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 unworn and in original condition. All packaging and labels must be returned, including the branded shoebox, which should be unaltered and not marked in any way.
Unfortunately, for hygiene reasons, we cannot refund or exchange jewellery, hair accessories and face masks.
For any Novo product purchased outside our stores in Australia and New Zealand from websites such as Catch, The Iconic, Westfield Direct, Kogan, Ebay, Amazon, EziBuy and The Market, the exchange or refund must be processed at the original place of purchase. After this process the product can only be returned to the returns postage address as shown below.
We also at this stage cannot accept in store refunds / returns for purchases made with HUMM.
NOVO ONLINE STORE PURCHASES:
Products purchased that are from the following page tabs SALE, Clearance or Exclusive Collection/Limited Collection can only be returned by post to our ONLINE STORE. If your purchase was made on other areas of our website and not from the above-mentioned pages, you are able to return your purchase to one of our retail stores.
If returning to a Novo RETAIL STORE, you must provide proof of purchase by presenting your email sales receipt or the packing slip received with your delivery.
NB: We are under no obligation to process the return at store without proof of purchase.
Find your nearest Novo RETAIL STORE here:
https://www.novoshoes.com.au/store-locator
If returning or exchanging to our Novo ONLINE STORE, follow the 2-step process:
Step 1 - Initiate your return through the Novo website. CLICK HERE to lodge your return.
STEP 2 - Organise postage. You are responsible for return postage costs. You can purchase a postage label by clicking HERE
Please note when you are purchasing a return label this is through the Australia post portal, NOVO SHOES does not hold your labels, or purchases therefore we are not responsible if the label is lost.
Alternatively, you can organise your own postage method. We strongly recommend registered post. Novo cannot accept responsibility for items lost in transit.
The returns postage address is:
Online Returns
Novo Shoes Group Pty Ltd
Brooklyn Estate, 77G Millers Road
Brooklyn, VIC 3012
Australia.
RETURNS FOR STORE PURCHASES
Purchases made instore can only be returned instore.
You are entitled to a refund, exchange or credit note if the products you have purchased have a manufacturing fault.
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.
Please keep your receipt for proof of purchase. NB: We are under no obligation to process the return at store without proof of purchase.
CLICK & COLLECT RETURNS
Unfortunately, we will not be able to refund your Click & Collect purchases if you simply change your mind. However, we do offer an exchange or credit note within 30 days of your collection. Customers are given an opportunity to try on the shoes in store at time of collection.
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.
For product purchase the Novo ONLINE STORE
• Take your faulty product to a Novo RETAIL STORE.
• Show proof of purchase (packing slip or email receipt)
OR
Contact our ONLINE Customer Service via [email protected]
Provide us with your Order Number and some photos of the faulty product.
For items purchased in a RETAIL STORE
• Take your faulty product to a Novo RETAIL STORE.
• 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 website page for further information:
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).
