Refund policy

We want you to love your purchase from NÓVU, but if something isn’t quite right, we’re happy to help with a return or exchange.

You have a maximum of 28 days to complete your return:

• Step 1: Register your return within 14 days of the first delivery attempt, delivery, or the date your parcel becomes available for collection at a pickup point, whichever is applicable.
• Step 2: Once registered, you have a further 14 days to ensure your return is delivered back to us.

How to Start a Return

Simply visit our returns portal to register your return:

Take me to the returns portal

If you need help at any stage, our team is here for you at support@no-vu.com

Shipping Your Return (UK)

Returning your item is simple and seamless. Just follow these steps:

1. Log your return online using our returns portal.

2. Select the item(s) you’d like to return and tell us the reason for the return.

3. Choose your preferred resolution – we offer flexible options to best suit you:

   • Refund to original payment method

   • Store credit
     

   • Exchange for a different size or item

4. Pay the return label fee to generate your unique QR code.

5. Take your parcel to your local Post Office, present the QR code at the counter, and hand over your return — no printing required.

Unregistered Return Items

All items that you wish to return must be registered through our returns portal before being sent back to us.

If you return multiple items but have only registered some of them, any additional items that were not included in your return request may experience delays in processing and may not be automatically eligible for a refund or exchange.

We strongly recommend checking your return request carefully before sending your parcel to ensure that all items included in the package have been correctly registered.

If you have already submitted your return request and would like to add additional items, please contact our Customer Service team before sending your parcel where possible.

NÓVU reserves the right to return unregistered items to the customer or contact the customer for further information where additional items are received that were not included in the original return request.

You can track the progress of your return and stay updated at every stage via the returns portal. We aim to process your return as quickly as possible and keep you informed along the way.

For any further support, our friendly team is here to help at support@no-vu.com

Returns procedure Worldwide Orders (Outside the UK):

For orders delivered outside the UK, you have 14 days from the applicable delivery date to inform us that you wish to return an item. This period begins from the first delivery attempt, the date the parcel is delivered, or the date the parcel becomes available for collection at a pickup point, whichever is applicable.

Your return must be registered through our returns portal within this initial 14-day period.

Once your return has been registered, you have a further 14 days from the date your return was logged to ensure that the parcel is delivered back to our warehouse.

For international returns, it is the customer's responsibility to ensure that the return is sent using a reliable, fully tracked delivery service that will ensure the parcel reaches our warehouse within the required 14-day period. We strongly recommend using a tracked and signed service and retaining your proof of postage and tracking information.

Please note that you are responsible for allowing sufficient time for your return to reach our warehouse within the 14-day period. Any delays caused by the chosen courier or shipping provider remain the customer's responsibility.

If you experience an unexpected delay with your return shipment, please contact our Customer Service team as soon as possible and provide your tracking information so that we can review the situation and assist where possible.

RETURN OF GOODS - Worldwide Orders (Outside the UK):

When arranging your international return, you must ensure that the shipment is correctly declared as a return of goods to NÓVU and not as a new sale, gift or commercial shipment.

This is important to help prevent unnecessary import duties, VAT or other customs charges from being applied when your return enters the UK.

When completing the courier's shipping documentation or commercial invoice, you should:

• Clearly state that the shipment is a "RETURN OF GOODS" or "RETURNED GOODS".
• Reference your original NÓVU order number on the customs documentation.
• Accurately describe the items being returned, including the type of goods and quantity.
• Use the appropriate customs/return reason code where your chosen courier or shipping provider provides one.
• Do not declare the goods as a gift, personal shipment or new sale.
• Ensure the declared value and other customs information are completed accurately and consistently with the original order.
• Where possible, select the courier's returned goods / returned merchandise option when completing the customs declaration.

If customs documentation is required for your return, a commercial invoice for the original outbound shipment can be requested from our Customer Service team.

Please email support@no-vu.com and provide your NÓVU order number before sending your return.

It is the customer's responsibility to ensure that the return is correctly declared and that all required customs documentation is completed before the parcel is handed to the courier.

If a return is incorrectly declared and duties, taxes, customs charges or other fees are subsequently applied to the return shipment, NÓVU may not be responsible for these charges and any amounts incurred may be deducted from any refund due, where applicable.

 

RETURN CONDITION REQUIREMENTS

To ensure your return can be processed smoothly, all items must be returned in their original condition and must meet the following requirements:

• New and unused – Items must not have been worn, washed, altered, damaged or otherwise used. Garments must be free from any marks, stains, odours, pet hair, makeup, deodorant or other signs of wear.
• Tags still attached – All original NÓVU tags, labels and swing tags must remain attached to the garment and must not have been removed, damaged or altered.
• In original NÓVU packaging – Each garment must be returned in its original NÓVU packaging, where packaging was provided with the order. The garment should be securely placed back inside its original NÓVU packaging before being placed inside an appropriate outer shipping bag or parcel for return. The original NÓVU packaging should not be used as the outer shipping packaging or have shipping labels, tape or other delivery materials directly attached to it.
• With proof of purchase – The original invoice provided with your order must be included inside the return parcel.

ORIGINAL INVOICE

Please ensure that the original invoice provided with your order is securely included inside your return parcel. This is required so that we can correctly identify who the return belongs to and match the returned items to the relevant order.

If the original invoice is not included, we may be unable to identify the sender or match the returned items to an order. In these circumstances, we may be unable to process your return, refund, exchange or any other related request until sufficient information is provided to identify the return.

It is the customer's responsibility to ensure that the original invoice is securely included within the return parcel.

CONDITION OF RETURNED ITEMS

All returned garments are inspected upon receipt. If an item does not meet the return requirements outlined above, NÓVU reserves the right to refuse the return and/or refuse to issue a refund or exchange.

This includes, but is not limited to, garments that have been worn, washed, altered, damaged, stained, marked, soiled, have an odour or otherwise show signs of use beyond what would reasonably be permitted when trying on an item in a retail store.

Returns may also be refused where original NÓVU tags have been removed or damaged, where the garment is not returned in its original NÓVU packaging where applicable, or where the item has been returned without the required proof of purchase and we are unable to verify the order.

Where a returned item is not in its original condition but we determine that the return can still be accepted, we reserve the right to make an appropriate deduction from any refund to reflect any reduction in the value of the goods resulting from handling beyond what would reasonably be permitted in a retail store.

Nothing in this policy affects your statutory rights.

 

Helpful Note About Delivery

Register your return within 14 days of the first delivery attempt, delivery, or the date your parcel becomes available for collection at a pickup point, whichever is applicable.

If you redirect your parcel or collect it late from a pickup point, the return window still begins from that first attempt, so please collect your parcel as soon as you can.

Reprocessing & Care Fees

We kindly ask that items are returned neatly and carefully, just as you received them. If extra care is needed to return an item to a sellable condition (e.g. steaming, ironing, cleaning, repackaging), a reprocessing fee may be deducted from your refund.

Items returned in a used or damaged condition may be sent back to you if they can’t be restored.

Exchanges

Want a different size or style? No problem.

The quickest way to get the item you want is to:

1. Return your original item through our returns portal.
2. Place a new order for the replacement item.

Alternatively, you can request an exchange directly through our returns portal, subject to availability, once we receive your return and it has been inspected and validated, we will process the exchange. 

Refunds

Once your return has arrived at our warehouse, it will be inspected and validated by our team. Once validation has been completed, please allow up to 14 days for your refund to be processed.

Refunds are issued to your original payment method. Depending on your payment provider, it may take additional time for the funds to appear in your account.

Late Returns

Customers have 14 days from the applicable delivery date to inform us that they wish to return an item. To do this, the return must be registered through our returns portal within this initial 14-day period.

Once the return has been successfully registered, customers then have a further 14 days from the date the return was logged to ensure that the parcel is delivered back to our warehouse.

Returns that are not registered within the initial 14-day period, or parcels that do not arrive back at our warehouse within the further 14-day period, may be considered late and may no longer be eligible for a refund.

In certain circumstances and entirely at our discretion, we may agree to accept a late return for store credit instead of a refund.

Where a late return is accepted for store credit, the value issued will be based on the item's current online selling price at the time the return is received and processed, rather than the original amount paid for the item.

Damaged or Faulty Items

We’re so sorry if something arrives damaged or not as expected. Please contact us straight away with photos so we can fix the issue quickly.

Bundle Offers Policy

We love giving our customers the opportunity to save through bundle offers, such as Buy 2 Get 1 Free and Buy 3 Get 2 Free on selected items. These offers are based on purchasing and keeping the full qualifying bundle.

If you choose to return part of a bundle, the promotional offer will no longer apply to the remaining items. Your refund will therefore be recalculated based on the standard, non-discounted price of the items you choose to keep.

Returning Part of a Bundle

Bundle offers apply only when the qualifying number of items is kept. If one or more items are returned and the remaining items no longer meet the requirements of the original promotion, the discount associated with the offer will be removed.

Example – Buy 2 Get 1 Free:

If you purchase three eligible items as part of a Buy 2 Get 1 Free offer and then return one item, the remaining two items will be recalculated at their standard price.

As the promotional offer requires the purchase of two items in order to receive a third item free, returning part of the bundle may mean that there is no refundable value remaining for the returned item.

This prevents a situation where a customer could effectively purchase one item and receive another item free, which is not the promotion offered.

Returning the Full Bundle

If you return all items included in the original bundle, you will receive a full refund of the amount paid for the offer, provided the return meets our standard return conditions.

Exchanges on Bundle Items 

Items within a bundle can be exchanged for a different size or colour without affecting the promotional discount, provided the total number of qualifying items remains the same.

Special Items

• Panama Hats – These are delicate and must be returned in perfect condition and securely packaged. Hats returned damaged or misshaped may not qualify for a refund.

• Non-returnable items – We can’t accept returns for personalised items, beauty or hygiene products, perishable goods, hazardous materials, flammable items, sale or final clearance items, or gift cards.