Return & Exchange

RETURNS POLICY

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 an item simply email us at returns@novo-london.co.uk. We will then send you a returns form to fill out and return to us with your item.

Customers must ensure that all items returned are 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 London cannot accept liability for any items not received. Please note that all return postage costs are the responsibility of the customer. We will be able to issue your refund within 28 days of us receiving your cancellation notice. 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

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

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.

EXCHANGE POLICY

Need a Different Size?

Simply email us at returns@novo-london.co.uk and request a exchnage form. 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 (such as Royal Mail Special Delivery or equivalent) 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
Sprint Logistics
Morley Court,
Unit 1, Morley Way,
Peterborough
PE2 7BW

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.