FAQS

Do you have a specific collection for baby, gym or travel bags? 

No. All our bags are designed to be multi purpose so you can use them for anything! We've won awards for our bags across multiple categories from Best Gym Bag to Best Baby Bag


Do all your bags feature the same tech? 

Yes! All our bags feature: water resistant, wipeable linings + breathable sections + bottom pull-out pocket with anti smell technology + an upright, spill proof bottle holder.


Which ones are suitable for laptops? 

All our range has a laptop sleeve - please check each product for laptop sizes that fit 


What can I fit in the bags? 

Our bags are designed to carry a lot. Check out the reviews of other customers or ask them a question about what they carry in theirs! Our bags can carry: a change of shoes / pack of nappies / Tupperware + a change of clothes + a few small make up/toiletry bags + handbag essentials + a sports / baby bottle + a baby mat. Some styles also fit a laptop.


What size bottle can I fit in? 

Most 500ml bottles will fit in, but please try yours as it will depend on the exact make, the shape and what else you are carrying in your bag. Be sure not to remove any labels when trying your bag in case you need to return it! All our bags have a separate zip up bottle compartment.


Which are your best-sellers? 

Charli Backpack is always selling out.


My favourite one is out of stock :( What do I do? 

We restock most items within a few weeks! Sign up to our newsletter to find out when they're back in, or email us at info@novandkoa.com and we'll let you know when they're available.  You can also see if we have the style you want available to pre-order! 


What is a Pre Order? 

Our most popular styles sell out very quickly, especially our Charli Backpack. Due to customer demand, we opened a Pre Order system where you can secure your bag before the stock arrives. We take payment at the point of purchase and your bag will delivered once the stock arrives  (please see specific products for exact date info). Our normal return and refund policy still applies, so if you want to exchange or return the bag when it arrives, you can! 

Please note that you cannot use Klarna Payments when buying a pre-order.


My discount code doesn't work! 

Some of our codes only work with full price items, and you cannot use two codes at the same time.


Is your site secure? 

Yes. We use Shopify, one of the world’s largest hosting platforms. Shopify are accredited and certified by GeoTrust, so we can be sure your payment details are secure. When you enter the checkout you will see the small padlock sign on the top right of the screen in the address bar - this confirms that you have entered a secure payment page.

We take your safety and privacy very seriously. We are a fully PCI and GDPR compliant merchant.  We also adhere to the principles laid out in the Data Protection Act 1998. 

If you chose to create an account with us by signing up to our newsletter, website promotion or competition, you can be safe in the knowledge that your personal information will not be sold on or given to third parties and is fully protected. If you do not opt in to receive our newsletter you will not receive marketing emails of any kind from us, although you will receive emails with regards to your order and delivery. If you think you've received an email incorrectly, please let us know immediately at info@novandkoa.com. 

We never pass on personal details. We do not capture or store any payment details on our servers - all transactions are routed through our merchant accounts. 

Once you have made a purchase, you may be contacted to leave a review for that product.  We do not gather your personal details if you leave feedback through our reviews.  

You can read more about our Privacy Policy here 


Where is my order? 

If you have not received your order or you have a question, you can contact us at info@novaandkoa.com

UK deliveries are despatched can take up to 7 days to be delivered but most areas are delivered in 2-5 days. Please note that during bank holiday periods our warehouse is closed and orders will take longer to be delivered. 


How easy it to return my order?

See our Returns policy here


What is your returns policy?

See our Returns policy here

 

Do you pass on my personal details and what do you do with my data?

We take your safety and privacy very seriously. We are a fully PCI and GDPR compliant merchant.  We also adhere to the principles laid out in the Data Protection Act 1998. 

If you chose to create an account with us by signing up to our newsletter, website promotion or competition, you can be safe in the knowledge that your personal information will not be sold on or given to third parties and is fully protected. If you do not opt in to receive our newsletter you will not receive marketing emails of any kind from us, although you will receive emails with regards to your order and delivery. If you think you've received an email incorrectly, please let us know immediately at info@novaandkoa.com 

We never pass on personal details. We do not capture or store any payment details on our servers - all transactions are routed through our merchant accounts. 

Once you have made a purchase, you may be contacted to leave a review for that product.  We do not gather your personal details if you leave feedback through our reviews.  

You can read more about our Privacy Policy here 


Sustainability Policy 

We are a Vegan brand.

We use natural, sustainable activated charcoal as our patented smell removing technology. 

All our range will feature Repreve recycled linings by 2020 - https://repreve.com/ 

We have a commitment to reducing landfill through recycling and donations to charitable causes and community projects.

All our packaging is fully recyclable!