NÓVU Arvostelua 

My experience with Novu’s returns process has been extremely frustrating and unnecessarily prolonged.

I returned two items using their provided return label, which I was charged £5 for. Despite returning the items promptly, weeks passed without any clear resolution. I repeatedly had to chase their support team for updates, and most responses were generic, delayed, or failed to answer the specific questions I asked.

At one point, they stated they were waiting on Royal Mail, but there was no proactive effort to resolve the situation or offer a reasonable timeframe. Even after escalating the matter, I continued to receive vague responses such as “awaiting a decision from management,” with promised timelines repeatedly missed.

What was most disappointing was the lack of ownership and urgency. As the customer, I had fulfilled my obligations by returning the items using their label, yet I was left waiting weeks with uncertainty about whether I would receive a refund or exchange.

Eventually, they agreed to process a refund, but only after persistent follow-ups and the threat of a chargeback.

Overall, the experience was stressful, time-consuming, and not what you would expect from a reputable brand. Based on this experience, I would not purchase from Novu again.

Great service with excellent communication and very quick responses!

I shop here on a regular basis and would highly recommend,

Asked for next day delivery and the email came back quick and did exactly what I asked for

Customer service is non existent. Sent three emails within the month - no reply. Had to contact them via Instagram.

I created a return label within the return window, but due to personal reasons, was unable to return.

I’ve been shopping here for years but now, I’d avoid like the plague. They’re greedy.

EDIT - seems like they responded.

Let's make this clear.

I emailed the correct customer service email (there is only one) on

1. 06/01/2026 - two days aftet the return window expired.

2. I followed up on 14/01/2026 - no response.

3. 03/02/2026 - no response.

They are absolutely bullshitting, not seeing my email, as this is the same email I used to previously speak to them. They are not on top of their customer service, hence this issue.

AVOID.

Excellent quality for the price. Have brought for many years and will continue to.

I've ordered a few times from them, and the quality of the items has been really, really great each time, and each time the delivery was also on point. The only time I had an issue with returning an item, Jim from their customer support team was fantastic in resolving the issue quickly. I would really recommend!

Novu are excellent. Bought a few bits from the Black Friday sale ahead of my holiday to Dubai. One of the items wasn’t in stock and was showing delivery at a later date (I’d have been away by then) I reached out to them to ask them to post to Dubai if possible. They said no need and expedited for next day delivery so managed to get it in time before I went away! Secondly, I had ordered a luxe T-shirt which unfortunately came with a quality issue. I requested an exchange for another one as I really liked the T-shirt. Returns process was smooth and received confirmation that my replacement was on the way at no extra charge. Top quality products, even better customer service.

The customer service from NOVU is literally second to none, best I’ve ever had in terms of helping the customer and giving them the the best support whether that be, returning items or buying items. I will definitely be buying from NOVU in the near future. Great brand.

I was considering placing an order with this company after hearing positive feedback. However, I was unable to find a size guide on the website, which caused some uncertainty. I am also concerned about the returns policy, as it appears to be inconsistent with the Consumer Rights Act for distance selling. In particular, the requirement for customers to pay return fees for items sent back to the warehouse raises concerns, as does the lack of clarity around refunding postage costs. Based on these issues, I have decided not to proceed with a purchase at this time.

I love this brand, and have been ordering from them for years. At the back end of 2025, I was in Australia and ordered a parcel from the UK. Unfortunately, the items were slightly too small for me so I got in contact with the Nova Support team to understand my options. Due to the extremely high cost of sending parcels from Australia to the UK, I requested to return the parcel 3 months after it has been delivered on the basis the tags would still be on the items, and they were unused. Jim from NOVU support was EXCELLENT. He assured me that this was possible, and to return the parcel when I returned to the UK. The parcel has since been returned, and my store credit has been issued. Top class customer service from NOVU and Jim in particular. Thanks guys, one of many ways to keep loyal customers!

I recently ordered the grey cosy knit set. I had to exchange with a different size, unfortunately it was out of stock. Jim gave me options to return back the item or wait on. He kept me up to date at every stage if the item would return. Thankfully it did as the set is a masterpiece. Jim's customer service was excellent, efficient, and polite. I am very happy with my set and the other 2 sets i purchased recently. An excellent brand which definitely stands out from the rest. Kevin Mc

Thank you for very fast delivery.
Quality of clothing is perfect and true to size, will definitely keep buying from Novu👍

Great quality product and excellent customer service. Will definitely recommend to people!

Great quality of clothing, always dispatched quickly. Fantastic communication with the customer service team and I highly recommend this brand.

was my first time shopping with Novu, I have seen them all over my socials for a while and always wanted to, so when I saw the sale prices I couldn’t resist! Ordered a bunch of fits and incredibly impressed with the quality. Some of the items just weren’t for me, so returned and got a quick refund. However majority I loved and will certainly be shopping with them again 10/10
Dean

Great quality, fast delivery and amazing costumer service, when looking for the right item!

Ordered the wrong size and managed to send back and order a replacement with ease, great customer service. Quality of clothing exceptional also. Definitely will order again 😊

Loveee the t-shirts I’ve ordered from here, such great quality and always come back to buy the new items. Fits and looks great everytime!

Extremely poor service and cheap materials

Ordered a pair of trousers which were poor quality and didn't fit me well. After I returned them (in the zip lock bag they sent me), they stated the packaging of the return was poor - not my fault your zip lock bags are shit. Avoid this company - not great quality, terrible customer service.

Shocking company; absolute grifters. I would avoid at all costs!

Cheap materials, bad customer service and terrible process for returns!

when my products arrived, I noticed some of the sizing was way off! I got more than one shirt in a large; some came up so tight and others I was literally drowning in materials - exact same design, just different colours so why is the sizing so inconsistent?!

I returned some of the shirts and they tried to lowball me on the amount I was owed - I quickly brought this to their attention and they said they would ensure this was corrected.

It then took them nearly 3 weeks to process the return and when they did; they totally ignored the fact that I had sent them two tops back and not one and tried to only refund me for one!

I've since flagged this up with my bank and will be activating a chargeback against them.

Shocking company, I wish I looked at their reviews sooner. I would have totally avoided them.

In light of the LIES this company has told in their reply; I will happily upload images of the company’s customer support actually admitting their failures!

Do not play with me; I keep a record of everything!

You’re lucky I can’t upload images directly on here.