FAQ'S
Your tracking number will update within 24-48 hours after you have received your tracking email.
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.
Our returns policy allows 30 days for returns for a refund from the date of order.
To return an order for free, please follow https://returns.sorted.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. This returns method requires a printer.
Alternatively, returns can be sent directly to us via your own choice of tracked courier, the cost of this is to be paid by the customer.
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.
Please visit https://www.novoshoes.co.uk/returns-exchanges/ for full returns details
It will take up to 10 days from the date we receive your parcel. When processed, you will receive a refund notification from the payment provider used during your original purchase.
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 by phone on 02037473690 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.
To protect your security, we are unable to complete Novo Shoes purchases over the phone.
If you believe your online purchase to be faulty, please contact our Customer Support Team at customercare@novoshoes.co.uk
Novo may request photos of the fault claim prior to approving the return.
