Refunds Policy IN-STORE

We have updated our refunds policy in-store.

Please choose carefully, as we do not offer a refund if you simply change your mind. We do however, offer an exchange or credit note for change of mind within 30 days of your purchase. You are entitled to a refund, exchange or credit note if the products you have purchased have a manufacturing fault.


Returns Policy Online

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 via the online store, or 14 days via a NOVO store (taken from the date the receipt given)

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 items purchased in one of our physical Novo stores.

Exchanges Online Policy

NOVO is 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 Policy

NOVO is happy to refund your goods if you are not satisfied with your purchase, provided the shoes are in their original condition, unworn (unless a manufacturing fault) and proof of purchase is shown. The purchase price of the goods will be refunded excluding postage using the original payment method. Refunds may take up to 7 days to appear on your statement under the name of NOVO SHOES GROUP.

Please Note: Refund and Exchange values are subject to re-calculation if purchased within a promotion where terms are no longer met.


2nd item 50% off, Buy 1 Get 1 for $1.00 Promotion, 2nd item $10, Buy 2 items and get 3rd item free and other special promotions returns information for when returning to store and also Online.


If you want a refund for the $10.00 item you are to be refunded for $10.00 only.

If you want to exchange the $10.00 item it has to be to the same value

If you want to refund the full price item and keep the $10.00 item, we will need to process refund for the whole sale and then you can re purchase the $10.00 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.

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.