NÓVU Opiniões 

Resposta da NÓVU

19/03/2025

Hi Kai,

We appreciate your feedback and would like to clarify the situation.

As stated on our website, customs fees and import duties are the responsibility of the customer. These charges are set by your country’s customs authorities, and payment is required for the parcel to be released for delivery.

In your case, multiple attempts were made to notify you of the outstanding customs fees by the courier, but no response or payment was made.

As a result, the parcel remained in customs and could not be delivered. To resolve this, we took the extra step of covering the significant return costs ourselves to have the parcel sent back to us, and we issued you a full refund.

We are always here to help should you require any further clarification.

All the best

Resposta da NÓVU

19/03/2025

Hi Andre,

Thank you for your kind words! We’re thrilled to hear that our customer support team provided such great service and made your experience smooth. We’ll be sure to pass on your feedback. Looking forward to serving you again!

All the best

Resposta da NÓVU

19/03/2025

Hi there,

We appreciate your feedback and understand your frustration. To clarify, we did offer an extended Christmas returns policy until January 8, covering purchases made between November 20 and Christmas. This was clearly advertised across our website to ensure all customers were aware.

Unfortunately, as your return was sent significantly later, it fell outside of this extended window. While we always aim to be as accommodating as possible, we must also maintain fairness in applying our policies.

If there's anything else we can do to assist, please feel free to reach out.

Best wishes

Resposta da NÓVU

5/03/2025

Hey Jav,

We really appreciate the support! Glad you’re loving the quality and had a great experience with our team. Enjoy your pieces!

All the best

Resposta da NÓVU

24/02/2025

Hi Ian,

We appreciate your feedback and are sorry to hear about your frustration. However, we’d like to clarify the facts regarding your experience.

Your original order was returned outside our standard 14-day returns policy, returned over a month after delivery:

Delivery Date: 28/12/23
Return Date: 29/01/24

Rather than refusing the late return and sending the items back to you, we offered an alternative solution by providing a store credit for the full value of the returned item. This credit was issued in time for our SS24 collection, which featured a full range of matching sets in all sizes at the time.

Although the store credit was not used within its original validity period, we made an exception and extended it by over 12 months as a goodwill gesture.

We understand your disappointment, but given the circumstances, we believe we have been more than fair in accommodating your situation. If you need any further assistance, please don’t hesitate to contact our customer service team.

Best regards

Resposta da NÓVU

21/02/2025

Dear Marc,

We feel it is important to address the points made in your review, as some of the details are not accurately reflected. At NOVU, customer service is a top priority, and we are committed to providing prompt and fair support.

Timeline of Events:

December 13: You requested an extension on your return window as you would be away on holiday. Our team promptly responded the same day and confirmed that we would extend the return period to accommodate your request.

January 2: You informed us that you wished to return all items. We confirmed this was fine and extended the return window again to honour the late return, same day response.

Our support team has been in regular communication with you throughout this process, often responding on the same day.

None of your emails were ignored, and our team provided clear instructions on multiple occasions on how to process the return through our return portal, which is required for returns. We continued to extended the returns window further each time to accomadate.

While multiple emails affected queue positioning, our team remained responsive and continued assisting.

Even though the return was not completed through the portal, we further extended the return window to accommodate you.

Ultimately, we went beyond our standard policy and issued a full refund, which has now been received.

We always strive to provide a high level of service and ensure fair outcomes for our customers. In this case, we accommodated multiple extensions, provided consistent support, and honored a refund beyond policy guidelines.

We regret that your experience did not meet your expectations, but we stand by the efforts made to resolve this matter fairly. If you have any further concerns, our team remains available to assist.

Best regards

Resposta da NÓVU

21/02/2025

Hi Farhaan!

We really appreciate your continued support and love hearing that NOVU has become a go-to for your holiday and summer wardrobe.

Our goal is always to bring unique styles that stand out, and it’s great to know they’re hitting the mark for you!

All the best

Resposta da NÓVU

12/02/2025

Hi there,

We’re genuinely sorry to hear about your experience and would like to address your concerns.

We offer a seamless, click-and-go returns system designed to make it easy for customers to process and log their returns. This system generates either a shipping label or QR code to simplify the return process.

If a return request is submitted outside of our standard return window, the system will automatically void the request, as it no longer meets the return policy timeframe.

However, we understand that issues can arise. In your case, it appears that our customer support team stepped in to override the system and assist with processing your return, which we hope provided some resolution.

We’re committed to improving our service, and your feedback is invaluable to us. If you still require assistance or would like us to investigate further, please reach out to us directly at support@no-vu.com with your order details, and we’ll be more than happy to help.

Kind regards

Resposta da NÓVU

7/02/2025

Hi Graham,

Thank you for sharing your feedback. We’ve reviewed your recent orders and would like to provide some clarification:

- Your most recent order was placed on February 5th with standard shipping selected and was immediately dispatched.

- Your second last order was placed on December 30th and was delivered within 7 business days, following the New Year bank holidays.

- Your third last order was placed during our Black Friday event, where we clearly outlined processing times of 7–14 business days, with shipping times applying afterward. This order was delivered within the specified timeframe.

Based on this, we’re confident that we’ve met our service commitments and provided transparent information regarding processing and delivery timelines, especially during peak periods.

We genuinely appreciate your continued support of NOVU products over the years and remain committed to meeting your expectations moving forward.

If there’s anything further we can assist you with, please don’t hesitate to contact us at support@no-vu.com.

Kind regards

Resposta da NÓVU

5/02/2025

Dear Parth,

Thank you for your feedback. We’re sorry to hear about your experience and would like to clarify our return process.

We offer an easy and seamless return process through our online portal, allowing you to log and manage your return effortlessly. For orders placed outside of the UK, including the United States, customers can log their return, after which the returns address is provided.

While we understand it may be frustrating, we currently do not cover the cost of return shipping for international orders. However, this is something we are actively working on, and we hope to offer a more convenient solution, including prepaid return labels, in the near future. We also ensure our current policy is clearly stated on our website for customers to review before placing an order.

We appreciate your feedback and are always looking for ways to improve our processes. If you have any further concerns, please reach out to us at support@no-vu.com, and we’d be happy to assist you further.

Best regards

Resposta da NÓVU

7/02/2025

Hi Sid,

Thank you so much for your kind review! We’re really glad to hear that our social media team was able to assist you quickly and help get things sorted. While we always aim to provide prompt support across all channels, we’re happy we could turn things around for you.

We truly appreciate your patience and support, and we’re here if you need anything else in the future!

All the best

Resposta da NÓVU

7/02/2025

Hi Josh,

Thank you for your kind review! We’re really glad to hear our team was able to help with your credit voucher and that you had a positive experience reaching out to us. We always aim to be as responsive as possible, and it’s great to know our Instagram DMs were a quick way to get in touch.

We truly appreciate your support and look forward to assisting you again whenever you need us. Thanks for being part of the NOVU community!

All the best

Resposta da NÓVU

7/02/2025

Hi Tom,

Sorry to see this review. We're having trouble identifying any orders under your details.

Please reach out to support@no-vu.com and we'll do our best to help you.

Thank you

Resposta da NÓVU

27/01/2025

Hi there,

Unfortunately we cannot locate any records under your details. Please reach out to support@no-vu.com with your order number and our team will be on hand to assist with whatever you need.

Thank you

Resposta da NÓVU

Actualizada a 27/01/2025

Hi Amber,

Unfortunately we were unable to ship your order due to an open dispute. A full refund was already issued back to your payment provider, who must issue the funds back to your account.

If you need any further support please reach out to support@no-vu.com.

Thank you

Resposta da NÓVU

27/01/2025

Hi Aleks,

We’d like to clarify several points, as some of your statements are misleading or incorrect.

The items you ordered were from our Black Friday event, where it was clearly advertised that orders require 7–14 business days to process, with shipping times applying thereafter due to high demand. Your order was processed within this timeframe and delivered before Christmas, as outlined online. Tracking information was also provided, which is standard procedure.

You chose to request a return on 7th January 2025, significantly beyond our 14-day return policy, which is clearly outlined on our website. Additionally, our records show that you did not pay for the return label via the returns portal, which is necessary to generate the QR code for drop-off. Our returns portal is designed to make returning an order as easy and seamless as possible.

NOVU is a trusted brand established in 2017, with over 100,000 happy repeat customers worldwide. We work exclusively with highly reputable manufacturers across Europe, with our fabrics milled in Portugal and Italy—renowned for their quality and craftsmanship. Our commitment to design, high-quality materials, and exceptional construction is a cornerstone of our reputation.

The items you ordered are among our most popular, frequently sold-out pieces, and are loved by many of our customers. These items also have a very low return rate, which reflects their consistent appeal and quality.

We regret that your experience fell short of expectations and encourage you to contact support@no-vu.com so we can address your concerns and assist you further.

Best regards

Resposta da NÓVU

27/01/2025

Hi Jordan,

Thank you for the great review! We're thrilled to hear that you're satisfied with our products and continue to shop with us.

If you need any further support we're always on hand via support@no-vu.com.

All the best!

Resposta da NÓVU

27/01/2025

Dear Michael,

Thank you for your feedback. We’d like to address your concerns and clarify the situation.

You used our returns portal and simultaneously opened a dispute with Klarna before we even received the returned goods. When a dispute is initiated, the matter is taken out of our hands, and we are unable to process any form of refund directly. The resolution and decision then lie solely with Klarna, and their process can take up to 120 days to reach a conclusion.

Our team reached out to you via email shortly after your return request to explain this process and provide clarification. We understand how frustrating this can be, but once a dispute is opened, we must adhere to Klarna’s resolution process.

We’re committed to helping resolve this as soon as possible, and we encourage you to continue working with Klarna on this matter. Should you have further questions, feel free to reach out to us at support@no-vu.com.

Best regards