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.
Incredible service from Nóvu
Incredible service from Nóvu. Ordered early afternoon and turned up the NEXT DAY!!!
Saved my holiday and plus the quality of the products are 10/10. Thanks guys.
6 de janeiro de 2026
Avaliação não solicitada
Needed to exchange an item
Needed to exchange an item, was very easy and quick on their support help email. Love the clothes, great quality, will shop again soon, thank you
5 de janeiro de 2026
Avaliação não solicitada
The quality of the clothing is some of…
The quality of the clothing is some of the best I’ve experienced and the customer care from Novu team is first class.
29 de dezembro de 2025
Avaliação não solicitada
Best quality clothes around
Best quality clothes around - perfect for all holiday clothes and have religiously brought new season items form Novu for year
3 de janeiro de 2026
Avaliação não solicitada
Review
Jim was very helpful and incredibly responsive, resolving my issues in a timely manner. Thank you.
27 de dezembro de 2025
Avaliação não solicitada
Issue resolved without hesitation
So I made an order, and quickly realised I’d ordered the wrong size, I emailed after I realised and Jim who was the recipient of my issue, amended the order without question. The jacket has come just in time for Christmas and I couldn’t be happier. Great customer service & even better quality.
20 de dezembro de 2025
Avaliação não solicitada
Extremely Disappointing Experience – Poor Quality & Non-Existent Customer Service
Where do I even begin.
It took three weeks for my order to be processed before it even left the warehouse. Ironically, once shipped, it arrived in Dubai within three days thanks to FedEx’s excellent service — the only positive part of this entire experience.
Upon opening the package, I was genuinely shocked by the poor quality of the items. Online, the clothing looks premium, well-made, and beautifully photographed. In reality, the quality is comparable to Shein-level fast fashion, but at a hugely inflated price point.
To make matters worse:
One pair of trousers arrived dirty
One Oxford shirt arrived with the label hanging off
Overall finishing and fabric quality were extremely disappointing
I immediately attempted to process a full return, only to be told that trousers and shirts are non-returnable under their store policy. Conveniently, when you try to review this policy, the returns policy page leads to a 404 error. Very convenient indeed.
For clarity: none of the items were tried on. The decision to return was made purely upon opening the packaging and inspecting the quality.
Customer service is advertised as “Speedy – Your needs are our priority”, yet:
There is no phone number
Only an online chat, which receives no response at all
On top of all this, I was hit with over £130 in customs charges for importing clothing that is frankly not worth a fraction of the total cost paid.
I will now attempt to obtain a full refund back to my card. If this is unsuccessful, I will proceed with a formal payment dispute and chargeback through my credit card provider.
This has been a deeply frustrating and disappointing experience. Based on quality, transparency, and customer support, I would strongly advise others to think twice before ordering.
21 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Sorry to see your review, Kyle.
We value all feedback; however, after conducting a thorough review of your order and support history, we feel it’s important to clarify several inaccuracies and misrepresentations in your comments.
Our records show that our customer support team was in consistent, two-way communication with you, providing detailed responses within under 24 hours on each occasion. We also sent multiple proactive follow-up emails updating you on your order status through to delivery, several of which did not receive a response.
Your order was placed during our Black Friday period, during which we were fully transparent that processing and dispatch times would be slightly extended. This information was clearly stated on the product pages and again at checkout. Despite this high-volume period, your order was delivered to Dubai within the advertised timeframe.
Tracking also shows that multiple delivery attempts were made without a response, which contributed to the overall delivery timeline.
Returns process: Contrary to your statement, our team advised that we were able to assist with a full return process to ensure a refund. This was communicated directly and did not receive a response. Our returns policy is publicly available and actively used by customers daily.
We welcome all feedback and acknowledge that our designs may not be to everyone’s personal preference. That said, the items mentioned have been among our best-selling styles since 2021, with a return rate of just 6%, which is significantly below the industry average. These pieces are worn and repurchased by thousands of customers, often in multiple colours after receiving their first order.
Customs Fees: Import duties and customs fees are set by the destination country and are outside of our control. These charges are not collected or retained by our business.
In summary, we do not feel this review is a true representation of the experience provided. Our support team was responsive and actively assisting throughout and not “non-existent” as claimed. Your order was delivered within the timeframes clearly outlined online during our Black Friday period.
Should you wish to discuss this further or require any additional assistance, you’re welcome to contact our team directly at support@no-vu.com
NÓVU Team
Customer service is second to none
Customer service is second to none - after expressing I was going away on holiday and didn’t think my items would get to me in time, Jim personally shipped my order after hours to ensure I received them, never experienced this with any other business. Garments match the service, top quality, style and fit is perfect. Will continue to support this business and I wish them all the success in the future.
18 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Luke,
Thank you for the incredible feedback, we really appreciate it. We’re glad Jim could help make sure everything arrived in time, and it’s great to hear you’re happy with the quality, fit, and style.
Thanks again for your support.
Wishing you all the best for the holidays and the new year!
NÓVU Team
Brilliant customer Service
I ordered a jacket for my partner but was worried it wasn’t going to come in time for Christmas. I expressed my concerns to the team and I received a very prompt message alleviating my concerns and reassuring me that they will send this over first class so I receive it in time. Brilliant customer service. Can’t wait to receive my order. Will be ordering more pieces soon! Special thanks to Jim. :)
18 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Angharad,
Thank you for the lovely feedback, we’re so glad we could help put your mind at ease. We’ll be sure to pass your kind words on to Jim.
We hope your partner loves the jacket, and we look forward to welcoming you back soon.
Wishing you all the best for the holidays and the new year!
NÓVU Team
Feedback on order
I had some issues with my order which was dealt with by Jim who was very helpful. I ended up cancelling my order out of frustration and being impatient and then having a change of heart when all the time Jim stayed calm, professional and helpful and fulfilled my requests.
Jim was always responsive an happy to find a solution. I will always go back to Novu.
Thanks Jim.
16 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Mark,
Thank you for taking the time to share this, we’re really glad Jim was able to support you and get everything resolved. We’ll be sure to pass on your kind words to him.
We truly appreciate your patience and your continued support.
Wishing you all the best for the holidays and the new year!
NÓVU Team
Great products and excellent service
Made a second purchase on Novu during the Black Friday Sale after buying some shorts in the summer.
The experience was pretty seamless, purchased a few items including a mix of sizes and colours to try on and check at home. They came as described, good communication and pretty prompt delivery.
I needed to send 1 item back, this was the weakest part of the transaction as the website made the return complicated with what appeared like the only option was for Store Credit. And after retunring the item a few days later i received an email confirming the return had been received back and a store Credit had been created.
I emailed the Customer service dept to request this changing to a Refund to my Credit Card as the original method of payment. And to be fair within a couple of days they responded and this has now been actioned. I was expecting a battle over this but was straight forward in the end. (as it should have been)
The only complaint is the initial return online as this didn't appear to offer options for method of return processing...
Other than that items are good, so happy....
15 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Tim,
Thanks for the great feedback and for shopping with us again, we really appreciate it.
We’re glad you’re happy with the items and service, and thank you for flagging the returns experience. We’re working on making this clearer and easier. Happy we could resolve the refund quickly for you.
Wishing you all the best for the holidays.
NÓVU Team
Incredible customer service
Incredible customer service, with quick response times and more than reasonable solutions.
15 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Will,
Thank you for the kind words, we really appreciate it. Glad we could help and get things sorted quickly.
Wishing you all the best for the holidays and the new year!
NÓVU team
Brilliant and polite communication…
Brilliant and polite communication throughout. Huge shout out to Jim on the customer service support team. The quality of the products is very luxe, will order again.
15 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Cat,
Thank you for the positive review! We're pleased to hear that your experience was a smooth one and that Jim from customer support was helpful in getting your queries resolved, and more so that you love our products.
We look forward to welcoming you agains soon! If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
I was novu’s first ever customer in…
I was novu’s first ever customer in 2017 and I’ve never looked back since! The quality of the clothing is exceptional and I’ve been with the brand ever since!!
12 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Harry,
Wow! Thank you for the great review. We absolutely love to hear that you have been with us since day 1, that really means everything to us.
Thank you so much for your continued support over the years. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great quality of clothing and great…
Great quality of clothing and great customer service. Highly recommend
12 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Ben,
Thank you for the great review, We're pleased to hear you think the quality of our clothes are great and that customer support were helpful.
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great quality clothing!
Ordered some clothes for my partner, fantastic quality clothes that I can tell will last for a long time! Great customer service, and clothes arrived as per the delivery time set out on the website!
Will definitely be ordering more in the future ☺️
12 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Emily,
Thanks for the wonderful review. Great to hear that you chose NÓVU for gifting your partner this year, we hope that they love the pieces you picked up!
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Not only are the clothes and website…
Not only are the clothes and website fantastic - Jim in customer service gives me the upmost confidence and trust to continue shopping at Novu
12 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Bradley,
Thank you for the positive review. We're pleased to hear that you love the clothes & our website, and more so that Jim in customer support was helpful.
We look forward to welcoming you agains soon. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
happy customer
I had made a mistake on my order from Novu collection and novu could have dismissed this as this was my fault. However the customer service team were quick to amend my mistake. Been a customer with novu since 2019 and the quality and style of clothing is always impeccable. Always a happy customer
12 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Fraser,
Thank you for the superb review. We're pleased to hear that your query was resolved quickly, and even more so to hear you've been with us since 2019!
Thank you so much for your continued support and confidence in us over the years.
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great Customer Support
Jim was exceptionally helpful! Tracking order issue was resolved within a day!
4 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Poppy,
Thank you for the positive review. Great to hear that Jim in customer support was helpful in getting your queries resolved!
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
If i could leave this company 0 stars I…
If i could leave this company 0 stars I would. Their customer service is non existent, they take forever to refund any returns and don't reply to emails and I had to put in a dispute with my credit card which then they magically replied... They take weeks to dispatch items, no communication or anything. PLEASE stay away from this company they are more hassle than what they are worth and there are way nicer clothing brands that actually respect and value their customers!
3 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Jennifer,
We’re genuinely sorry to read your review and to hear that you feel let down by your experience, that’s never what we want for any customer.
We do, however, want to clarify a few points, as we believe some details may be untrue or unintentionally misleading.
From our records, our customer support team was in regular communication with you and responded to each of your messages in a timely manner. As confirmed in our email exchanges, we had received your return and your refund was already being processed. We also explained that banks can take up to 14 days for the funds to appear back in your account once a refund is issued.
On day 10 of that window, a chargeback was lodged on your side. Once that happens, the refund process is automatically taken out of our hands and transferred to the bank’s dispute process, something that can take up to 75 days to resolve, and something we cannot fast-track or override.
Before the chargeback was submitted, we were actively resolving your enquiry and your refund was already underway.
We always aim to provide clear communication and a smooth experience, and we’re sorry that this situation became more complicated than it needed to be. If there is anything further we can help with, or if you’d like us to provide documentation of the timelines for clarity, we’re more than happy to assist.
Thank you,
NOVU Team
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