FAQ'S

Please go to the activation page or forget password page with the following link activate, where you will be asked to type your email ID to re-set your password and activate your account.

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 receipt and/or packing slip.

Please note: NOVO stores are unable to process refunds for Online orders where Afterpay was used. Please view our Returns & Exchanges page for more info.

You can use your choice of courier or postal carrier. We strongly recommend using registered post. Please write your Order Number as the reference on the parcel.

It will take up to 3 working days from the date we receive your parcel. When processed, you will receive either:

- A shipping notification for your new items, including tracking.

- A refund notification from the payment provider used during your original purchase.

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.

We will always do our best to help, but it depends on the status of your order. Once your order has been processed, we are unable to make any changes.

Login to your account and click on My Details or Update Password, enter the correct details and click Update.

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

The tracking number will become valid once Australia Post has collected the parcel from the warehouse, please allow 24hrs from email to track the parcel.

You cannot go back into your account and pay for unpaid order. You will need to place a new order from the beginning.

You must type in the coupon code and not copy and paste. It is also case sensitive. Coupon is valid for 1 month from validation.

Unfortunately, we cannot currently process orders over the phone.

Aus Post will leave a card at your door/mailbox to visit your local GPO, all parcel require a signature and cannot be left at the door.

Unfortunately, we do not ship the parcel to PO Box for an International Order.