Häufig gestellte Fragen (FAQ)
Questions
Everything most people want to know before they order, and shortly after their watch arrives.
What payment methods do you accept?
Visa, Mastercard, American Express, Discover and Diners Club, along with PayPal, Shop Pay, Apple Pay and Google Pay. Checkout is secured by Shopify.
Which currency will I be charged in?
Prices display in the currency selected at the top of the page, and you are charged in that same currency at checkout.
Can I change or cancel my order after placing it?
Orders can usually be changed or canceled within 12 hours of purchase. After that window your order has entered processing. Email us at hello@novacchi.com as soon as you can and we will do everything possible.
Will I receive an order confirmation?
Yes. A confirmation email is sent immediately after purchase. If it has not arrived within a few minutes, please check your spam folder before contacting us.
Where do you ship, and what does it cost?
We ship worldwide, and shipping is complimentary on every order with no minimum.
How long will my order take?
Orders are processed within 1 to 3 business days. Delivery then takes a further 7 to 20 business days depending on your destination. The full breakdown by region is on our Shipping & Delivery page.
Will I pay customs or import duties?
No. Duties and import charges are covered by us on every order, so nothing further is owed on delivery.
How do I track my order?
A tracking number is emailed to you as soon as your order ships. You can also follow it at any time from Track My Order.
My tracking has not updated in a few days. Is that normal?
Usually, yes. International tracking often pauses for 2 to 5 days while a package moves between facilities. If there has been no movement for more than 10 business days, email us at hello@novacchi.com with your order number and we will investigate.
Which app do I need, and will it work with my phone?
SOLARA, SOLARA Petite and STELLARA pair with Da Fit. The SOLARA Champagne Edition pairs with GloryfitPro. LYRA pairs with NX Wear. All are complimentary third-party apps available on the App Store and Google Play, and there is no subscription or monthly fee.
Your model's minimum iOS and Android versions are listed on its product page and in its owner's manual.
Where is my owner's manual?
Every manual lives online, where it can be read on any device or downloaded as a PDF, and the link is emailed to you when your order ships. You will find them all at Owner's Manuals. We no longer include a printed booklet in the box as part of reducing packaging waste.
How do I charge it, and how long does the battery last?
Every watch includes a magnetic charging cable, and a full charge takes around two hours.
SOLARA and SOLARA Petite last up to six days with typical use. STELLARA lasts three to five days. Battery life varies with screen brightness, notifications and how much all-day tracking is switched on. The figure for your model is in its owner's manual.
Can I wear it in the shower, or swimming?
No. Every NOVACCHI watch carries an IP68 rating, which means it is dust-tight and resists rain, splashes and hand-washing. It is not designed for swimming, showering, baths or submersion. Hot water produces steam that can reach the internals, so please take it off before you get in.
Are the crystals diamonds?
No. The crystal pavé is set with crystals, cut and set by hand to catch the light. We do not describe them as diamonds or gemstones, because they are not.
Are the health readings medical measurements?
No. Heart rate, blood oxygen, sleep, stress and cycle features give general wellness estimates only. They are not medical devices and should not be used for diagnosis, treatment or any medical decision.
Can I change the band?
Yes. Every band lifts off in seconds and the widths are standard, so any strap of the right size will fit. SOLARA takes 20 mm, SOLARA Petite takes 14 mm and STELLARA takes 18 mm. Our own designs are in Bands & Straps.
My step count does not look right. Can it be corrected?
Usually, yes. The count is calculated from your profile, so filling in your height, weight and stride length in the app makes a real difference. Wearing the watch a little more snugly, just above the wrist bone, matters too. If it is still out after both, email us and we will help you sort it.
What is in the box?
Your watch pre-fitted with its band, a magnetic charging cable, your Certificate of Craftsmanship, and the NOVACCHI presentation box, which is made to be kept.
What is your return policy?
Thirty days from delivery, for a full refund. Wear it at home, with your own wardrobe, and if it is not right send it back. Full terms are in our Returns & Warranty page and our Refund Policy.
How do I start a return?
Email hello@novacchi.com with your order number and we will reply within one business day with a return authorization. Please wait for that authorization before sending anything back. Returns are received at our Miami address, which is served by USPS only, so please do not ship via UPS or FedEx.
I am outside the United States. How do returns work?
Email us first. International return postage can be a significant share of the purchase price, so rather than send you to the post office we will look at your order and find the resolution that leaves you best off.
What does the warranty cover?
One year against hardware defects, display faults and charging failures, plus a lifetime warranty on the Milanese mesh band. It does not cover accidental damage or normal wear.
What if my watch arrives faulty?
Email hello@novacchi.com with your order number and a short description, and a photograph or video if the fault is visible. Once confirmed, a replacement ships within 48 hours.
Write to us at hello@novacchi.com and we will reply within one business day. You will find our full details, opening hours and every owner's manual on the Contact page.