Account Management

WHAT ACTIONS CAN LEAD TO SUSPENSION OF MY ACCOUNT?

Your account may be subject to suspension if you engage in any of the following actions that violate the integrity of our platform:

Use of profanity or disrespectful behavior towards Novelship staff.
Defamation of Novelship, its affiliates, or partners through false or harmful statements.
Creating duplicate or multiple accounts and abusing the promotional code.
Engaging in referral fraud and abuse related to our Referral Program.
System manipulation and fraudulent activities

CAN ACCOUNT SUSPENSIONS BE APPEALED?

No, all decisions regarding account suspensions are final.

WHAT SHOULD I DO IF I UNINTENTIONALLY CREATED DUPLICATE ACCOUNTS?

If you unintentionally created duplicate accounts, please contact our customer support to request their removal. Cooperation with our support team during this process is important.

HOW CAN I ENSURE COMPLIANCE WITH NOVELSHIP'S GUIDELINES AND POLICIES?

To ensure a positive and compliant experience, we encourage you to familiarize yourself with our platform's terms and guidelines, which outline acceptable behavior and practices.

HOW CAN I REQUEST THE DELETION OF MY ACCOUNT OR CARD DETAILS?###

To request the deletion of your account, please contact Novelship support. Use the subject line: Account Deletion. In your request, include the following details:

Registered account email address
Registered full name
Registered mobile number (if added)
Sign-up method

As a security measure, Novelship can remove the ability to charge your card via the platform. However, your card details cannot be completely removed from Adyen.

HOW CAN I CONTACT YOUR SUPPORT TEAM FOR ASSISTANCE?

For quick and efficient assistance regarding your recent purchase or sale, we have a dedicated support team ready to help you. There are several ways to connect with us:

Chatbot: Access our chatbot feature by clicking on the widget at the bottom right corner of the page. Select from the provided options to get guided assistance with your questions.
Contact Us Page: You can visit our "Contact Us" page to find different contact options. Fill out the provided form with your query or concern, and we will respond to you as soon as possible.
Email: If you prefer to communicate via email, you can reach out to us directly at support@novelship.com. Simply compose an email detailing your recent purchase or sale-related query, and our customer support team will respond to you as soon as possible.

Our customer service hours of operation are from 9:00 am to 12:00 am SGT (Monday - Friday). While response times may vary, our aim is to assist you within business hours. We prioritize answering messages in the order they are received. Please refrain from sending duplicate messages, as this may result in delayed responses. It's important to note that during peak hours, holidays and weekends response times may be slower.

If you have common inquiries, our Frequently Asked Questions ( FAQs) section may already provide the information you're looking for. We encourage you to check there first.

Thank you for choosing Novelship, and we appreciate your patience as we strive to provide you with the best possible support.

Updated on: 25/03/2025