Placed an order on 10 April, since the website states shipping within 4-7 business days. Order eventually shipped out one month later. However, it's currently 4 June and I still didn't receive the... Ver mais
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Veja o que dizem as avaliações
5* I've used Novu before and the items I pick usually hit first time. This time I ordered ALOT of items and although top quality, they didnt suit me. Being busy i forgot to send back and mis... Ver mais
Awful company Still waiting for refund 5 weeks later. This is a common complaint when you read reviews. Dont bother there are plenty of other clothes providers that act properly. Absolutely diabo... Ver mais
Jim from customer service has been nothing but helpful getting everything sorted for me. No complaints
Detalhes da empresa
Escrito pela empresa
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.
Informações de contato
Reino Unido
- support@no-vu.com
- novucollection.com
3,0
Bom
822 avaliações
Pede aos clientes que avaliem
Esta empresa convida seus clientes a deixarem avaliações, sejam elas positivas ou negativas
Respondeu a 51% das avaliações negativas
Normalmente responde dentro de 1 semana
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
ON GOING DISPUTE SINCE NOVEMBER! STILL NOT RESOLVED.
On going dispute with company and Klarna, regarding charge back.
Has been on going since 5th November with all proof of postage and returns.
Now recieved an email today stating they no longer use Klarna and cannot refund to original payment method.
Offering me a store credit and I haven’t paid anything? it’s done via Klarna 30days.
Just please everyone avoid this company they will not refund you if anything is wrong, and just try to fob you off.
Before you buy have a good look at the reviews
24 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Dear Michael,
Thank you for your feedback. We’d like to address your concerns and clarify the situation.
You used our returns portal and simultaneously opened a dispute with Klarna before we even received the returned goods. When a dispute is initiated, the matter is taken out of our hands, and we are unable to process any form of refund directly. The resolution and decision then lie solely with Klarna, and their process can take up to 120 days to reach a conclusion.
Our team reached out to you via email shortly after your return request to explain this process and provide clarification. We understand how frustrating this can be, but once a dispute is opened, we must adhere to Klarna’s resolution process.
We’re committed to helping resolve this as soon as possible, and we encourage you to continue working with Klarna on this matter. Should you have further questions, feel free to reach out to us at support@no-vu.com.
Best regards
Fraud company
I bought the product on 2nd December as a birthday gift for my boyfriend. The delivery time was 5 to 7 business days. The order did not arrive, and they replied to my email saying it was already at the post office, but I was never able to track the parcel because the tracking code was fake! I waited another 10 days, and still, the order didn’t arrive. I sent another email, and they replied saying the order had been returned but that they would resend it using a faster postal service, which usually takes a maximum of 3 working days within the UK. Another 10 days passed, and still nothing. I sent several emails, and they did not reply.
On 10th January, I sent an email saying that if it didn’t arrive by the end of the day, I would want a refund. They didn’t respond. I sent another email on 13th January once again requesting a refund, but once again, there was no response. I sent another email on 17th January, again requesting the refund, and they only replied on 22nd January, saying they would not issue a refund.
Today, it has been 53 days since the purchase, and it’s clear this company is a fraude!
2 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Dear Keyla,
We’re very sorry to hear about your experience and would like to clarify what happened while addressing your concerns.
Your order was placed during our Black Friday period, when it was clearly advertised that delivery times may be impacted due to high demand. Unfortunately, during this busy season, a small number of parcels went missing within the courier’s network. We sincerely apologise that your order was one of those affected.
As soon as we became aware of the issue, we sent out a replacement order using a faster postal service to ensure you received your items. According to tracking information, this replacement parcel has been successfully delivered.
We deeply regret the delays and lack of communication you experienced during this process and want to make things right. Please reach out to us directly at support@no-vu.com, and we will be happy to assist further.
We truly value your feedback, as it helps us improve our processes to provide better service in the future.
Best regards
Likely to not receive your full order.. no refund
Nice clothes, terribly run company. Ordered 3 items, 1/3 didn’t send (main item), did not bother to inform me would be the case, did not give me choice to cancel, let me pay for all 3+ delivery and then post delivery offered a gift card for value of item they did not actually have in stock? So now I have to purchase something I don’t want + delivery charges or lose my money. Blackmailing customers, nice ! Disagreed with this “solution” so they have not replied since. There way or high way.
Returning customer, seems from all their ratings this was only a matter of when not if
6 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Aidan,
Sorry to hear about your experience. We’d like to clarify that your order was placed using a gift card, and unfortunately, the Atelier Jacket was out of stock.
We sincerely apologise for the disappointment caused by this, as we know how important this item was to you. As a resolution, the value of the missing item was refunded to you on a new gift card.
Our customer support team has communicated this with you via email and provided details about the resolution. We understand this may not have been the outcome you were hoping for and apologise for any frustration caused.
If there’s anything further we can assist you with, please don’t hesitate to reach out again at support@no-vu.com. We remain committed to resolving any concerns.
Best regards
Ordered early December and still not…
Ordered early December and still not received my order which said 5-7 days, bought for a Xmas/ new years event. I have been emailing them but now they won’t respond. Last contact was 6th Jan when they said they would send out another item as tracking still not available. Very poor service and the products are not cheap for this type of service. Will use a different brand in the future - order #172058
21 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Nicholas,
We're sorry to see this review. Your order delivery failed to incorrect address details and was returned back to us. Please contact support@no-vu.com with your order number and address and we'll ensure your order is reshipped urgently at no further cost.
Best regards
Customer service is absolutely shocking…
Customer service is absolutely shocking they just don’t get back to you. I bought some pants just before Christmas ( took over two weeks to come) worn 3 times and they have gone all bobbly, emailed a week ago and still no reply.
13 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Andrew,
We’re sorry to hear about your concerns. To clarify, your order was placed during our Black Friday event, where we clearly stated that due to high order volumes during the festive period, processing times would be extended to 7–14 business days, with standard shipping times applying afterward. This information was displayed on our website prior to ordering.
Additionally, the tracking information confirms that your order was delivered within the advertised timeframe.
Regarding the item you purchased from our Signature Range, we want to reassure you that this collection has been a best-seller since 2020 due to its quality and design. Pilling, however, is a natural occurrence in woven fabrics caused by friction during wear. It does not reflect a defect in quality and can be easily removed using a fabric comb or sweater shaver.
We apologise for the delay in responding to your email. Our team has been managing a high volume of inquiries, but we will ensure your concern is addressed promptly.
Thank you for your understanding, and we appreciate your support.
Kind regards,
Awful service
I ordered some clothing on the 27th of December, no one has got back to me regarding my things, Royal Mail haven’t even got the parcel, I regularly order from this company and they treat the customers so poor, where is my order??
27 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Hi Jay,
Please reach out to support@no-vu.com with your order number and we will prioritise resolving this issue for you.
Thank you
Still waiting for the items I ordered…
Still waiting for the items I ordered on 4th December, support claim I’ve received when I evidently haven’t.
4 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Hi Jake,
According to the tracking information your order was delivered and signed for at your address back in December.
Please reach out to support@no-vu.com if you need any further assistance with this.
Best regards
I am not one to write a review but I…
I am not one to write a review but I have never experienced customer service quite like this! I have been speaking with Jim from the support team. He takes 5/6 days to reply to an email. I ordered some items on Black Friday and they have still not been shipped. Requested a refund due to the timescales and my request was declined due to a policy which is not stated on the website, nor can they give me evidence to back it up. I would avoid this company at all cost! The reviews on here clearly say alot about the company and clearly very poorly run! Save your money and go with a different brand
16 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Jack,
We're sorry to see your review. Unfortunately, we were unable to ship your order as 2 different addresses were used when placing the order - a UK address & UAE address.
Our team reached out to confirm which address you would like your order shipped to and you confirmed the UAE address, which requires additional shipping charges. We sent you a payment link for the extra shipping but unfortunately the invoice payment was never settled. We refunded your order instead.
If you need any further support, please reach out to support@no-vu.com.
Thanks
Avoid this company at all costs
Avoid this company at all costs
Have been waiting 2 weeks for them to deliver my parcel through Royal Mail. The tracking says waiting to receive parcel.
Novu have a support email which will just ignore you. Total disregard for the customer. Company should be binned.
3 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Jonathan,
We’re sorry to hear about your experience and would like to provide some clarity.
The items you ordered were clearly advertised online with processing times of 7–14 business days, which you could review prior to placing your order. Standard shipping times would then apply after the processing period.
Unfortunately, before we had the opportunity to ship your order, a chargeback was opened against it. As a result, we were unable to proceed with shipment. However, a full refund was promptly issued to your original payment method.
If you have further questions, please don’t hesitate to reach out to support@no-vu.com.
Best regards
Seems to be a common theme here around…
Seems to be a common theme here around the customer service being absolutely horrific. I can add to that. Avoid this company like the plague. The service is diabolical. There was nothing about end of the season items being non refundable (credit only) and now they won’t deal with my return. So I’m left with £400 worth of clothes I don’t want.
16 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Marc,
We’re sorry to hear about your experience, however we would like to clarify some points to ensure there is no misunderstanding.
We offer a clear and transparent return policy, which includes a full refund for items returned within 14 days of delivery. Additionally, we provide the option of store credit or exchange for greater flexibility. You are fully entitled to choose a refund if that is your preferred solution, and we’re happy to assist in processing this.
If there has been any miscommunication or delay, we sincerely apologise and encourage you to contact our customer support team at support@no-vu.com, so we can promptly resolve this for you.
Thank you for bringing this to our attention, and we hope to assist you further.
Best regards
NOVU SUCKS
I very horrible experience from this clothing brand that doesn't even have great quality for the price the offer.
It took 3 weeks to receive the order from England (probably China).
I decided to send back the order, had to pay $30 for a return after Overpaying for these products and was told i would Not get a refund but a store credit. What a scam! After going back and forth and complain about their service and that i would contact my bank they said ok we will refund you.Then 16 days later i asked where my refund is , No reply. Had to escalate to my bank and then got a reply by them that now the bank will take over the case.
NEVER EVER EVER AGAIN.
STAY AWAY FROM NOVU!
27 de novembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Dear Nikos,
We’re sorry to hear about your experience, but it’s important for us to address several points for accuracy and clarity:
Your order was placed during our Black Friday event, where our website clearly stated that orders may take 7–14 business days to process, with shipping times applying thereafter. As the order was shipped to the USA, extended transit times were expected. Your order was delivered within the advertised timeframe.
Our products are not manufactured in China. We take pride in producing all our garments in Europe, primarily in Portugal and Italy, with highly reputable factories. However, it’s worth noting that many world-renowned luxury brands work with skilled factories in China, reflecting their exceptional craftsmanship.
We offer a full refund for items returned within 14 days of delivery, as per our policy clearly outlined on our website. We also provide the option of exchange or store credit if these better suit the customer. Your comments on this matter may have been misleading, as our refund policy is both fair and transparent.
In this instance, we agreed to issue a refund after your concerns, but this process was complicated when a chargeback was filed for the full order value, despite two of the four items being retained by you and not returned. This required us to provide evidence to your bank, delaying the resolution timeline.
We appreciate all feedback as it helps us grow, and we hope this provides clarity on the situation. Our commitment remains to deliver high-quality craftsmanship and excellent service.
Best regards,
DO NOT ORDER
Do not bother wasting your money with these guys. Ordered on black Friday, and took over 4 weeks for my order to arrive, passing the Christmas deadline. They turned up and, for the price you pay, the quality was awful.
Asked to return for a refund and was denied, stating they will only give out store credit due to them being in the sale which was not stated on the returns information on the items description.
Then charged an extra £3.99 for a return label which I did not even have and they've now stopped answering my emails.
Poor service, and not happy at all.
15 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Dear Maddy,
We’re sorry to hear about your experience and would like to provide some clarity regarding the points you’ve raised:
Your order was placed during our Black Friday event, a period with high demand. Despite this, your order was dispatched on December 10, 2024.
Tracking information shows there was an issue at the Royal Mail hub, which regrettably caused some delays outside our control. However, the parcel was still delivered within the advertised timeframe outlined on our website.
To accommodate the holiday season, we extended our returns policy to allow items to be returned by January 8, 2025. Unfortunately, your return was not posted until January 15, 2025, which is significantly beyond both the standard and extended return windows.
We aim to provide a seamless return experience through our “drop and go” system, which includes the option to purchase a return label for £3.99. This approach is designed to streamline the process, similar to practices followed by other major retailers like Zara. We understand this may not have met your expectations, but it is clearly outlined in our returns policy.
We regret that your experience did not meet your satisfaction, but we hope this explanation provides clarity. Our goal remains to deliver high-quality products and exceptional service, and we appreciate your feedback as it helps us improve.
If you have any further concerns or questions, please reach out to our customer service team at support@no-vu.com
Best regards
Don't bother ordering
Amazing quality,but service has gone terrible.It really needs a different team because this team is super lazy and probably not wanna work.Like how hard is to reply to an email?over one month waiting for an order and they stopped replying to me. order number Order #170997
10 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Hi Apostolos,
Thank you for your feedback, and please accept our sincere apologies for the issues you’ve encountered with your recent order.
We truly value you as a longstanding customer and appreciate your loyalty to the brand. It’s disappointing to hear that our service has not met your expectations this time, and we are committed to resolving this matter promptly.
To address your concerns, please reach out to us directly at support@no-vu.com with your order details. Our team will prioritise your query and ensure this is resolved as quickly as possible.
Thank you for bringing this to our attention, and we look forward to making things right for you.
Best regards
SCAM! Terrible experience with Novu
Terrible experience with Novu! They took my money and never replied to any of my messages. Thankfully, American Express helped me get my money back. Worst service ever, feels like a scam company. Avoid at all costs!
14 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi David,
We’re sorry to hear about your experience and appreciate you sharing your feedback.
We want to assure you that we are not a scam company. NOVU has been a trusted brand since 2017, with over 100,000 happy repeat customers worldwide.
We have a dedicated customer support team operating around the clock to ensure all inquiries are answered without fail. If you did not receive a response, it’s possible that your inquiry did not reach our mailbox, and we sincerely apologise for any inconvenience this may have caused.
To resolve any outstanding issues, please contact us directly at support@no-vu.com, and our team will prioritise your case to ensure it is promptly addressed.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Best regards
Over 6 weeks and still nothing. Avoid!!
Ordered from them in early December and still not received my order. I am going to request a refund but don’t hold much hope in receiving my money back. Feels like a scam and no-one should order from them.
4 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Andrew,
We understand your frustration regarding the delay with your order during such a busy period, and we sincerely apologise for any inconvenience caused. We want to assure you that we are not a scam company and are committed to resolving this issue for you as quickly as possible.
Please reach out to our team at support@no-vu.com with your order details, and we will prioritise your query to ensure this is resolved promptly.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Best regards
Absolutely appalling ordered clothing…
Absolutely appalling ordered clothing over 1 month ago 3-5 days delivery and nothing has arrived , emailed 5 times explaining this and there answer is that they will look into it , and they won’t give me a refund .
6 de dezembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Hi,
We're sorry to hear you're experiecing issues with your delivery reaching you. Please email support@no-vu.com and we'll do our upmost to resolve any issues.
Thank you
AVOID AT ALL COSTS
This is by far the worst company I have ever dealt with. I purchased items from them in November and I am still waiting for my refund. The items were returned within the 14-day window, and I even used tracked shipping. I have provided the tracking number and evidence from Royal Mail confirming the items were received by them on November 25, 2024.
I have been in communication with someone named Jim, who continues to send generic responses stating they will “check with the warehouse” to confirm the items were returned, despite my clear documentary evidence showing they were returned on November 25.
The level of customer service is shocking. I have been waiting well over six weeks for a refund, and I am now seeking legal advice and will be escalating this to the Ombudsman and any other legal means necessary.
25 de novembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Michael,
Thank you for bringing this to our attention, and we’re truly sorry for the frustration and inconvenience you’ve experienced.
After reviewing our records, we currently have no confirmation of your return being delivered back to us. We completely understand how concerning this is and want to assure you that we’re here to resolve this matter as quickly as possible.
To help us investigate further, please email us at returns@no-vu.com with your order number and the tracking details you’ve mentioned. We will prioritise your case and ensure it is resolved promptly.
We appreciate your patience and hope to make things right for you.
Best regards
Poor from you.
Loved Novu clothing but I’ve been let down a few times with deliveries now.
Ordered a tracksuit on the 29th November… I fully am aware of the 7-14 day shipping. However it’s now the 3rd of January. I believe they’ve used fake tracking numbers through Royal Mail and are now blaming them. Ive ordered a lot of bits in the run up to Christmas that have come through Royal Mail and had no issues . So this is unacceptable.
I will not be using them again. Please be aware.
3 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi there,
We’re truly sorry to hear that you’ve been let down and want to apologise for the inconvenience caused.
We’re grateful for your loyalty and love for NOVU over the years, and it’s disappointing to hear that this experience has fallen short of expectations.
During the busy holiday period, we shipped out thousands of orders, but unfortunately, a small number of parcels experienced tracking malfunctions with Royal Mail, which led to delays. We completely understand how frustrating this must have been, especially during the holiday season.
Please reach out to us directly at support@no-vu.com with your order details, and our team will prioritise resolving this issue for you. We truly appreciate your support over the years and hope to have the opportunity to make this right.
Best regards
I only later looked at your worst…
I only later looked at your worst reviews and low score on Trustpilot. Very foolish of me. Please refund my money.
Made a order at 30nov! We are now at 3th January. Still got nothing, only vey often a automatically email response back .
30 de novembro de 2024
Avaliação não solicitada
Resposta da NÓVU
Hi,
We're sorry to see your review. Please reach out to support@no-vu.com and our team will be on hand to assist.
Thank you
Avoid
Read all return small print before ordering from this company. It’s archaic. Deductions they hold over you are pretty extensive. Company allowed an out of stock order to go through with no e mails to notify me. The out of stock item was the basis of me buying 2 further items. Feel scammed into making an order as only really wanted the item that I didn’t receive. Refund is exchange or Novu voucher not monetary. You’ll pay delivery and return costs and not even receive what you order. Good clothes - very poor company
ONE MONTH ON AND STILL NO REFUND! Avoid this company
2 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Dear Sara,
We’re sorry to hear about your experience, but we’d like to clarify some points that may be misleading.
Firstly, we currently have no record of an order under your name. We kindly ask you to contact us at support@no-vu.com with your order details so we can promptly investigate and resolve any concerns.
In terms of our policies, we always offer a full refund for items returned within 14 days of delivery. As an additional option, we provide the flexibility of exchanges, store credit, or gift cards, similar to many other retailers. These options are in place to accommodate various customer preferences.
We sincerely apologise if the item you initially wanted was out of stock. We understand how disappointing this can be, and we’re working to improve our communication and inventory systems to minimise such occurrences.
We encourage you to reach out so we can assist you further and ensure your concerns are addressed.
Best regards
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