FAQ'S
Online Orders
Once you reach the checkout page, you can add any promotional codes or coupons in the promotional code field.
Please check that the item in your cart is eligible for a discount by checking our Promotional T&C’s. If a promotional code which you are using is invalid, a discount will not be added to your order. If you believe there is an error, please reach out to our customer service team who can assist you further.
If you have already submitted an order and the discount did not work, you can reach out to our customer service team who can assist you to partially refund the difference.
We accept a variety of payment methods including Visa & Mastercard debit/credit cards, PayPal and Instant Checkout. We offer a buy now, pay later service via Afterpay. Please note that we do not accept American Express or bank deposit or over the phone payments.
It can take up to 30 minutes for an order confirmation email to reach your inbox. Please check your junk or spam folders as for some customers it may be there. If you don’t receive a confirmation email after 30 minutes, please reach out to our customer service team.
If you have made a mistake on your order including email address, postal address, style, colour or size, please reach out to our customer service team as they may be able to modify your order. However, if your order has already been processed in our warehouse, the team will be unable to make any changes.
If you need to cancel your order, you can reach out to our customer service team to see if this is possible. If the order has reached our warehouse and has been already packed, we may not be able to make any changes or cancellations.
Unfortunately, there are times when we cannot fulfil an order which results in the order being cancelled. It may have been found that the item did not meet our quality standards. We apologize for any inconveniences caused.
Unfortunately, we cannot add any additional items once your order has been submitted.
We aim to ship out all orders within 24 hours of being placed, excluding weekends. Please note that orders will not be shipped on public holidays.
For security reasons, we cannot accept payment or take orders over the phone.
Delivery
Novo offers free standard shipping to New Zealand customers when the order exceeds $89.90. Our standard shipping rate is $9.90.
We aim to ship all orders within 24-48 hours. Please note that we do not ship any orders on Victorian public holidays or on weekends. For standard shipping, you can expect your order to arrive in 3-9 business days and longer for regional areas. Please note that these are estimates only and Novo cannot guarantee exact delivery dates. For rural areas, longer delivery times can be expected for all services.
If you think you’ve made a mistake on your shipping address, please contact the customer service team as if your order has not been shipped, we may be able to amend it. If you order has already been shipped, you can re-route your parcel inside your Australia Post tracking link. Go to Get help > Collection and delivery options > Redirect parcel or change address.
For New Zealand orders we use NZ post for orders shipped within New Zealand. For orders shipped from Melbourne, Australia, we use SEKO.
Whilst a large majority of our orders are shipped from our warehouse in Melbourne, we do also ship a portion of orders from stores within New Zealand.
If you’ve received tracking details for your order, but it has not yet left our warehouse, the tracking information may say “pending”. This means that the parcel has not yet been scanned by the courier, but it is packed and ready to leave the warehouse.
There are times when we may ship your order from two separate locations, including from our warehouse or from a store. In this instance you may receive more than one tracking number.
We do not require a signature on delivery, so if it is safe to do so, your parcel may be left somewhere on the property.
Unless otherwise specified, the courier will look for a safe area to leave your parcel if you are not home. If there is no safe area to leave your parcel, it will be taken to the nearest post office or collection point. A collection information card will be left on the property or in your mailbox.
Yes, we do. Please specify this at the checkout page when entering your shipping address.
Unfortunately, once your order leaves our warehouse, we have no control over how or when our delivery partners choose to deliver your parcel. From time to time, our delivery partners may experience a higher volume in parcels in their network or service disruptions which can cause delays.
If there is an incorrect address on your parcel and our delivery partner cannot deliver it, they will redirect it back to our warehouse. Once it arrives at our warehouse, you will be contacted by our customer service team to verify your shipping address. If you see that your parcel is being returned to us before we contact you, you can always reach out to us, and we can assist you.
If your parcel was left on the property by our delivery partner but you cannot find it, please contact us so we can get more information about where it was left. If you believe your parcel may have been stolen, please lodge a report with your local police and contact us so that we can lodge an investigation with the delivery service provider.
On rare occasions, our delivery partner may lose a parcel in their network. In this instance, we are happy to reship or refund your entire order.
Returns
No, not all online orders can be returned in store. Some product categories are excluded from in store returns, such as Sale, 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.
Novo Online Returns
Shop 332
Glenfield Mall
Corner Glenfield Road & Downing Street
Glenfield
AUCKLAND 0629
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 us.
Please choose carefully as the following items cannot be returned: hair accessories, tights & jewelry including earrings.
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, please contact our customer service team so that they can investigate this.
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.
Click & Collect
Once you have selected your style, colour and size, you can check if the item is available for Click & Collect by using the “Find Available Stores” function on the product page. Enter your suburb or postcode to see which surrounding stores have the item in stock for Click & Collect.
A Click & Parcel Collect means that the product is not in stock at the selected store, so it has been shipped from our warehouse to the store location. Click & Parcel Collect orders can take up to 10 business days to reach the pick-up location.
If the item you ordered is in stock at your preferred store, it should be ready for pick-up within 2 hours. For orders which are placed where the item is not in stock, it can take up to 10 business days to the stock to arrive from our warehouse in Melbourne.
From time to time, we may not be able to fulfil your order within the 2-hour time frame, please contact the store directly to find out more information about this. All store details can be found on the Store Locator page here.
If you choose to cancel your Click & Collect order, you can do so by contacting the store directly or reaching out to our customer service team. Please visit our Store Locator page here to find further information on our stores.
For Click & Collect orders, we do not offer refunds for change of mind. If you are unsure about your purchase, please try on the shoes in the store at the time of collection and the team can cancel your order if the fit isn’t right. You are still welcome to exchange or receive a credit note if you change your mind after the order has been collected.
Novo Rewards Program
When you sign up to our rewards program, you’ll receive a $10 welcome voucher. If you provide your birth date, you’ll receive a $20 voucher for your birthday every year! For every 100 points accumulated, you’ll receive a $10 voucher to use on your next purchase. Not to mention, it’s the best way to stay up to date with all the latest new arrivals and trends as well as exclusive sales and offers.
It’s free to sign up! You can become a Novo Rewards member by signing up here or in store.
Once you’ve logged into your account, go to Newsletter Subscriptions to change your preferences.
If you are experiencing issues logging into your account, please request a password reset by selecting “Forgot Your Password?”. You’ll receive an email with prompts to reset your password. If it is the first time logging in, please ensure you have activated your account by following the prompts which were emailed to you. Check your junk emails if you did not see anything come through.
If you signed up in store, you may not have been required to provide your birthday. You can add your birthday to your account, by going to Account > Account Information > Edit Account Information. If your birthday was provided but you didn’t receive a voucher, please contact the customer service team.
Once logged into your account, go to Account > Loyalty Program to view your vouchers and points balance. These vouchers can be used both in store and online.
It can take 24-48 hours for a loyalty voucher to be ready to use in your account after your last purchase.
Gift Cards
You can purchase a gift card from our website here, or at any of our store locations.
Our gift cards start at $50.00 and increase in $50.00 increments to $200.00.
Our gift cards are valid for 12 months from the purchase date.
Gift cards can be used at any of our stores, our friendly retail team are happy to assist you with this process. To use a physical gift card online, you can enter the details which are found on the back of the gift card into the “Redeem Gift Card” field at the checkout. If you have received a digital gift card, this can also be used online or in store by following the same process.
Unfortunately, we cannot assist with lost or stolen gift cards. Please keep gift cards safe and treat it as cash.
All refunds must be paid to the original tender method. If you purchase an item using a gift card, any refunds must be paid by issuing a new gift card.
General Information
Please check our careers page here for any vacancies and for more information on working with us.
If you would like to collaborate with us on social media, please send an enquiry to marketing@novogroup.com.au
If you would like to check a store for an item, please use the “Find Available Stores” feature. If you require further information or to reserve stock, we recommend contacting the store directly. All store details can be found on the Store Locator page here.
