative details.
  • Follow any product-specific care instructions provided.

Proper care helps maintain the beauty and quality of your vase over time.

How should I care for glass, resin, and ceramic materials?

Different materials require different care methods:

Glass Vases

  • Handle carefully to avoid impact.
  • Clean with a soft cloth.
  • Avoid sudden temperature changes.

Resin Vases

  • Keep away from excessive heat.
  • Avoid strong chemicals.
  • Clean gently with a soft cloth.

Ceramic Vases

  • Avoid dropping or strong impact.
  • Clean carefully to protect the surface finish.
  • Handle decorative details with care.

What should I do if my product has an issue?

If your NOVALYXY product experiences a problem, please inspect the item carefully and avoid attempting repairs or modifications.

When contacting our support team, please provide:

  • Order number
  • Product name
  • Description of the issue
  • Clear photos or videos where applicable

This information will help us review your request and provide assistance more efficiently.

Can I use NOVALYXY vases outdoors?

Unless specifically stated on the product page, NOVALYXY decorative vases are designed primarily for indoor decoration.

We recommend protecting products from:

  • Rain
  • Excessive moisture
  • Extreme temperatures
  • Direct sunlight for extended periods
  • Harsh chemicals

Please refer to individual product descriptions for specific usage recommendations.

Are product dimensions exact?

Product dimensions displayed on our website are intended to provide a useful reference.

Small variations may occur due to:

  • Handmade-style craftsmanship
  • Manufacturing processes
  • Measurement methods
  • Material characteristics

Please review the individual product page for detailed specifications.

Returns & Warranty

What is your return process?

Before returning any product, please review our Return & Refund Policy and contact our customer support team for return instructions.

Returns sent without prior authorization or without following the provided instructions may not be accepted.

Does NOVALYXY offer a warranty?

Eligible NOVALYXY products may include limited product support for qualifying issues related to materials or workmanship under normal intended use.

Any applicable support coverage will be described in the relevant product information, order details, or applicable policy pages.

What should I do if my product develops a problem?

If your NOVALYXY vase arrives damaged or develops an issue, please contact our customer support team.

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Clear photos or videos where relevant

Email:
service@novalyxy.com

Providing complete information allows our team to review your request more efficiently.

Payments

What payment methods do you accept?

Available payment methods are displayed during checkout.

Prices are displayed and processed in U.S. dollars (USD).

Payment options may vary depending on your location, device, and available payment services at the time of purchase.

Is my payment information secure?

Payments are processed through secure payment methods and payment service providers available during checkout.

NOVALYXY does not request customers to send complete payment card information through email or customer support messages.

For additional information, please review our Payment & Security Policy.

Product Information

Where can I find detailed product specifications?

Product-specific information is provided on each individual product page and may include:

  • Product dimensions
  • Materials
  • Colors and finishes
  • Design details
  • Product variations
  • Care instructions
  • Recommended usage

Because each collection has unique characteristics, please review the relevant product page before purchasing.

Can colors or textures look different in person?

Yes. Product colors, finishes, and textures may appear slightly different depending on:

  • Screen settings
  • Room lighting
  • Photography conditions
  • Natural material characteristics
  • Production variations

We aim to represent each NOVALYXY product as accurately as reasonably possible.

Do products have identical finishes and details?

Not always.

Due to the characteristics of glass, resin, and ceramic materials, individual products may have slight differences in:

  • Texture
  • Shape
  • Surface details
  • Color tone
  • Decorative elements

These variations are natural characteristics of the materials and craftsmanship and do not necessarily indicate a product defect.

Contact Us

If you have questions about your order, shipping, returns, product care, product specifications, or product usage, please contact us:

Email:
service@novalyxy.com

For order-related inquiries, please include your order number whenever possible.

For product support, including your product name and a brief description of your question will help us assist you more efficiently.

Corporate Information

Brand:
NOVALYXY

Website:
novalyxy.com

Legal Entity:
Zhengzhou Shuojushihua Network Technology Co., Ltd.

Registered Address:
Room 601, Unit 1, Building 9, No. 109 Jingnan 10th Road,
Zhengzhou Economic and Technological Development Zone,
Henan Free Trade Zone, China

Unified Social Credit Code:
91410100MAEEFQXX8J

Company Type:
Limited Liability Company (Sole Proprietorship by Natural Person)

Legal Representative:
Wang Yujin

Registered Capital:
RMB 100,000

Date of Establishment:
March 25, 2025

Customer Support Email:
service@novalyxy.com

NOVALYXY is operated by Zhengzhou Shuojushihua Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related ecommerce activities.

NOVALYXY — Nordic-Inspired Vases Designed to Elevate Everyday Spaces.

Discover elegant Glass, Resin, and Ceramic vase collections created to bring timeless beauty and modern Nordic style into your home.