Returns & Exchange Policy
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:
Exchanges (Online Purchases Only)
- 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.
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 fulfill 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 via cheque.
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 firstname.lastname@example.org
. Please note that Faulty goods should be returned within in a reasonable timeframe.