Return Information
We accept returns within 30 days of purchase for change-of-mind reasons, provided all items are unworn, in original condition, and include all packaging, labels, and the branded shoebox, unmarked and unaltered. Please note, all items marked as Final Sale cannot be returned for a refund or exchange.
The following items can’t be returned or exchanged due to change of mind. This does not affect returns made under consumer guarantees or as otherwise required by law.
- Items marked as Final Sale
- Jewellery
- Hair accessories
- Chokers
- Stockings & Tights
We only accept returns for items purchased from our Novo Shoes Australia and New Zealand websites. If purchased elsewhere, please refer to the original website's returns policy.
How to Return Online Order to Our Warehouse:
1 - Initiate your return and let us know which products you would like to refund or exchange by filling in this form.
2 - Purchase a shipping label from Australia Post here.
3 - Send your items to us. Once we receive your return, please allow up to 5 business days for processing.
Note: Ensure your details are correct on the shipping label, as we cannot replace lost or incorrect labels. We’re not responsible for items lost in transit. Shipping charges are non-refundable, but exchanges will be sent at no additional cost.
Return Address:
Novo Shoes
Online Returns
77G Millers Road
Brooklyn VIC 3012
In-Store Returns for Online Purchases:
Full-priced items meeting our Returns Policy can be returned in-store with proof of purchase (Novo Shoes email receipt or packing slip). Without providing proof of purchase, our stores are not obligated to process refunds or exchanges for online orders. Final Sale items cannot be returned in-store or Online.
Items not eligible for in-store return:
- Sale items
- Final Sale items
- Ipanema (Selected styles)
- Online Only Exclusive Collection
Note: Full-priced items purchased with promotional discounts (e.g., 25% off sitewide) can be returned in-store.
To find your nearest store, click here.
Click & Collect Returns
Refunds cannot be processed for Click & Collect orders after collection. We encourage you to try on your shoes at the time of collection; if you wish to return them, a refund may be issued by cancelling your order on the spot. Once collected, exchanges or gift cards are available within 30 days, provided items meet our returns policy.
In-Store Purchase Returns
Refunds are not offered for change-of-mind purchases, but exchanges or gift cards are available within 30 days, with proof of purchase. Items must be in original, unworn condition with all packaging and labels intact. In-store purchases cannot be returned to Online.
Faulty Items
If your order has a manufacturing fault, please contact us at customercare@novogroup.com.au with your order number and photos of the fault. Alternatively, bring your item and proof of purchase to any Novo store for evaluation.
Gift Card Purchases
Purchases made with a Novo Gift Card are eligible only for exchange, a Novo Gift Card, or E-Voucher (valid for 3 years).
For questions, contact our customer service team at customercare@novogroup.com.au
