RETURNS POLICY FOR ONLINE PURCHASES

In addition to your statutory rights, we are happy to accept a return of your items within 30 days of the date on your receipt. All items must be in unworn and original condition. All packaging and labels must be returned, including the branded shoebox, which should be unaltered and not marked in any way.

There are 2 ways you can exchange or refund your ONLINE purchase:



STEP 1 - Initiate your return through the Novo website. Click Here to lodge your return, or visit www.novoshoes.com.au/returnrequest.

STEP 2 - Organise postage. You are responsible for return postage costs. You can purchase a postage label here: https://returns.auspost.com.au/novo-returns

Alternatively, you can organise your own postage method. We strongly recommend registered post. Novo cannot accept responsibility for items lost in transit. Returns Address:


Novo Online
77G Millers Road
Brooklyn, VIC 3012
Australia

 

STEP 3 - Post your item(s). Please write your Order Number on the parcel, or enclose a copy of your packing slip or email receipt.

 

ONLINE purchases paid for via Afterpay & Zippay can only be refunded by posting back to the ONLINE store. In a Novo RETAIL STORE, Afterpay & Zippay orders can be exchanged for another item, or a Novo Gift Card (valid for 3 years).

  • Returns must be made within 30 days of the date on your sales receipt.

  • As proof of purchase, present your email sales receipt, or your packing slip which was received in your delivery.

  • Find your nearest Novo RETAIL STORE here: www.novoshoes.com.au/store-locator


RETURNS FOR STORE PURCHASES

Purchases made instore can only be returned instore.

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.

Please keep your receipt for proof of purchase.

FAULTY RETURNS

 

We want you to love your purchase, but if you believe your item is faulty or has been received damaged, please get in touch.



Take your item to a Novo RETAIL STORE.

Show proof of purchase (packing slip or email receipt)

OR


Contact ONLINE Customer Service via [email protected]

Provide us with your Order Number and some photos of the issue.


  • Take your item to a Novo RETAIL STORE to show the staff.
  • Show proof of purchase (receipt or bank statement)

If your item is deemed to be genuinely faulty, we will meet our legal obligations as outlined by the ACCC. Please view this page for further info: www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

GIFT CARD PURCHASES

Online or instore purchases made using a Gift Card can only be returned for an exchange, or Novo Gift Card or e-voucher (valid for 3 years).

 

PURCHASE LOCATION

RETURN LOCATION

EXCHANGE

RETURN FOR GIFT CARD

RETURN FOR REFUND

In-store

In-store

Yes

Yes

No

Online

In-store

Yes

Yes

Yes

In-store

Online

No

No

No

Online

Online

Yes

No

Yes