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Return & Exchanges

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 14 days of receipt. You should have received a returns form with your order, which you will need to fill in and return with your goods.

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 30 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

Whitfield House,

St. Johns Road,

Meadowfield Industrial Estate,

Durham

DH7 8XL

All returns must be received to our office within 14 days of receiving your order therefore please choose your shipping method accordingly. Please note that the delivery charge for the initial order will not be refunded to you. 

EXCHANGE POLICY

All exchanges must be received to our office within 14 days of receiving your order (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

Whitfield House,
St. Johns Road,
Meadowfield Industrial Estate, 
Durham

DH7 8XL

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

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