Last updated: August 28, 2026
The short version
If something arrives damaged, or it is not what you ordered, write to us and we will fix it at our cost. For everything else, you have 30 days, as long as the product is still sealed.
Returns
You have 30 days from delivery to request a return. After that we cannot offer a refund or an exchange.
To be accepted, the item must be unopened, sealed and in its original packaging.
Why sealed products only
Our creams and lotions go on the skin. Once a jar or a bottle has been opened we cannot guarantee it has been kept safely, so we are not able to put it back into circulation or send it to anyone else. This is the same rule that applies to any cosmetic product, and it exists to protect you.
If the order arrived damaged or wrong
That one is on us. Write to info@novopielcream.com within 7 days of delivery with your order number and a photograph of the problem. We will send a replacement or refund you in full, and we pay the shipping. The product does not need to be sealed in this case.
How to start a return
- Email info@novopielcream.com with your order number and the reason.
- Wait for our reply. We will confirm the return address.
- Send the product back once you have that confirmation.
Please do not send anything back before writing to us. Packages that arrive without a confirmed return cannot be processed.
Refunds
When your return reaches us we inspect it and email you the decision. If it is approved, the refund goes back to the same payment method you used. Your bank or card issuer decides how long it takes to appear, usually between 5 and 10 business days.
If more than 10 business days have passed since we told you the refund was approved and you still do not see it, write to us and we will chase it with you.
Return shipping
Unless the item was damaged or was not what you ordered, the cost of sending it back is yours and is not refundable.
Sale items and gifts
Items bought on sale or with a discount follow the same rules as any other order.
Questions
Write to info@novopielcream.com. A person reads that inbox.