Frequently Asked Questions

Product Information

You can view our ‘Size Guide’ on the product page when ordering to see which size is the most suitable or here otherwise please also refer to the sizing information located in the product description of each item.

If a product is showing as out of stock online, you can email us at to enquire about restocks.

You are able to order our PRE-ORDER items online but please note the estimated shipping date will be clearly displayed in the product description and is still variable. All pre-orders will be sent next day delivery from the estimated shipping date and you will recieve email updates and dispatch notifications prior to this date.

Orders + My Account

You will receive an order confirmation email once you place your order. Sometimes these can end up in spam - check both inboxes and if you have not received an order confirmation get in touch with us.

You will find order details on your order confirmation email or in your online NOVO account if you have set one up before ordering. We will send you email updates when your order has been shipped too.

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 footer any of our emails. You can unsubscribe at any time.

If at any point you would like to delete your account you can contact us directly at and we will assist you in manually deleting your account.


We accept all major credit cards, debit cards and those accepted by Klarna and Paypal. We also have ApplePay for ease of checkout.

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 when you order your pre-order item online before your item arrives.

You can find a discount box in the checkout pages before you submit your order.

Shipping + Delivery

No, unfortunately we can't ship to PO Box and BFPO addresses.

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

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

Delivery and shipping costs are set by region (UK, Europe and Rest of World) fees, starting from £4.95 per order in the UK. You can find more information on our shipping page here.

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.

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

All customers may return or exchange unworn, unaltered items within 28 calendar days of receipt. To request a form, please email 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 can access our Royal Mail service which will enable to you return your items back to us. For international returns this is the responsibility of the customer 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.

For details of where to send your return see our returns and exchanges page here.

Once your exchange or return is received back to our fulfilment centre, it will undergo a quality 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, however, they may take slightly longer.

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.