Frequently asked questions
Everything you need to know about ordering, shipping, and our products. Can't find your answer? Contact us.
Every piece we sell is handmade and imported directly from artisan workshops and cooperatives in America, Ecuador, and Africa. We work directly with the makers, not through mass production lines.
Yes, we currently deliver to every region of Belgium. Orders are prepared within 1–3 business days and typically arrive within 2–5 business days after shipping.
Shipping costs are calculated automatically at checkout based on the size and weight of your order.
Yes. As with any online purchase in Belgium, you have 14 days from delivery to return an item, as long as it's unused and in its original packaging. See our Shipping & Returns page for the full details.
Once your order ships, you'll receive a confirmation email with a tracking link. You can also check the status anytime from our Track Your Order page.
We accept Bancontact, Visa, Mastercard, Maestro, PayPal, Apple Pay, Google Pay, iDEAL, and Klarna.
Since every piece is handmade, small natural variations in color, texture, or shape are normal — that's part of what makes each item one of a kind, not a defect.
Contact us within 48 hours of delivery at contact@novaterraie.be with a photo of the item, and we'll make it right.
Email us at contact@novaterraie.be, message us on WhatsApp, or use the form on our Contact page. We reply within 24 hours, Monday to Friday.