Common Questions

There are 2 ways to obtain an exchange or refund. Within 30 days, you can either:

1. Return your items to NOVO Online by lodging your return through our Website

2. Visit your local NOVO store with your receipt and/or packing slip.

Please note: NOVO stores are unable to process refunds for Online orders where Afterpay or Zippay were used. Please view our Returns & Exchanges page for more info.

If you’ve entered an incorrect shipping address or ordered an incorrect item, please Contact Us via the form below within 60 minutes of submitting your order. You must tell us your Order Number, and the specific changes you require.

We will always do our best to help, but it depends on the status of your order. Once your order has been processed, we are unable to make any changes.

Please go to the activation page or forget password page with the following link activate, where you will be asked to type your email ID to re-set your password and activate your account.

Please contact NOVO on [email protected] with the style name, colour, size and your local Novo store location.

The tracking number will become valid once Australia Post has collected the parcel from the warehouse, please allow 24hrs from email to track the parcel.

Unfortunately, we cannot currently process orders over the phone.

For a full list of FAQs, please click HERE.

Contact Us

Novo Shoes Group PTY LTD

Brooklyn Estate

77G Millers Road

Brooklyn, VIC 3012

AUSTRALIA