Frequently Asked Questions
Where is your business based?
Northvale Home Goods LLC is based at 3600 Winthrop Dr, Lexington, KY 40514, United States. Orders are dispatched from this address.
Where do you deliver?
We deliver throughout the United Kingdom, including England, Scotland, Wales, Northern Ireland, and UK offshore and remote locations.
Is delivery free?
Yes. Standard delivery is free on all UK orders, with no minimum purchase required.
Will I need to pay VAT or import charges separately?
No. Displayed prices include applicable UK VAT. We cover applicable import duties, import taxes, and customs clearance charges.
If a carrier requests an import payment, contact us before paying so we can resolve it.
How long does delivery take?
Processing takes 3–5 business days. Transit after dispatch is estimated at 6–12 business days.
Total estimated delivery is 9–17 business days.
Business days are Monday to Friday, excluding U.S. federal public holidays. UK bank holidays, customs processing, weather, and carrier disruptions may also affect actual delivery.
What is your order cut-off time?
6:00 PM U.S. Eastern Time (ET), Monday to Friday, excluding U.S. federal public holidays.
Orders placed after the cut-off or on non-business days enter the processing schedule on the next business day.
Do your opening hours use UK time?
No. Our customer service hours and order cut-off use U.S. Eastern Time, following EST in winter and EDT during daylight saving time.
How can I track my order?
We will email you when your order is dispatched and provide tracking information when available.
Can I cancel my order?
Yes. Email us before dispatch with your order number.
If the order has already dispatched, you may still exercise applicable statutory cancellation rights or request a return under our Return and Refund Policy.
How long do I have to request a return?
We offer a 30-calendar-day return request window after delivery.
Please send the goods back within 14 calendar days after notifying us.
This voluntary policy is in addition to your statutory UK cancellation and faulty-goods rights.
Where do I send my return?
Returns are sent to:
Northvale Home Goods LLC
3600 Winthrop Dr
Lexington, KY 40514
United States
Please contact us for instructions before posting your parcel.
Who pays return postage?
For change-of-mind returns, you arrange and pay the cost of returning goods to our U.S. address. International return postage varies by carrier and may be more expensive than domestic UK postage.
For faulty, damaged, or incorrect goods, we cover the necessary return costs and provide an appropriate arrangement.
Is there a restocking fee?
No.
When will my refund be processed?
We issue applicable refunds without undue delay and within 8 business days after receiving the returned goods or evidence of return, whichever occurs first.
We always meet any earlier applicable statutory deadline.
Refunds are issued to the original payment method. Your bank or payment provider may need additional time to display the funds.
Can I exchange an item?
For a different item, return your original purchase and place a new order.
For faulty, damaged, or incorrect goods, contact us first so we can arrange an appropriate remedy.
What if my parcel is missing or damaged?
Email support@northvaleee.com with your order number and a description of the issue.
Photographs are helpful for damaged goods where available. We will investigate and arrange an appropriate resolution.
How do I contact customer service?
Email: support@northvaleee.com
Monday–Friday: 9:00 AM–6:00 PM U.S. Eastern Time (ET)
Closed on Saturdays, Sundays, and U.S. federal public holidays.