Q: How do I obtain an exchange or refund for my Online purchase?

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. There are 2 ways to obtain an exchange or refund. Within 30 days, you can either: 1. Return your items to NOVO Online by lodging your return through our Website 2. If your Online order is eligible for a store return, please visit your local store with your confirmation e-mail and/or packing slip. Please note: NOVO stores are unable to process refunds for Online orders where HUMM payments were used. Our stores are also unable to process returns for Naturalizer Shoes. Please visit our Returns & Exchanges page and follow the instructions provided.

Question 1

I received my dispatch advise with my tracking number but it says it’s Pending

Accepted Answer

Your tracking number will update within 24-48 hours after you have received your tracking email.

Question 2

What if I have placed an order but I haven’t received a confirmation email?

Accepted Answer

It can take up to 30 minutes for your confirmation email to arrive in your mailbox. If it still isn’t there after 30 minutes, please check your junk folder. If it’s not there either, please get in touch so we can take a look.

Question 3

What is your return address?

Accepted Answer

Novo Online
77G Millers Road
Brooklyn, VIC 3012
Australia

Question 4

Do I have to send my Online return via Australia Post?

Accepted Answer

You can use your choice of courier or logistic provider. 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 write your 7 digit Order Number as the reference on the parcel.

Question 5

How do I obtain an exchange or refund for my Online purchase?

Accepted Answer

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.

There are 2 ways to obtain an exchange or refund. Within 30 days, you can either:

1. Return your items to NOVO Online by lodging your return through our Website

2. If your Online order is eligible for a store return, please visit your local store with your confirmation e-mail and/or packing slip.

Please note: NOVO stores are unable to process refunds for Online orders where HUMM payments were used. Our stores are also unable to process returns for Naturalizer Shoes.

Please visit our Returns & Exchanges page and follow the instructions provided.

Question 6

How long will it take to process my return?

Accepted Answer

It will take up to 3-5 working days from the date we receive your parcel. When processed, you will receive either:

- A shipping notification for your new items, including tracking.

- A refund notification from the payment provider used during your original purchase.

Question 7

I cannot log into my account on the Novo website?

Accepted Answer

Please go to the activation page or forget password page, where you will be asked to type your email ID to re-set your password and activate your account. You will be sent an activation link/ password reset link, you may then follow the prompts in the link.

Question 8

How do I update my VIP details?

Accepted Answer

Login to your account and click on My Account, select the details you would like to change then enter the correct details and click Save Changes.

Question 9

I’ve made a mistake. Can I edit the order after I’ve submitted it?

Accepted Answer

Once your order has been placed, you cannot change the address or ordered style under your Novo Account but due to our quick turnaround process, there is a small window from the time you place your order to the point it is ready to be shipped out that we can try and update your details.

If you’ve entered an incorrect shipping address or ordered an incorrect item, please Contact Us within 60 minutes of submitting your order. You must tell us your Order Number, and the specific changes you require and we’ll do our best to help you out.

Question 10

How do I locate a shoe or bag that I am after?

Accepted Answer

Please Contact Us with the style name, colour, size and your local Novo store location.

Question 11

Can I purchase an item over the phone?

Accepted Answer

To protect your security, we are unable to complete Novo Shoes purchases over the phone.

Question 12

What happens if no one is home when the parcel arrives?

Accepted Answer

If you are not available at your nominated delivery address and the delivery driver deems it unsafe to leave your parcel in a safe spot, the driver will drop your parcel off at the nearest Australia Post Office for pick up. The driver will leave a note in your mail box to let you know you have missed a delivery and where it can be picked up.

Question 13

Help! I think my item is faulty!

Accepted Answer

Novo’s Returns Policy includes the rights you are entitled to under the Australian Consumer Law. If you believe your online purchase to be faulty, please contact our Customer Support Team. Novo may request photos of the fault claim prior to approving the return.

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