Returns & Exchange

Returns Policy (Online Purchases Only)

We at Novo are confident you will be happy with your purchase, however if you require an exchange or refund then please read the following for more information:

  • We are happy to accept exchange or refund within 30 days of receipt of goods.
  • There are two ways to return goods back to Novo. They are 1) via Postal or 2) Via your closest Novo Store.
  • With this return we ask that you complete the exchange/return form that was received with your goods, this information helps us process the return in a timely manner.
  • All unwanted items must be returned in their original condition, this means all packaging and labels must be attached.
  • If returning online you are responsible for the associated costs to return the goods back to us, we do recommend that you use the registered post option as Novo will not take responsibility for items not received if you attempt to send them via non registered mail. Please allow up to 21 days for exchanges and refunds to be received and processed.
  • Postage charges on returns are not refundable.
  • Novo Online Store cannot exchange or refund shoes purchased in one of our physical Novo Stores.

Exchanges (Online Purchases Only)

Novo are more than happy to exchange your goods for another item without charging for a second delivery. All additional exchanges will incur postage costs paid by you. Please note that if your item bought is a SALE item there may be a chance that we cannot fulfil your exchange however you may chose another item of the same value or we will refund if this is unsuitable.

Refunds (Online Purchases Only)

Novo is happy to refund your goods if you are not satisfied with your purchase. The purchase price of the goods will be refunded excluding postage into your nominated bank account or  via cheque.

SPECIAL VIP PROMOTIONS - RETURNS POLICY

Buy 1 Get 1 for $1.00 Promotion, returns information for when returning to store and also online.

  • If you want a refund for the $1.00 item you are to be refunded for $1.00 only
  • If you want to exchange the $1.00 item it has to be the SAME item
  • If you want to exchange the $1.00 item and store's don't have in stock you will receive a full refund for the total sale and then if you want the full price item you need to re purchase at full price
  • If you want to exchange the full price item, can do if it is the same item, if you want a different item it has to be to the SAME value of that full price item. Cannot be another value.
  •  If you want to refund the full price item and keep the $1.00 item, we will need to process refund for the whole sale and then you can re purchase the $1.00 at full price
  • All refunds / exchanges are based on the item being returned in original condition, and receipt is shown. Without a receipt we cannot offer any of the above

Faulty goods?

Every order is inspected by our QA Department before it leaves our Warehouse, this is to ensure you receive product in good condition. If your product for some reason has become faulty due to a manufacturing fault then you need to contact us on our email address onlinestore@novoshoes.com.au. Please note that Faulty goods should be returned within in a reasonable timeframe.