Questions, answered
What is Novara?
A rose gold-tone charm with one name engraved in its glass face, made to be given. It clips to a bag handle. Inside is an NFC chip, so one tap of a phone opens the identity you choose to share.
Do they need an app?
No. The person you meet only needs their phone. You set up your identities and codes in the Novara app.
How long can the name be?
Up to 11 letters, in Cursive or Block. The preview shows exactly how it will sit on the glass.
For me, or as a gift?
For me comes in a window box, included in the £50. As a gift adds a lidded gift box and a printed card in your words, for £10 more.
When will it arrive?
Each piece is engraved to order. Standard UK delivery is free and takes about two weeks.
Can I change the name after ordering?
Yes, free, for 12 hours after you order. After that the name is engraved and the piece is made for it.
Which phones can open it?
Recent iPhones, and most Android phones with NFC switched on. On iPhone, hold the top edge of the phone to the glass.
Who sees my details?
Only what you put on each identity, and only for the code you give. Change or switch off any identity at any time.
Terms of sale
These terms apply when you buy a Novara from us as a consumer in the United Kingdom. Nothing in them affects your legal rights under the Consumer Rights Act 2015.
Your order
Before you pay, we show you the engraving, the box, any gift card message, the delivery option and the total price, including VAT and any delivery charge. Your order is accepted when we email to confirm it. We engrave only the name you give us, so please check spelling, capitals and style before you confirm.
Prices
Prices are in pounds sterling and are the total you pay for the item, with engraving and the window box included. The gift box and card is an optional extra at £10. Standard delivery is free; faster delivery, if you choose it, is shown with its price before you pay.
Names we cannot engrave
We may decline an engraving that is offensive, unlawful, or uses someone else’s trade mark. If we do, we will tell you and refund you in full.
If something is wrong
Your Novara must be as described, of satisfactory quality and fit for purpose. If it is not, you are entitled to a refund within 30 days of delivery, and after that to a repair or replacement, or in some cases a refund. This applies to engraved items too.
Using Novara pages
You are responsible for what you put on your identities. Do not use them to share unlawful content, to harass anyone or to impersonate someone. Anyone can report a page they are shown. We may remove content or suspend a page that breaks these rules.
Which law applies
If you live in the United Kingdom, these terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales, or of Scotland or Northern Ireland if you live there. If you live in Hong Kong, they are governed by Hong Kong law and you can bring a claim in the Hong Kong courts. Either way, you keep every protection the law of the place you live gives you.
Returns and cancellations
Every Novara is engraved with the name you choose, so it is made to your specification. The law’s 14-day right to cancel online orders does not apply to goods made to the consumer’s specifications or clearly personalised (Consumer Contracts Regulations 2013, regulation 28(1)(b)). This means we cannot take an engraved Novara back because you have changed your mind.
Changing or cancelling your order
For 12 hours after you order, you can change the name, the style or the delivery address, or cancel for a full refund, free of charge. Use the link in your order confirmation email. After that we start engraving, so we can no longer cancel the order or refund it for a change of mind. Until your Novara is dispatched we can still change the delivery address, or hold it for up to 60 days if you need us to.
If we made a mistake
If the engraving does not match the preview you confirmed, or we sent the wrong style, finish or box, we will remake it free and send it by express delivery. You do not need to send the first one back. Within 30 days of delivery you can choose a full refund instead.
If the name was misspelt in the order
We engrave exactly what you confirm. If the spelling in your order was wrong, we can remake your Novara with the correct name for a fixed remake fee, which we will tell you before you pay. You keep the first one.
Faulty, damaged or not as described
If your Novara arrives faulty, damaged or not as described, tell us and we will put it right at no cost to you, with a replacement or a refund. These rights come from the Consumer Rights Act 2015 and are not affected by personalisation. A photo or short video is usually enough; in most cases you will not need to return anything.
Gifts
If you received a Novara as a gift, you can contact us yourself with the support code on the card in the box. You do not need to ask the person who gave it to you, and we will not tell you what it cost. A replacement is sent to you. A refund is always paid to the person who placed the order, to their original payment method.
Delivery
We deliver within the United Kingdom. Standard delivery is free and takes about two weeks, because each piece is engraved to order. Faster options are offered at checkout with their price shown before you pay. We will tell you if your order is delayed, and you can cancel for a full refund if it does not arrive within 30 days or the date we agreed. Delivery times are estimates; if you need your Novara by a particular date, choose a faster option at checkout.
Damaged or lost on the way
Your Novara is our responsibility until it reaches you. If it arrives damaged, please send us a photo of the parcel and the piece, ideally within 48 hours, and we will remake it free. Reporting late does not remove your legal rights. If tracking stops or the carrier confirms the parcel is lost, we will remake and resend it free.
Marked as delivered but not received
Please check with neighbours and any safe place the carrier uses, then tell us. We will investigate with the carrier and put it right.
Wrong address
Please check the address before you confirm. If it was entered incorrectly, we will correct it free before dispatch. If the parcel has already gone and comes back to us, we will resend it for the cost of postage.
Privacy notice
This notice explains how Novara uses personal information under the UK General Data Protection Regulation and the Data Protection Act 2018. We are the controller of the information described here.
What we collect
- When you order: your name, delivery address, email, phone number if you give it, the name to be engraved, and any gift card message and recipient details.
- When you set up your Novara: the details you choose to put on each identity, your codes, and your settings.
- When someone taps a Novara: the page they opened, when, and whether they came back, so the owner can see visits; and any message they choose to send through a Phantom page.
Why, and on what basis
To make and deliver your order and run your account (contract). To show owners who visited and to keep the service safe (our legitimate interests, balanced against yours). To meet tax and accounting rules (legal obligation). We do not sell personal information and we do not use it for advertising profiles. We will only send marketing emails if you ask us to, and you can stop them at any time.
Who we share it with
Only with the companies that help us run Novara, such as payment, delivery, engraving and hosting providers, under contracts that require them to protect it. If any of them process it outside the UK, we use the safeguards UK law requires.
How long we keep it
Order records for six years, for tax. Identity details until you delete them or close your account. Visit records for no longer than the owner needs them, and no more than 12 months.
Your rights
You can ask to see, correct, delete or move your information, object to how we use it, or restrict it. Owners can change or delete any identity at any time in the app. You can also complain to the Information Commissioner’s Office at ico.org.uk.
Age
Novara accounts are for people aged 13 and over.
Product information
Novara is a rose gold-tone metal charm, 46 mm across and 5 mm thick, with a matte glass face and a clasp that fits a bag handle. The finish is a colour, not solid or plated gold.
Inside is a passive NFC chip. It has no battery and no power of its own; it can only be read when a phone is held to it, from a few centimetres away. It does not track location.
Care and safety. Wipe with a soft dry cloth. Avoid abrasives, perfume and long immersion in water. Contains small parts: not a toy, and not suitable for children under 3. Keep away from young children.
Who makes it. Each piece is made and engraved to order for Novara. The manufacturer's name and address, and a batch reference, are printed on the packaging and in your order confirmation: [manufacturer details to be confirmed].
Accessibility
We want everyone to be able to use this site. It follows the Web Content Accessibility Guidelines 2.2 at level AA as our target: text can be resized, the page works with a keyboard, images and films have descriptions, and motion is reduced if your device asks for it. If something does not work for you, tell us and we will help you order another way.
Aftercare and guarantee
Every Novara comes with a 12-month guarantee against manufacturing defects, from the day it is delivered. The guarantee is in addition to your legal rights and does not affect them.
What the guarantee covers
In normal use: a clasp that breaks or will not close, plating that lifts away in patches, screws that work loose, and an NFC chip that stops working. We will repair or replace it free.
What it does not cover
Normal wear, light scratches, and damage from drops, knocks or misuse.
Novara Care
If your Novara is accidentally damaged or the glass is broken, we can repair or remake it at a Novara Care price, which we will tell you before you pay. If it is lost or stolen, switch it off in the app straight away, so nobody can open your identities. We can make a replacement that connects to the same identities.
If a phone will not open your Novara
- On iPhone, hold the top edge of the phone against the glass face.
- On Android, turn on NFC in settings and hold the middle of the back of the phone against it.
- Cases with a metal plate or MagSafe magnets can block the signal. Try without the case.
- If it still will not open, tell us. Most problems can be fixed on our side without sending anything.
How to reach us
Contact us using the details under Business details, with your order number or the support code from the gift card, and a photo or short video if something is wrong. We reply within one working day.
How ordering works
- Type the name, choose Cursive or Block, and choose For me or As a gift. The preview shows exactly what will be engraved.
- Add it to your bag. In the bag you can change the name, remove an item and choose a delivery option. The total, including VAT and delivery, is shown before you pay.
- At checkout you enter your delivery details and see a final summary: the engraving, the box, any card message, the delivery option and the total. You can go back and correct anything before you confirm.
- When you press Pay, you are making an offer to buy. The contract is formed when we email you an order confirmation.
The order confirmation sets out everything you ordered and includes these terms, so you can keep a copy. We also keep a record of your order; email us and we will send you a copy at any time.
Contracts are concluded in English. We do not subscribe to any code of conduct.
Prices and payment
Prices are in pounds sterling and include VAT where it applies. The price shown already includes the engraving and the window box. The gift box and card is an optional extra of £10, shown before you add it to your bag. Standard UK delivery is free; any faster option is priced before you choose it. There are no other charges added at checkout, and no fees for paying by card.
Complaints
If something is not right, email us with your order number or the support code from the gift card. We reply within two working days and aim to resolve every complaint within 14 days. When we have finished looking into it, we will give you our answer in writing.
We are not a member of an alternative dispute resolution scheme. If we cannot agree, we will tell you this in writing, and you can contact Citizens Advice for free, independent help.
Reviews
We do not pay for, write or edit reviews. If we show reviews in future, they will come only from people who have bought from us, we will publish them whether they are good or bad, and we will say how we check them.
Hong Kong customers · 香港顧客
If you buy from us or use a Novara page in Hong Kong, this section applies as well as the rest of these pages. Where Hong Kong law gives you more protection, Hong Kong law wins.
Your rights as a buyer
Your Novara must match its description and be of merchantable quality, as the Sale of Goods Ordinance (Cap. 26) requires, and everything we say about it must be accurate under the Trade Descriptions Ordinance (Cap. 362). Prices are shown in full before you pay. Personalisation does not reduce these rights.
Personal Information Collection Statement
Under the Personal Data (Privacy) Ordinance (Cap. 486): we collect your name, contact and delivery details, the name to be engraved and your card message in order to make, deliver and support your order, and the details you add to your identities in order to show them to the people you choose. Giving us order details is necessary to buy; without them we cannot fulfil the order. We share them only with the payment, delivery, engraving and hosting companies that help us, some of which may be outside Hong Kong.
Access and correction
You can ask for a copy of the personal data we hold about you and ask us to correct it, by writing to our Data Protection Officer at the address in Business details. We reply within 40 days. We may charge a fee for a copy that is not excessive, and we will tell you the amount first.
Direct marketing
We will not use your personal data for direct marketing, or give it to anyone else for that purpose, unless you have ticked the box to agree. You can withdraw that consent at any time, free of charge, by replying to any email or writing to us.
If you are not happy
Please contact us first. You can also contact the Consumer Council (consumer.org.hk) about a purchase, or the Office of the Privacy Commissioner for Personal Data (pcpd.org.hk) about your data.
中文撮要
你喺香港購買或使用 Novara，除咗以上各頁，亦適用本節；香港法例保障較多嘅地方，以香港法例為準。產品須符合描述並具可商售品質（《貨品售賣條例》第 26 章），我哋所有描述須準確（《商品說明條例》第 362 章），刻名唔會減少你嘅權利。
根據《個人資料（私隱）條例》第 486 章：我哋收集你嘅姓名、聯絡及送貨資料、刻名同心意卡內容，用作製作、送遞及售後；你喺身份頁加入嘅資料只會顯示俾你揀選嘅人。資料只會交俾協助我哋嘅付款、物流、刻字及寄存公司，部分可能喺香港以外。你可以書面要求查閱及改正你嘅資料，我哋會喺 40 日內回覆，複本可能收取合理費用，會事先通知。未經你剔選同意，我哋唔會將你嘅資料用於直接促銷或者交俾他人作直接促銷；你可隨時免費撤回同意。如有不滿，可先聯絡我哋，亦可聯絡消費者委員會或個人資料私隱專員公署。
Trade marks and designs
NOVARA and the Novara wordmark are trade marks used by Novara; a trade mark application has been filed in Hong Kong. The design of the Novara charm, including its octagonal case, eight flush screws, round glass face and the 青海波 (seigaiha) wave back, is protected by design filings in the United Kingdom, with further applications planned. Please do not copy or imitate them.
Names engraved on a Novara belong to the people who chose them. We may decline to engrave another business's trade mark.
Business details
Before ordering opens, these details will be completed. They are the details the law requires us to show you before you buy.
- Trading name: Novara
- Legal name of the business: [to be confirmed]
- Company number and registered office: [to be confirmed, if a company]
- Geographic address for correspondence: [to be confirmed]
- Email: [to be confirmed]
- Telephone: [to be confirmed, if offered]
- VAT number: [if registered]
- Data protection registration: [ICO reference, to be confirmed]
- Hong Kong Business Registration number: [to be confirmed, if trading in Hong Kong]
- Person responsible for personal data: [Data Protection Officer, contact to be confirmed]
