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 with the exception of faulty items.

NOVO Online Store cannot exchange or refund items purchased in one of our physical Novo stores.

EXCHANGE 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 fulfil your exchange however you may choose another item of the same value or we will refund if this is unsuitable.

REFUND 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.

SPECIAL VIP PROMOTIONS - RETURNS POLICY

2nd item 50% off, 2nd item $20, 2 for $50 and other special promotions return information for when returning to store and also Online.

Example:

If you want a refund for the $20.00 item you are to be refunded for $20.00 only.

If you want to exchange the $50.00 item it has to be to the same value

If you would like a refund on a style purchased as part of one of our promotions then we consider the item you choose to keep as being the full price item and the one you are returning as being the promotional item.  We will refund to you the difference.

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. It cannot be another value.

All refunds / exchanges are based on the item being returned in original condition with packaging and receipt is shown. Without a receipt we cannot offer any of the above.

REFUND POLICY IN-STORE

We have updated our refund 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.

PLEASE KEEP YOUR RECEIPT AS PROOF OF PURCHASE

 REFUND POLICY AFTERPAY

All orders placed online with Afterpay can only be refunded by sending your order back to our online store. You can also exchange your purchases in-store for another item or a Novo Gift Card to the value of the returned goods excluding any shipping charges. 

If you are returning a faulty or incorrect item where you have used Afterpay, please contact our Customer Service team at [email protected] in advance with your Novo online order number.

Please send your return and the completed return form to the address below:

Novo Online
77G Millers Road,
Brooklyn VIC 3012
Australia

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.

With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.  With in-store exchanges for product or a Novo Gift Card, you will still be required to continue paying off your original purchase with Afterpay.

PAYPAL PURCHASES

Orders made using PayPal may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.

Gift Card PURCHASES

The online orders made using Gift card may be refunded as E-voucher. Please note that the E-voucher will be send to the email address that was provided to us.