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

KLARNA Payments

Klarna serves 65 million consumers and work with 75 000 online merchants.

Currently Klarna payments are only available for our UK customers :(

Klarna Payments cannot be used for pre-orders. 

1) Am I able to pay using PayPal?

Yes of course - simply select PayPal in the 'Payment Method' section on the checkout page.

2) Who/what is Klarna?

Klarna are a payment service provider who take end-to-end responsibility for your payment. They support 65 million consumers worldwide in over 75 000 e-stores and are extremely safe to use.

3) I have been asked to go to Klarna's site. Is this correct?

Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna's payment site where you can settle your payment to Klarna with your card or with a bank transfer.

4) If Klarna gives me the option to pay after delivery, does a credit search take place against me?

Neither Klarna nor Fact + Fiction will run credit searches against you that could impact your credit rating. Klarna may run unrecorded enquiries that do not affect credit scoring.

5) How is my Klarna statement sent?

We will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, you can contact Klarna Customer Services.

6) How does Klarna Pay After Delivery work?

After Fact + Fiction has acknowledged your order, you will receive an email with payment instructions, telling you when and how you will need to pay.

7) What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important, that you give us the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.

8) What are my payment options with Klarna?

You can pay with debit or credit card (Visa/Mastercard) immediately in the checkout or, depending on your circumstances, take advantage of our Pay After Delivery payment option, where you can pay for the goods once you have received them via debit card or bank transfer.

9) How does the payment page work?

If you have received your goods and want to pay your statement, go to our payment page payeurope.com and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, you can contact Klarna Customer Services

10) I haven't received an email with my statement/payment information.

Please contact Klarna Customer Services. They will be able to provide you with the payment details.

11) Can I postpone my due date?

You can contact Klarna Customer Services to see if it is possible to postpone the due date on your payment.

12) May I deliver to an address other than my billing address?

Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.

13) Have you received my payment?

After we have received your payment, we will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with Klarna Customer Services with a proof of payment.

14) What should I do if I want to cancel my order?

If you would like to return goods or cancel your order, we ask you to contact us at Fact + Fiction directly. You should also contact our Klarna Customer Services who will make any necessary adjustments to the statement and provide further help if needed.

15) I have cancelled my order. How long will it take until I receive my refund?

As soon as the store have registered your cancellation or your return, the repayment will be processed within 3-14 days depending on your payment method and banking institution.

16) What happens to my invoice, when I've returned the goods?

Once the e-store have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you if you've made a partial return. With a full return, your statement will be closed (after the deduction of shipping in line with the standard Rebellious returns policy).

17) I've received an invoice, but I've not yet received my goods

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact Rebellious and get an update on your order. You should also contact Klarna Customer Services so that we can postpone the due date on your payment.

18) How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card.

19) I have other questions not answered here?

Please contact Klarna Customer Services directly or call Klarna’s Customer Service Team 7 days/week:

Monday - Friday 9.00 AM - 9.00 PM

Saturday - Sunday 9.00 AM - 6.00 PM

08081893333 or 020 300 50 833

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!