Returns + Exchanges

United Kingdom + Rest of World

In the unlikely event that the goods supplied are not what you expected, we are happy to return or exchange unworn, unaltered items within 28 calendar days of receipt. We offer FREE UK exchanges and a fixed rate UK returns service (£4.40 per item), all via our Royal Mail partnership. To start the returns process simply email us at returns@novo-london.co.uk and we will assist you further.

Customers must ensure that all items returned are in the same condition in which they were received with all their original packaging and tags intact.

For international returns we are unable to offer free returns at this moment in time. So please be aware that all return postage costs are the responsibility of the customer. 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
C/O Fulfilment Crowd
Building-Unit 2, Hillridge Road
Martland Mill Ind Estate
Wigan
WN5 0LS
UK

All returns must be received to our distribution centre within 28 calendar days of receipt therefore please choose your shipping method accordingly. Also note that any items outside of the 28 calendar day return policy will be sent back out to you as they are not within our policy timeframe for a refund

If you have an future queries please email us at returns@novo-london.co.uk.

In the unlikely event that the goods supplied are not what you expected, we are happy to exchange unworn, unaltered items within 28 calendar days of receipt. We offer FREE UK exchanges and a fixed rate UK returns service (£4.40 per item), all via our Royal Mail partnership. If you have any future queries please email us at returns@novo-london.co.uk.

Customers must ensure that all items returned are in the same condition in which they were received with all their original packaging and tags intact.

For international returns we are unable to offer free returns at this moment in time. So please be aware that all return postage costs are the responsibility of the customer. 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
C/O Fulfilment Crowd
Building-Unit 2, Hillridge Road
Martland Mill Ind Estate
Wigan
WN5 0LS
UK

All exchanges must be received to our distribution centre within 28 calendar days of receipt therefore please choose your shipping method accordingly. Also note that any items outside of the 28 calendar day return policy will be sent back out to you as they are not within our policy timeframe for a refund

If you have any further queries please email us at returns@novo-london.co.uk.

USA

In the unlikely event that the goods supplied are not what you expected, we are happy to return or exchange unworn, unaltered items within 28 calendar days of receipt. In order to return please email us at returns@novo-london.co.uk.

Customers must ensure that all items returned are in the condition in which they were received with their original packaging and tags intact. For US returns we are unable to offer free returns at this moment in time so please be aware that all return postage costs are the responsibility of the customer. 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.

All returns must be received to our distribution centre within 28 calendar days of receipt therefore please choose your shipping method accordingly. Also note that any items outside of the 28 calendar day return policy will be sent back out to you as they are not within our policy timeframe for a refund.

Need a Different Size?

Simply fill out the returns form located in your box with your order or email us at returns@novo-london.co.uk. All exchanges must then be returned to our distribution centre within 28 calendar days of receipt (all exchanges subject to stock availability).

Please use a secure, insured and tracked delivery service to exchange the item. Novo London cannot accept liability for any items not received, as items are your responsibility until they have been received by ourselves, all postage costs are the responsibility of the customer. We will do our best to fulfil your exchange request. If your desired replacement item is no longer available we will help you find another item you like, or process a refund if the item falls within our return policy (see above). For international returns please mark clearly on your return invoice "Returned goods - No commercial value". Without this any taxes incur will be your responsibility to pay to your shipper. Please send your item for exchange to:

Novo London
Fulfilmentcrowd (c/o Glasdon Inc)
5200D Anthony Road,
Sandston,
VA 23150
United States

Once we have completed your exchange, we will notify you via email (where applicable). We will always send the replacement goods to your original shipping address, unless notified otherwise. Accepted exchanges will then be shipped back to you FREE of charge.

You also have the right to cancel your contract with us and return your items back to us by post within 28 calendar days of receipt. If you wish to cancel your order please notify us by email returns@novo-london.co.uk.

Faulty Items

At Novo London we strive to ensure the highest quality products. In the unlikely event that you may receive a faulty item, you must notify us via email returns@novo-london.co.uk within 14 calendar days of receipt. Faulty items must also arrive back to us within 28 days of receipt to receive either an exchange (subject to stock availability) or a full refund. However, any items received back to us outside of the 28 day period will only have the option to exchange the item.