How to add our address to the safe senders list?

To mark an email as a safe sender, please follow these instructions in Gmail:

  • Within Gmail, click on the 'More' tab that you will find on the left. Next, click on the 'Spam' folder.
  • If you find the email there that you want to insert as desired, open it and select 'Not Spam'.
  • Then, open the email again and click on the small arrow that appears pointing down, to the right of the 'Reply' button.
  • Among the options displayed, choose the appropriate one to add the sender to the contact list.

To mark an email as a safe sender, please follow these instructions in Outlook:

  • Click the Spam button.
  • Select “Spam Email Options” from the drop-down list.
  • Go to the Safe Senders tab.
  • Enter the email address or domain name you want to add.
  • Click OK.


What steps do I have to follow to place an order?

To start your order you must click on the product you want to buy, which will allow you to see it in detail and make your purchase. Already on the product page, select the quantity you wish to purchase and click on the "Add to My Cart" button. From "My Cart" you can review the products you are going to buy. If you want to add more products, click on the "Continue Shopping" button. Once you have reviewed the product or products you have selected, you will go to the purchasing process, clicking on “ Buy ”.


Can I request an invoice for my order?

Yes, along with your order, NOVASAN always attaches the purchase invoice.


Can I pay by card and Pay Pal?

You can purchase by paying using your Visa, MasterCard or Pay Pal card.


Is it safe to buy from online stores?

Yes. You can buy with complete peace of mind as we dedicate a great effort to having resources to guarantee the security of your purchases and your data.


How long will it take for my order to arrive?

The maximum delivery time is estimated at 24-36 hours, depending on the destination of the order and the time it was placed.


How can I make a change?

The deadline to make any changes is 30 days from the date of purchase. A product may be returned as long as it has not been used and the original packaging is preserved.

If you want to make an exchange because you do not like it, you must send us the product in its original box and protected with wrapping or double packaging so that it does not suffer any damage during transport. You must attach a copy of the invoice and send it to our headquarters: Camino de Hormigueras 175, Nave 12, 28031 Madrid. Shipping costs are your responsibility.

Once we receive the material and check its perfect condition, we will proceed to the payment and we will manage a new order for which, if it does not exceed the minimum order, shipping costs will be charged again. If the exchange material is urgent for you, we can manage the new order with return adding an additional €5, in this way the same courier who delivers the order picks up the one you want to return. Once received, the procedure is the same as mentioned above, it is reviewed and the amount is either left on account for future orders or the money is returned in the same way that the payment was made.


Is it possible to cancel an order?

Yes, you can request cancellation by calling our Sales Department, telephone 91 522 48 17.


What happens if any item in my order arrives damaged?

You must inform us within the first 7 days of receiving the order. NOVASAN will collect the product and it will be replaced as soon as possible, subject to stock availability and at no cost. If upon receipt of the order you notice that the outer box is damaged, you must indicate this on the delivery note that the courier makes you sign or reject the order for this reason since the interior may be defective and therefore it must be passed on to the courier.


Can I unsubscribe from the newsletter?

You can cancel your subscription at any time from your profile on our website.