FAQ's

I cannot log into my account on the website?

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.

How do I obtain an exchange/refund from my On-Line purchase?

An exchange/refund can be obtained by the following

Returning the goods to NOVO On-Line by using the exchange form that was included in the parcel.

Visiting your local NOVO store with your receipt and exchange form

How do I update my VIP details?

Login to your account and click on My Details or Update Password, enter the correct details and click Update

Can a birthday reward be used on sale items?

The birthday reward can only be used on full price items only, over $20AUD. The system will automatically issue a discount at the checkout.

Can I use a birthday reward in-store?

The birthday reward can only apply to the online purchase. It cannot be transferable to cash in full or part

How do I locate a shoe or bag that I am after?

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

I received my dispatch advice with tracking number but it says its invalid

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

 

How do I pay for an unpaid order?

You cannot go back into your account and pay for unpaid order; you will need to place a new order from the beginning

The order is telling me the coupon code is not valid

You must type in the coupon code and not copy and paste. It is also case sensitive. Coupon is valid for 1 month from validation

Can I purchase the shoes over the phone?

Unfortunately, we cannot currently process orders over the phone

What happens if no-one is home when the parcel arrives

Aus Post will leave a card at your door/mailbox to visit your local GPO, all parcel require a signature and cannot be left at the door.

Can you ship to Po Box for an International Orders?

Unfortunately, we do not ship the parcel to PO Box for an International Order.