Terrible company! Sent back my order for a refund a month ago and still haven’t received my refund, seems a very common issue about customers not receiving their money back. I have emailed multiple ti... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
I have been waiting for a refund since october 1st should have taken 14 days. I have sent 3 emails and been advised they have contacted finance to see what the hold up is. If novu dont give me an exac... Näytä lisää
The customer support I received from Carla has been top notch! The clothing is brilliant too, lovely pieces. Happy with my new pick ups, the quality of the Milo’s sets is excellent! Will definitel... Näytä lisää
I bought clothes 5 years ago from Novu which are still staples for me, says all you need really. I think the Oxford Pleated trousers are my most worn item of clothing, wear them in highly professi... Näytä lisää
Yrityksen tiedot
- Vaateliike
- ja myös
- Muotisuunnittelija
Yrityksen kirjoittama
Founded in 2017, NÓVU is a contemporary ready-to-wear fashion brand born in the United Kingdom and operating worldwide. We specialize in offering ready-to-wear menswear, footwear, and accessories that embody timeless design and cater to the modern-day man. With over 100,000+ happy repeat customers who share our passion for elevated and sophisticated style, our brand ethos is centred around designing high-quality, standout pieces that leave you feeling confident and unique. Our passion for product is at the heart of everything we do, ensuring each piece reflects a dedication to quality, style, and sophistication. Recently, we’ve experienced a significant explosion in growth, which has contributed to some delays and a few less-than-ideal reviews due to high order volumes. We want to assure our valued and potential customers that we are committed to addressing these challenges, improving our processes, and maintaining the high standards you expect from us. If you have any concerns or need assistance, please don’t hesitate to reach out to us at support@no-vu.com—we’re here to help and ensure your experience with NÓVU is nothing short of exceptional.
Yhteystiedot
Yhdistynyt kuningaskunta
- support@no-vu.com
- novucollection.com
3,0
Keskitasoinen
878 arvostelua
Pyytää asiakkailta arvosteluja
Tämä yritys pyytää asiakkailtaan arvosteluja – olivat ne sitten hyviä tai huonoja
On vastannut 28 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 1 viikon sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
Excellent Customer Service
Easy ordering process. I experienced a problem regarding delivery charges & Customer Services were swift to reply & resolve the problem. A very positive customer experience. Will have no hesitation in ordering again
18. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hey there!
Thank you for the great review. We're pleased to hear that our support team were helpful in getting your enquiry resolved quickly and that you had a good overall experience.
We appreciate your continued support and we hope to see you again soon!
All the best,
NÓVU team
Great service
Great service, products and excellent customer service would highly recommend!
17. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hey Elizabeth,
Thank you for the great review and recommendation! It's wonderful to hear that our products get your approval and that our customer support team were helpful.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Fast delivery
Fast delivery, great customer service on return
14. marraskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hey Faz,
Thank you for the great review! We're pleased to hear that your items reached you quickly and that our customer support were helpful in processing a return.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Customer service quick to support following a complaint I made and resolved it very well. Thank you
What started out as a bit of a bad experience turned following my review on here I was contacted by Carla from the customer service team(she was brilliant!) and had the issue resolved pretty swiftly.
Thanks for sorting it all out and I will continue to use the brand.
22. lokakuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Danessie,
We’re sorry to hear about your experience and understand the frustration. It seems there’s been some confusion - we do offer several return options for sale items, including refunds to your original payment method, exchanges, store credit, and gift cards.
If the portal only showed store credit, this may have been a technical issue. Please email us at support@no-vu.com, and we’ll make sure it’s resolved quickly.
Thank you for your feedback, we’ll ensure this is corrected moving forward.
NOVU team
Great customer service.
Ordered a few bits from here , first time! Half of my items were great , the other half did not fit. The items were on sale but after speaking to Jim via email he initiated a full refund. Great customer service - will definitely be ordering again.
24. lokakuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Junaid,
Thank you for the feedback, we really appreciate it. Glad Jim was able to help get the refund sorted for you, and we’re pleased to hear you’ll be ordering again.
Wishing you all the best for the holidays and the new year!
NÓVU Team
I ordered a set from Novu Clothing
I ordered a set from Novu Clothing, but unfortunately, the package was returned by customs before it ever reached me. During the return shipment, the package got lost, and now I’m out €200 with nothing to show for it.
I tried to reach out and even suggested splitting the loss so we’d both take some responsibility, but I’ve received no reply at all. The complete lack of communication and support is really disappointing.
I strongly advise against ordering from this company.
#175038
29. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Max, we’re sorry to hear you feel this way.
Your order was shipped promptly, but the courier was unable to deliver it because the required import duties were not paid despite multiple contact attempts.
As stated on our website, international customers are responsible for any customs fees charged by their local authority.
If you’d like any further assistance, please reach out to us at support@no-vu.com and we’ll be happy to help.
Do Not Trust Novu Collection
I honestly don’t know how this brand calls itself “premium.” They advertise high-quality luxury clothing, but what actually arrived was the complete opposite. My brother’s top came labeled 95% polyester and 5% spandex — it felt cheap, thin, and synthetic, almost like something straight off Temu.
As for my own order, it was even worse. My clothes never arrived, and the only thing in my package was a single sheet of paper saying one item had been refunded — yet no refund ever showed up in my account.
Their communication is horrific. I’ve sent multiple emails, and every reply has been dismissive, slow, or completely unhelpful. They refuse to take accountability, and their so-called “customer support” is basically nonexistent.
Do not trust these guys. They overpromise, underdeliver, and ignore you once they’ve got your money. I’d strongly recommend spending your money elsewhere — this brand has been an absolute nightmare to deal with.
8. huhtikuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Zain,
Thank you for sharing your feedback. We’re sorry to hear you feel this way and we’d like to clarify a few important points.
We take pride in the standard of our garments. Our collections are produced in reputable European factories and many of our pieces are made from premium materials such as 100% wool, pure linen and high-grade cotton. Some garments include polyester blends, which is standard in modern premium fashion as it enhances durability, structure and long-term wear, and even many luxury houses use this in selected pieces for performance and fit benefits.
Regarding your order, one of the items in your order was unfortunately unavailable at the time of dispatch, which is why you received a notification and a refund was issued for that item. If this hasn’t appeared in your account, our team will be happy to provide the refund confirmation and payment reference so you can follow up with your bank if needed.
We do have a dedicated support team responding to all enquiries, with a current average response time under 4 hours. We never ignore customers and we’re here to help resolve any issue quickly and fairly.
Please get in touch with us at support@no-vu.com so we can share your refund confirmation and assist with anything still outstanding.
Kind regards,
NOVU team
Had a bad starting experience but was…
Had a bad starting experience but was helpfully resolved and sorted
15. lokakuuta 2025
Oma-aloitteinen arvostelu
SCAM company
I placed an order with NÓVU over two months ago and never received my items. Instead of fixing the issue, they let the package get sent back to them and then refused to refund me until it physically returns to their warehouse (which is completely out of my control).
So here I am, months later, out of pocket for a large sum of money, with nothing to show for it. Their “customer support” just hides behind policy instead of actually helping their customers.
I’ve been a loyal customer in the past and spent a lot with this brand, but after this disgraceful experience I’ll never buy from them again. They’re quick to take your money but will drag their feet endlessly when it comes to refunds.
NÓVU is a scam — do not waste your money here. There are plenty of other brands that actually respect their customers.
8. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi,
We’re sorry for your frustration, though we want to clarify the situation.
Your parcel was held in customs because import charges were due to be paid by you. Multiple attempts were made to contact you, but without payment the shipment was refused and returned to us.
We'd like to clarify NÓVU is not a scam company. We’ve been operating since 2017 with over 150,000 happy repeat customers.
Once the parcel arrives back with us, your refund will be processed in line with our policy.
Kind regards,
NÓVU Team
Refused to Refund Money
Tried to make a return due to poor quality and sizing of trousers however the only option that was available was ‘refund to store credit’. Upon checking their refund policy it states, ‘ Unfortunately, we cannot accept returns on sale items’.
This is completely illegal and not in compliance with the Consumer Contracts Regulations 2013 and I will be taking this further with my card company.
I should have checked Trustpilot reviews before buying.
Update 29th November: regardless of their response to my review below I have still not received my refund 2 months after the item was returned.
25. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Tony,
We’re sorry to hear you feel this way, but we’d like to clarify some important points for accuracy.
We offer full refunds to the original payment method for any items returned within our 14–28 day return window, as clearly outlined in our policy. NÓVU fully complies with the UK Consumer Contracts.
At checkout and during returns, customers are offered multiple return options:
Refund to original payment method
Exchange
Store credit
In addition, for end-of-line or end-of-season sale items, we also offer exchange or store credit as an additional option, alongside the right to a full refund.
We believe this review is misleading, and we want to assure our customers that we are a legitimate business committed to fair and transparent practices.
If you believe there’s been an error or need further help, please reach out to our team at support@no-vu.com , we’re more than happy to assist.
Kind regards,
NÓVU Team
My order arrived in July after waiting…
My order arrived in July after waiting 2 weeks to then find out the trousers that was part of my order was damaged, I contacted support immediately with no reply for 2 weeks, to then be told 1 month later to send them back. It has taken almost 3 months to arrange a refund and I am yet to still receive it. Stay far away from these scammers.
Update
I finally received my refund over 3 months later and was told to change this 1 star review for a 30% off code. What a joke
16. heinäkuuta 2025
Oma-aloitteinen arvostelu
worst company ever to sell clothes
worst company ever to sell clothes
3 weeks and still no reponse to my clothes or refunds.
company needs to be shut down to prevent any more scams
22. syyskuuta 2025
Oma-aloitteinen arvostelu
SCAMMERS
SCAMMERS ! It’s been 2 months since i’ve sent my trousers back for a size exchange and nothing..all i get from them after sending multiple emails is” we’ve got your email and we’re on it”. Ghost clothing company, don’t order from them.
15. syyskuuta 2025
Oma-aloitteinen arvostelu
Ongoing issue
I ordered a large pleat shirt and shorts (pistache) order no. 180990, totalling £144 which, when they arrived, were too large. I then arranged an exchange (at a cost of approx £5 for a returns label) for a medium size. When they arrived they too were also far too big and I wasn’t happy with the way the shirt hung either. The exchange arrived on 16 August and on 20th I emailed requesting another returns label and refund as I just wasn’t happy with the items. I have heard absolutely nothing from Novu apart from automated emails assuring me they will return to me within 48 hours to resolve my issue. I have repeatedly chased and am still, frustratingly, awaiting a response. There is no Complaints Dept details listed online to refer this matter to and when trying the contact number it’s a Klarna helpline (I didn’t pay via Klarna). The issue I have is that this matter has been ongoing for in excess of the 14 days returns deadline despite my contacting Novu just 4 days after receipt of my exchange. If someone could please deal with this issue it would be appreciated!
16. elokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi James,
Thank you for taking the time to share your feedback.
While we always welcome both positive and negative comments, we are disappointed by your review as much of the information provided is inaccurate and potentially misleading.
To clarify:
We received your first email on 29 July regarding the status of your order, and our customer support team responded the same day, confirming that your order had been processed for shipping.
The second and only other email we have received from you was sent today, and again, our team responded the same day.
We have not received any other emails from you regarding this order. All correspondence should be directed to our official support address: support@no-vu.com
We are committed to providing timely assistance to all of our customers and always respond promptly to emails received. If you believe your other messages were sent, we kindly ask you to double-check that they were sent to the correct address above.
We hope this clears up any misunderstanding, and we remain happy to assist you further via our support channel.
Best regards,
NOVU team
Takes forever to ship a product - terrible customer service
Takes forever to ship a product, it’s been 9 days in limbo now, asked for refund due to not being able to receive the package if it shipped, still have not gotten confirmation. Ordered 3 weeks in advance before leaving country, they couldn’t even accommodate that. Refund immediately or I will have to share my other negative experiences with you guys here. order 183605
8. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Daniel,
We’re very sorry for the delay and the poor experience you’ve had.
Due to recent tariff laws imposed by the US, some orders shipping to the US have unfortunately been held or refused, leaving them in limbo. We understand how frustrating this is and sincerely apologise.
Our team is working tirelessly to inform all US customers, process refunds promptly, and find a long-term solution so we can continue serving our US community without disruption.
Please contact us at support@no-vu.com with your order number so we can prioritise resolving this for you.
Best regards,
NÓVU Team
Absolutely shocking
Absolutely shocking, paid for next day delivery and it took them over 3 weeks to deliver my items which they clearly didn't have in stock before selling them... Due to the delay they were delivered whilst I was out the country. I then returned, sent them straight back paying for my own postage signed for to make sure they received them, to then me having to chase multiple times and then them saying that they won't issue a refund and only a credit note.... SHOCKING as I returned them within the returns window and also had the email confirmation and postage date I sent back
I have spend thousands literally thousands with this brand and referred numerous friends which is shocking how they even treat customers especially after taking over 3 weeks to deliver ha
Back office / operations and delivery / returns policy is an absolute shambles
8. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Anthony,
Thank you for your feedback. We’d like to clarify the timeline of your order, as some of the details in your review aren’t accurate.
Your order was placed on July 25th from our new collection, with free standard shipping selected (standard shipping).
As stated clearly online, this collection was scheduled to ship from July 29th. Your order was shipped on July 31st and delivered on August 6th - well within the expected timeframe and not three weeks as mentioned.
The items were returned to us on August 21st, which unfortunately falls outside of our returns policy window. Despite this, we offered you the option of an exchange or a store voucher for the full value, rather than sending the items back to you.
We also want to note that we make every effort to be transparent with customers by clearly displaying shipping timeframes above the Add to Cart button prior to purchase. This ensures expectations are set before placing an order.
Best regards,
NOVU team
Worst company I’ve ever dealt with…
Worst company I’ve ever dealt with …completely useless.
Been waiting over 8 weeks for clothes nothing has arrived. Been back & forth with emails trying to get a refund and they won’t process it.
The worst costumer service I’ve ever experienced. Highly recommend avoiding this brand!!
28. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Peter,
We’re really sorry for the frustration here. Unfortunately, the original parcel was lost in transit by the courier, and as soon as this was confirmed we promptly dispatched a replacement order.
As you’re based in Australia, international deliveries can take longer due to transit and customs processing, but we appreciate this delay has been disappointing.
We’ve checked the tracking and can confirm your replacement order has now arrived at your local pickup point and is ready for collection.
Thank you for your continued support of the brand over the years, it means a lot. If you need any further assistance, please reach out to us at support@no-vu.com and we’ll be happy to help.
Best regards,
NOVU team
Exceptional Customer Service, the BEST of the BEST
I had the pleasure of dealing with Jim from NÓVU’s customer support, and the experience was outstanding. He was professional, understanding, and really went the extra mile to help me. His clear and kind communication stood out and made me feel valued as a customer.
It’s rare to find support this dedicated, and it gives me full confidence in recommending NÓVU a great brand that truly cares, I highly recommend!
6. syyskuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi David,
Thank you so much for your kind words. We’re delighted to hear Jim was able to help and that you felt supported. Your recommendation means a lot to us!
Best wishes,
NÓVU team
What a let down
Twice now I have ordered from this company and twice I have been let down. First order I paid nearly £10 for next day delivery and it was even shipped until a week later. The response from customer service took about 3 days to reply to me and I was told “they were. It’s with new drops”. The long sleeve linen shirts arrived eventually and was about as good as a £4 primark shirts but for £90! These were returned.
Second order, I bought two sizes of the Oxford pleated trousers as I wasn’t sure on the size and both pairs arrived with threads hanging out on every single stitch! And black marks all over them! And for a pair of white pants there was no saving these!
These were returned 3 weeks ago and I haven’t had anything as such as an email confirmation let alone a refund!
Not to mention they charge you £5 for a QR code to return your items.
Absolutely appalling. The company has clearly put a lot of money into social media marketing but fails to get the basics of a good clothing brand right. I would not recommend this company at all. What a let down
13. elokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä NÓVU
Hi Joe,
Thank you for taking the time to share your feedback, and we’re sorry to hear about your experience. We’d like to clarify a few points while also taking your concerns on board.
Your first order was placed from our new SS25 collection, which had clearly stated shipping dates above the “Add to Cart” button so customers could see the expected dispatch timeframe before ordering. We understand this may have been missed and apologise for any confusion.
Our new linen pieces have been one of our best-sellers globally, receiving very positive feedback from many customers and selling out quickly. That said, we appreciate that they weren’t right for you, and your perspective is important to us as we continue to develop.
Regarding your return: we are sorry to hear you’ve not received confirmation. Please contact our customer care team support@no-vu.com directly with your order number so we can resolve this promptly.
On the subject of return labels, we understand this can be frustrating. In today’s retail landscape, even the largest online retailers now charge for returns due to the high costs and environmental impact of free returns. We are actively working on solutions that would allow us to cover the cost of returns more sustainably, balancing the needs of our customers with the realities of running a responsible business. Our goal is to find a model that makes the process fairer for customers while reducing unnecessary environmental impact.
We regret that your experience has not met expectations, but we truly value your feedback as it helps us improve.
Best regards
NOVU team
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