This is a demo store. No orders will be fulfilled.
Online Returns Policy
In addition to your statutory rights, we are happy to accept returns or exchanges within 30 days from the date of purchase. All items must be in original and unworn condition. All packaging and labels must be returned including the branded shoebox which should not be altered or marked in any way.
For hygiene reasons, the following items cannot be returned or exchanged:
- Jewellery
- Hair accessories
- Chokers
- Stockings & Tights
For any products which have been purchased from The Iconic, Myer, Catch Of The Day, Mysale & Trestina, any returns or exchanges must be processed at the original point of purchase. Please ensure you follow their returns policy before shipping any goods back to our warehouse. These goods cannot be accepted at any Novo store if the purchase was not made directly from our website.
Want to return your order to a store?
Full-priced items may be returned instore providing they meet the requirements as outlined in our online returns policy. For an online order to be accepted in one of our retail stores, please present your email sales receipt or packing slip. Without providing proof of purchase, our stores are under no obligation to process any refunds or exchanges for online orders. Please note, our stores cannot process any refunds or exchanges for purchases made with Humm.
The following items cannot be returned in-store:
- Sale
- Clearance
- Ipanema (Selected styles)
- Online Only Exclusive Collection
To find your nearest Novo store, please check Here.
Please note that shipping charges are non-refundable.
How to return an order to our warehouse:
1. Let us know which products you would like to return or exchange by filling in this form.
2. Purchase an Australia Post shipping label here.
3. Ship back the goods and voila! Please allow up to 5 business days for your refund or exchange to be processed after reaching our warehouse.
Important: When purchasing a shipping label through Australia Post, please be mindful to check all details are correct as we cannot access or reissue shipping labels. We cannot accept responsibility for any parcels which are lost in transit on their way to us.
If you would like to ship your goods back to us with an alternative courier, our returns address is below. We recommend using a tracked or registered service.
Novo Shoes
Online Returns
77G Millers Road
Brooklyn VIC
3011
Click & Collect Returns Policy
You are welcome to exchange or receive a credit note up to 30 days after the date of collection, providing the items meet the requirements of our returns policy. Unfortunately, we are not able to process refunds on any Click & Collect orders after collection. Please feel free to try on your shoes at the time of collection, and a refund may be issued by cancelling your order.
Store Returns Policy
For any purchases made in-store, we can only accept returns or exchanges in store. We cannot accept any in-store purchases at our online warehouse. Please choose carefully as we do not offer refunds for change of mind. You are welcome to make an exchange or receive a gift card within 30 days of your purchase if you change your mind. All returns must meet the requirements of our returns policy.
Please Note: a proof of purchase must be presented for all in-store returns and exchanges. Your return may be refused if a proof of purchase cannot be supplied.
If you find that your item has a manufacturing fault, you may be eligible for a refund after your product has been inspected by our team and deemed faulty.
Faulty Returns
What happens if my online order is faulty?
We want you to love your purchase, but if you find that there is a manufacturing fault, please contact our customer service here: estore@novogroup.com.au To expediate the process, please share your order number and include photos of the fault.
Alternatively, you can have your item evaluated in person at any of our Novo Stores. Please remember to provide a proof of purchase (email receipt or packing slip).
I bought something in-store and it’s faulty, what next?
For faulty items which are purchased in-store, our team who are trained to identify manufacturing faults must make an in-person assessment. Please visit your nearest store and provide your proof of purchase and our team can assist you.
If your item is deemed genuinely faulty, we will meet our legal obligations as outlined by the ACCC. You can view more information about these obligations here.
Gift Card Purchases
Online and in-store purchases made with a Novo Gift Card can only be returned for an exchange, Novo Gift Card or E-Voucher (valid for 3 years).
If you have any questions about our returns policy please contact our customer service team here: estore@novogroup.com.au
