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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.
Please Note: Naturalizer purchases can only be returned online. Currently we do not accept online or In-store exchanges.
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.
STEP 2 - Organise postage. You are responsible for return postage costs. You can purchase a postage label by clicking HERE
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.
NOTE: Online orders made with PayPal, will be refunded to the linked credit card / bank account.
Online purchases made via ZipPay and Afterpay can be refunded / exchanged in store or online.
NOTE: Online orders made with PayPal, will be refunded to the linked credit card / bank account.
We do not accept in store refunds / returns for purchases made with HUMM.
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.
CLICK & COLLECT RETURNS
Unfortunately, we will not be able to refund your Click & Collect purchases if you simply change your mind. We give our customers an opportunity to try the shoes in store at time of pick up.
We do offer an exchange or credit note for change of mind within 30 days of your purchase. For in-store exchange, we can only replace the item with equal value or higher. Credit note can only be issued via online by following below steps:
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.
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
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.
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 |
