Due to the high volume of enquiries, we're experiencing a delay with our response time. We apologise for the inconvenience and we thank you for your patience during these times.
The best way to contact us, for the quickest response, is via phone, please call 02037473690. Please have your order number and returns tracking number (if relevant) available.
Common Questions
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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.
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.
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.
Our returns policy allows 30 days for returns for a refund from the date of order.
To return an order, please follow https://www.clicksit.com/novo/ and enter your order number, email address, details of the products you are returning and your reason for return. You will then be sent a Collect + label to attach to your parcel to send back to us.
Unfortunately we do not offer exchanges at this time, if you need a new size or colour then please return your original order and place a new order for the replacement products you require.
To protect your security, we are unable to complete Novo Shoes purchases over the phone.
For a full list of FAQs, please click HERE.
