Contact
Contact us
We're here for you.
Have a question? Something didn't arrive as expected? We reply fast, with real people.
Email
Reply in under 12 hours
help@novustores.com
WhatsApp
Direct chat · Mon-Fri 8am-8pm
+57 320 200 5198
FAQ
The most common questions
See answers →
Before you write to us, check
You can find most answers faster here:
Support hours
Email + WhatsApp: Monday to Friday, 8am-8pm (Colombia time, UTC-5).
Weekends: We reply the next business day. Your message won't get lost.
Average response times: under 4 hours during business hours, 12 hours max in any case.
For specific topics
Order support (tracking, delays, damage) → email with subject "Order #XXXXX"
Returns and exchanges → email with subject "Return #XXXXX"
Collaborations / press → email with subject "Press / Partnership"
Report a site bug → email with subject "Bug report"
Risk-free shopping
Your purchase, 100% protected
We want you to shop with total peace of mind.
🛡️
30-day guarantee
100% refund if you're not happy.
🚚
Trackable shipping
Real-time tracking to your door.
🔒
Secure payment
Encrypted checkout with PayPal and cards.
💬
24/7 support
We reply fast, every day.