FAQ'S
Online Orders
Your order might have been sent in multiple shipments. If so, you’ll receive separate dispatch emails for each parcel. For orders including both shoes and accessories, accessories are often packed inside the shoe box. If you still can’t find an item, feel free to contact our customer service team for further assistance.
Once you reach the checkout page, you can add any promotional codes or coupons in the promotional code field.
Please check that the item in your cart is eligible for a discount by checking our Promotional T&C’s. If a promotional code which you are using is invalid, a discount will not be added to your order. If you believe there is an error, please reach out to our customer service team who can assist you further.
If you have already submitted an order and the discount did not work, you can reach out to our customer service team who can assist you to partially refund the difference.
For items purchased between December 1st and December 31st, you’ll have until January 31st of the following year to return or exchange them. In-store purchases can be exchanged, while online orders can be refunded, in line with our regular policy. Please note that Sale items are not eligible for this extended return period and will follow our standard return timeframe.
Delivery
Novo offers free standard shipping to Australian customers who spend over $99.00. For orders below this value, standard shipping has a cost of $9.95. We also offer express shipping for $12.95 on any order shipped within Australia.
We aim to ship all orders within 24-48 hours. Please note that we do not ship any orders on Victorian public holidays or on weekends. For standard shipping, you can expect your order to arrive in 2-7 business days and longer for regional areas. For express shipping, we expect orders to arrive within 1-5 business days. Please note that these are estimates only and Novo cannot guarantee exact delivery dates. For Far North Queensland, Western Australia and Northern Territory, longer delivery times can be expected for all services.
If you think you’ve made a mistake on your shipping address, please contact the customer service team as if your order has not been processed, we may be able to amend it. If you order has already been shipped, you can re-route your parcel inside your Australia Post tracking link. Go to Get help > Collection and delivery options > Redirect parcel or change address.
For all Australian orders, we use Australia Post to deliver our parcels.
Returns
No, not all online orders can be returned in store. Some product categories are excluded from in store returns, such as Sale, Clearance, Ipanema (selected styles) and Exclusive Collection. To see if your order is eligible for return in store, please see our full returns policy here.
If you return one item from a promotion involving multiple items (such as "2nd Item Half Price"), the item you choose to keep will revert to full price, and your refund will be adjusted accordingly.
Novo Online Returns
77G Millers Road
Brooklyn VIC 3012
Australia
You are welcome to use your preference of courier, however, Novo cannot accept any responsibility for goods lost in transit to us. For this reason, it is highly recommended that you use a tracked or signed service.
No, sorry. We cannot accept returns which are made in person to our warehouse.
Click & Collect
Once you have selected your style, colour and size, you can check if the item is available for Click & Collect by using the “Find In Store” function on the product page. Enter your suburb or postcode to see which surrounding stores have the item in stock for Click & Collect.
A Click & Parcel Collect means that the product is not in stock at the selected store, so it has been shipped from our warehouse to the store location. Click & Parcel Collect orders can take up to 10 business days to reach the pick-up location.
If the item you ordered is in stock at your preferred store, it should be ready for pick-up within 2 hours. For orders which are placed where the item is not in stock, it can take up to 10 business days to the stock to arrive from our warehouse in Melbourne.
From time to time, we may not be able to fulfil your order within the 2-hour time frame, please contact the store directly to find out more information about this. All store details can be found on the Store Locator page here.
Novo Rewards Program
When you sign up to our rewards program, you’ll receive a $10 welcome voucher. If you provide your birth date, you’ll receive a $20 voucher for your birthday every year! For every 100 points accumulated, you’ll receive a $10 voucher to use on your next purchase. Not to mention, it’s the best way to stay up to date with all the latest new arrivals and trends as well as exclusive sales and offers.
It’s free to sign up! You can become a Novo Rewards member by signing up here or in store.
Once you’ve logged into your account, go to Newsletter Subscriptions to change your preferences.
If you are experiencing issues logging into your account, please request a password reset by selecting “Forgot Your Password?”. You’ll receive an email with prompts to reset your password. If it is the first time logging in, please ensure you have activated your account by following the prompts which were emailed to you. Check your junk emails if you did not see anything come through.
Gift Cards
You can purchase a gift card from our website here, or at any of our store locations.
Our gift cards start at $50.00 and increase in $50.00 increments to $200.00.
Our gift cards are valid for 3 years from the purchase date.
Gift cards can be used at any of our stores, our friendly retail team are happy to assist you with this process. To use a physical gift card online, you can enter the details which are found on the back of the gift card into the “Redeem Gift Card” field at the checkout. If you have received a digital gift card, this can also be used online or in store by following the same process.
General Information
Please check our careers page here for any vacancies and for more information on working with us.
If you would like to collaborate with us on social media, please send an enquiry to marketing@novogroup.com.au
If you would like to check a store for an item, please use the “Find In Store” feature. If you require further information or to reserve stock, we recommend contacting the store directly. All store details can be found on the Store Locator page here.
We’ve partnered with Student Beans to offer all verified students an exclusive discount. Please see here for more information.
