Frequently Asked Questions

Dear customers, below we present the most frequently asked questions we receive at Novapast. If you do not find an answer below, you can contact us at Customer Service and we will be happy to respond as soon as possible.

Prices and Products

Do the items shown in the store include VAT?
Prices at Novapast are net prices, to which the applicable VAT must be added for each product.

Are all products in stock?
Typically, all products offered in our online store are in stock, regardless of the available units. For orders of many units, you can confirm the available units with Customer Service. If a product is not in stock or we run out of units, the product will remain hidden until new units are received.

Orders

Is it necessary to register to purchase?
It is possible to place an order as a guest, but to be able to ship the merchandise we will need your basic details such as name, address, and phone number, for the courier company.

Can I cancel my order?
You can cancel your order at Novapast through Customer Service or by writing to Orders, indicating the order number you received by email. If your order has already left the warehouse or has already been delivered, we will treat it as a return as long as the type of product has not been used or opened from its original packaging.

Do you sell throughout Spain?
Currently, Novapast sells throughout the Iberian Peninsula (Spain and Portugal).

Is it possible to buy in a physical store?
Yes, our warehouse has a physical store. You can find us during business hours from Monday to Friday at Polígono Industrial Los Caños, Calle La Ventosilla, number 38. In 41804 Olivares (Seville).

What are the payment methods?
At Novapast we have enabled the following payment methods: credit card, PayPal, bank transfer, cash on delivery, and also cash payment in our physical store.

How can I ensure that I have placed my order correctly?
When you have placed your order, you will receive a confirmation message in your email. If you do not receive it, and you think there may be an error, contact us at Customer Service.

Shipping

What are the shipping costs?
Shipping costs are automatically calculated according to the weight of the shopping cart, so to know the shipping price you will need to add the products you want to buy in the cart and indicate the shipping address, the store will offer you the shipping costs for your order before making the purchase.

Can I provide any instructions for the courier company?
Yes, when making the purchase, you can include a message with any additional information you consider appropriate for the carrier.

Which transport companies are used for shipping?
Our transport companies are MRW and ASM/GLS.

When will my order be shipped?
All orders placed before 13:00 will be shipped the same day, at which time the orders will leave our warehouse. Orders received after that time will be shipped on the next business day.

How long does it take for my order to arrive?
The order will arrive at your delivery address within the time indicated when making the payment. In the case of payment by card or PayPal, the order will be counted at that very moment; in the case of a bank transfer, from the receipt of the same. In most cases, once the order leaves our warehouse, you can have it within 24/48 hours when the products are in stock.

Baking Courses

I have seen the baking courses from Novapast on your social networks, how can I get more information?
You can get more information about our baking courses taught by professionals on our Facebook, Instagram, and by writing to Customer Service.

Where are the Novapast pastry courses held?
The Novapast pastry courses are always held at our facilities. We have a specialized classroom for the courses, equipped with all the necessary materials and appliances. We also have industry professionals who teach the classes. All materials are included, and students don't need to bring anything except the desire to learn and have fun. Our facilities are located in the Los Caños Industrial Estate, Ventosilla Street, 38, in Olivares (Seville).