FAQs

You can view our ‘Size Guide’ on the product page when ordering to see which size is the most suitable.

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

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

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

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

No, you can purchase online without an account.

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

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.

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.

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

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

Yes, we will take payment before your item arrives.

You can find this at the checkout page.

No.

Yes, we offer worldwide shipping.

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.

We offer worldwide delivery.

Free worldwide delivery.

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

You 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. Please use a secure, insured and tracked delivery service (such as Royal Mail Special Delivery or equivalent), as NOVO cannot accept liability for any items not received.

Please note that all return postage costs are the responsibility of the customer. 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

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.

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.

As above.