NÓVU Opiniões 

Resposta da NÓVU

22/12/2025

Sorry to see your review, Kyle.

We value all feedback; however, after conducting a thorough review of your order and support history, we feel it’s important to clarify several inaccuracies and misrepresentations in your comments.

Our records show that our customer support team was in consistent, two-way communication with you, providing detailed responses within under 24 hours on each occasion. We also sent multiple proactive follow-up emails updating you on your order status through to delivery, several of which did not receive a response.

Your order was placed during our Black Friday period, during which we were fully transparent that processing and dispatch times would be slightly extended. This information was clearly stated on the product pages and again at checkout. Despite this high-volume period, your order was delivered to Dubai within the advertised timeframe.

Tracking also shows that multiple delivery attempts were made without a response, which contributed to the overall delivery timeline.

Returns process: Contrary to your statement, our team advised that we were able to assist with a full return process to ensure a refund. This was communicated directly and did not receive a response. Our returns policy is publicly available and actively used by customers daily.

We welcome all feedback and acknowledge that our designs may not be to everyone’s personal preference. That said, the items mentioned have been among our best-selling styles since 2021, with a return rate of just 6%, which is significantly below the industry average. These pieces are worn and repurchased by thousands of customers, often in multiple colours after receiving their first order.

Customs Fees: Import duties and customs fees are set by the destination country and are outside of our control. These charges are not collected or retained by our business.

In summary, we do not feel this review is a true representation of the experience provided. Our support team was responsive and actively assisting throughout and not “non-existent” as claimed. Your order was delivered within the timeframes clearly outlined online during our Black Friday period.

Should you wish to discuss this further or require any additional assistance, you’re welcome to contact our team directly at support@no-vu.com

NÓVU Team

Resposta da NÓVU

22/12/2025

Hi Luke,

Thank you for the incredible feedback, we really appreciate it. We’re glad Jim could help make sure everything arrived in time, and it’s great to hear you’re happy with the quality, fit, and style.

Thanks again for your support.

Wishing you all the best for the holidays and the new year!

NÓVU Team

Resposta da NÓVU

22/12/2025

Hi Angharad,

Thank you for the lovely feedback, we’re so glad we could help put your mind at ease. We’ll be sure to pass your kind words on to Jim.

We hope your partner loves the jacket, and we look forward to welcoming you back soon.

Wishing you all the best for the holidays and the new year!

NÓVU Team

Resposta da NÓVU

22/12/2025

Hi Mark,

Thank you for taking the time to share this, we’re really glad Jim was able to support you and get everything resolved. We’ll be sure to pass on your kind words to him.

We truly appreciate your patience and your continued support.

Wishing you all the best for the holidays and the new year!

NÓVU Team

Resposta da NÓVU

22/12/2025

Hi Tim,

Thanks for the great feedback and for shopping with us again, we really appreciate it.

We’re glad you’re happy with the items and service, and thank you for flagging the returns experience. We’re working on making this clearer and easier. Happy we could resolve the refund quickly for you.

Wishing you all the best for the holidays.

NÓVU Team

Resposta da NÓVU

22/12/2025

Hi Will,

Thank you for the kind words, we really appreciate it. Glad we could help and get things sorted quickly.

Wishing you all the best for the holidays and the new year!

NÓVU team

Resposta da NÓVU

15/12/2025

Hey Cat,

Thank you for the positive review! We're pleased to hear that your experience was a smooth one and that Jim from customer support was helpful in getting your queries resolved, and more so that you love our products.

We look forward to welcoming you agains soon! If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

15/12/2025

Hey Harry,

Wow! Thank you for the great review. We absolutely love to hear that you have been with us since day 1, that really means everything to us.

Thank you so much for your continued support over the years. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

15/12/2025

Hi Ben,

Thank you for the great review, We're pleased to hear you think the quality of our clothes are great and that customer support were helpful.

If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

Actualizada a 15/12/2025

Hi Emily,

Thanks for the wonderful review. Great to hear that you chose NÓVU for gifting your partner this year, we hope that they love the pieces you picked up!

If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

15/12/2025

Hi Bradley,

Thank you for the positive review. We're pleased to hear that you love the clothes & our website, and more so that Jim in customer support was helpful.

We look forward to welcoming you agains soon. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

15/12/2025

Hey Fraser,

Thank you for the superb review. We're pleased to hear that your query was resolved quickly, and even more so to hear you've been with us since 2019!

Thank you so much for your continued support and confidence in us over the years.

If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

15/12/2025

Hey Poppy,

Thank you for the positive review. Great to hear that Jim in customer support was helpful in getting your queries resolved!

If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.

All the best,

NÓVU team

Resposta da NÓVU

4/12/2025

Hi Jennifer,

We’re genuinely sorry to read your review and to hear that you feel let down by your experience, that’s never what we want for any customer.

We do, however, want to clarify a few points, as we believe some details may be untrue or unintentionally misleading.

From our records, our customer support team was in regular communication with you and responded to each of your messages in a timely manner. As confirmed in our email exchanges, we had received your return and your refund was already being processed. We also explained that banks can take up to 14 days for the funds to appear back in your account once a refund is issued.

On day 10 of that window, a chargeback was lodged on your side. Once that happens, the refund process is automatically taken out of our hands and transferred to the bank’s dispute process, something that can take up to 75 days to resolve, and something we cannot fast-track or override.

Before the chargeback was submitted, we were actively resolving your enquiry and your refund was already underway.

We always aim to provide clear communication and a smooth experience, and we’re sorry that this situation became more complicated than it needed to be. If there is anything further we can help with, or if you’d like us to provide documentation of the timelines for clarity, we’re more than happy to assist.

Thank you,

NOVU Team