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.
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 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.
