FAQs

PRODUCT INFORMATION

How do I know which size to order?

You can view our ‘Size Guide’ on the product page when ordering to see which size is the most suitable or here https://www.novo-london.co.uk/size-guide otherwise please also refer to the sizing information located in the product description of each item.

What if an item is out of stock?

If a product is showing as out of stock online, you can email us at info@novo-london.co.uk to enquire about restocks.

What happens with PRE-ORDER items?

You are able to order our PRE-ORDER items online but please note that they will not be available until November.

ORDERS + MY ACCOUNT

How will I know if you have received my order?

You will receive an order confirmation email once you place your order.

Where can I find my order details once it has been placed?

You will find order details on your order confirmation email or in your account if you have set up a NOVO account before ordering.

Do I need to create an account to place an order?

No, you can purchase online without an account.

What happens if I cannot remember my password?

If you have forgotten your password, request a link to reset it or follow the ‘Forgotten Password’ instructions on the ‘Sign In’ page.

How do I unsubscribe from the NOVO newsletter?

You can unsubscribe simply by clicking on the unsubscribe link featured in the header or footer of the email. You can unsubscribe at any time.

How do I delete my account?

If at any point you would like to delete your account you can contact us directly at info@novo-london.co.uk and we will assist you in manually deleting your account.

PAYMENTS

What payment methods do you accept?

We accept all major credit cards accepted by Klarna and Paypal.

What is a Card Security Code (CSC)?

A CSC is the 3- or 4-digit unembossed number that displays on the front or back of a credit or debit card.

Will I be charged when I pre-order?

Yes, we will take payment before your item arrives.

Where do I enter a promotional code?

You can find this at the checkout page.

SHIPPING

Do you deliver to PO Box and BFPO addresses?

No.

Do you ship internationally?

Yes, we offer worldwide shipping but please note that there will be a flat rate shipping cost and international shipping VAT charges may apply.

DELIVERY

Covid-19 Update

All our couriers are working extremely hard to ensure that they keep their level of service and to minimise delays as much as possible. Our fulfilment centre is updated daily to ensure we are aware of any delays that might occur. If there are any unexpected delays we are made aware of you will be notified immediately via email.

Which countries do you deliver?

We offer worldwide delivery but internationally devliery is at a flat rate to the customer.

What is the delivery cost?

Free UK delivery and a flat rate charge for international shipping.

How many days does Standard Delivery take?

Standard UK delivery is shipped the next working day when you order before 1 pm (weekdays) unless specified otherwise online. Please allow 1-3 working days for your order to arrive. For international delivery please allow 3-5 working days.

EXCHANGES + RETURNS & REFUNDS

Returning or exchanging items?

All customer may return or exchange unworn, unaltered items within 28 calendar days of receipt. To request a form, please email returns@novo-london.co.uk and once you have received it fill in the form and return with your goods.

Items should be returned in the condition in which they were received, with their original packaging and tags intact. All UK customers will recieve a label in the box which will enable to you return your items back to us FREE of charge. For international returns this is the responsibility of the cusomter therefore please use a secure, insured and tracked delivery service, as NOVO cannot accept liability for any items not received.

For international returns, please mark clearly on your return invoice "Returned goods - No commercial value". Without this, any taxes incurred will be your responsibility to pay to your shipper.

Please send your return to: Novo London, Sprint Logistics, Morley Court, Unit 1, Morley Way, Peterborough, PE2 7BW

How are exchanges and returns done?

Once your exchange or return is received back to our fulfilment centre, it will undergo a QC check. If it is accepted, a refund or exchange will be issued.

How long do exchanges take?

Once the above steps have taken place and our fulfilment centre has completed your exchange, we will notify you via email (where applicable). We will always send replacement goods to your original shipping address unless notified otherwise. Accepted exchanges will be shipped back to you FREE of charge.

How do exchanges and returns work for domestic and international?

As above.

How long does it take to receive a refund for a return?

Once the return has been received and completed a refund will be issued within 3-5 working days. Please note that some banks take up to 10 working days to show the refund.