No, not all online orders can be returned in store. Some product categories are excluded from in store returns, such as Sale, Final Sale, Outlet, Clearance, Ipanema (selected styles) and Exclusive Collection. To see if your order is eligible for return in store, please see our full returns policy here.
If you've received an incorrect, damaged, or faulty item, we're here to help.
Online orders: If you believe your item has a manufacturing fault, arrived damaged, or you've received the wrong item, please contact our Customer Service team using the form here.
In-store purchases: Please return to the store where the item was purchased with the item and your proof of purchase. Our stores will be happy to assess the item and assist you. Please note that we are unable to process returns for in-store purchases at our online warehouse.
If you return one item from a promotion involving multiple items (such as "2nd Item Half Price"), the item you choose to keep will revert to full price, and your refund will be adjusted accordingly.
Online Returns
Shop R33 Ormiston Town Centre
240 Ormiston Road
Ormiston, 2019
New Zealand
You are welcome to use your preference of courier, however, Novo cannot accept any responsibility for goods lost in transit to us. For this reason, it is highly recommended that you use a tracked or signed service.
Yes, if this store is close to you, you are welcome to return it directly to the store rather than posting back to them.
Please choose carefully, as the following items are not eligible for return: Final Sale and Outlet items, jewellery, hair accessories, chokers, stockings and tights, and our shoe care range.
Once your parcel has reached our warehouse, it can take up to 5 business days for the return to be processed.
Once your refund has been processed, it can take up to 5 business days for the funds to reach your account. If more than 5 business days have passed since you received your Return Processing Confirmation email, please contact our Customer Service team so we can investigate this for you.
Yes, for your return to be eligible, we require you to send it back in the original packaging including the box.
For any marketplace returns, you need to contact the marketplace directly regarding returning their order. Unfortunately, we cannot assist with this process.
