Frequently asked questions
Where does my order ship from?
Our dispatch address is 2450 Shelbyville Rd, Louisville, KY 40207, United States. We serve customers in the United Kingdom and do not claim UK dispatch.
How long does delivery take?
Allow 1–2 working days for preparation and an estimated 3–7 working days in transit after dispatch. The total estimate is 4–9 working days, subject to customs and carrier conditions. Standard UK shipping is free.
How do I choose the right size?
Compare product dimensions with your room, doorways and access route. Centimetre conversions are approximate. Our bed size names are US supplier names, so check the measurements rather than assuming a UK Double, King or Super King fit. Mattress compatibility must be confirmed before ordering.
Is assembly included?
Read each product’s assembly guidance. Unless explicitly agreed, assembly and packaging removal are not included. Keep supplied instructions and ask us if a part is missing.
Can I return an item?
You can notify us of a change-of-mind cancellation within 14 days after receipt and then have a further 14 days to return it. Returns go to our US address. You pay direct return costs for non-faulty goods; we bear reasonable costs for faulty, damaged or incorrect goods. See the full returns policy before ordering.
What if my furniture arrives damaged?
Email customer care with your order number and a description. Photos help us arrange an appropriate remedy. Prompt reporting is helpful, but we do not impose a short reporting deadline that removes your statutory rights.
How can I contact Novacrest?
Email support@novacrestdigitalliving.com. Our service hours are Monday–Friday, 09:00–17:00 UK time, excluding UK bank holidays.
Will I pay import VAT or customs duty on delivery?
No. Our UK prices include applicable UK VAT and import duties, and Novacrest bears import-clearance charges. Standard UK delivery is free. If a carrier requests an import payment, contact us so we can resolve it.