1 star — Parcel never arrived, and it took months just to get a straight answer
I ordered something back in June (order BOM9YV8Q67) and it just never turned up. Tracking went completely silent for over two weeks, and when it finally updated, it said the parcel had been delivered — even though I'd clearly asked for it to be left somewhere secure round the back. Instead it looks like it was left out on the doorstep in plain view, and by the time I got home, it wasn't there. From that point on, it was weeks of going back and forth with support, and getting a different story every time. One message would say it was still going through customs, another would say it had already been delivered — it felt like nobody was actually looking at the case properly, just sending out whatever template fit. I gave them everything they asked for along the way: tracking info, proof of my delivery instructions, photos of my property, even a signed non-receipt form, and each time that just led to another request rather than an actual answer. I kept pointing out, quite clearly, that under UK consumer law I'm entitled to a refund if something isn't delivered properly, and I gave them fair deadlines to sort it out. Still no refund, still no real resolution. I've ended up taking it further and raising a complaint with Trading Standards through Citizens Advice. If you're thinking about ordering from Novelship, just be aware that if anything goes wrong with delivery, getting it sorted is a long and pretty frustrating process.