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Due to the high volume of inquiries, we're having a delay with our response time. We apologise for the inconvenience and we thank you for your patience during these times.

Common Questions

It can take up to 30 minutes for your confirmation email to arrive in your mailbox. If it still isn’t there after 30 minutes, please check your junk folder. If it’s not there either, please get in touch so we can take a look.

Novo Shoes
Online Order
Shop:332 Glenfield Mall
Glenfield, Auckland- 0629

Please go to the activation page or forget password page, where you will be asked to type your email ID to re-set your password and activate your account. You will be sent an activation link/ password reset link, you may then follow the prompts in the link.

Once your order has been placed, you cannot change the address or ordered style under your Novo Account but due to our quick turnaround process, there is a small window from the time you place your order to the point it is ready to be shipped out that we can try and update your details. 

If you’ve entered an incorrect shipping address or ordered an incorrect item, please Contact Us within 60 minutes of submitting your order. You must tell us your Order Number, and the specific changes you require and we’ll do our best to help you out. 

There are 2 ways to obtain an exchange or refund. Within 30 days, you can either: 

1. Return your items to NOVO Online by lodging your return through our Website 

2. Visit your local NOVO store with your confirmation email and/or packing slip. 

Please note: NOVO stores are unable to process refunds for Online orders where HUMM payments were used. Our stores are also unable to process returns for Naturalizer Shoes. 

Please visit our Returns & Exchanges page and follow the instructions provided. 

Please Contact Us with the style name, colour, size and your local Novo store location.

To protect your security, we are unable to complete Novo Shoes purchases over the phone.

For a full list of FAQs, please click HERE.

Contact Us

Novo Shoes
Shop:332, Glenfield Mall
Glenfield, Auckland-0629