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.
Ordered several pieces from Novu and…
Ordered several pieces from Novu and never disappointed , great quality and excellent customer service .
2 de dezembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Ben,
Thank you for the great review! We're pleased to hear that you've enjoyed your experience with us and that you've ordered several pieces.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Happy with my support experience on this occasion.
Dealt with Jim via email and he was responsive and quick to resolve my issue after one of my items arrived defective. Have spoken to customer service in the past and comms were slow but if you get Jim, he will certainly help to get a speedy resolution.
28 de novembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Will,
Thank you for the great review! We're pleased to hear that Jim helped you get any issues resolved quickly.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Bought a jumper and hoodie in black…
Bought a jumper and hoodie in black Friday sale both so comfortable the fit is perfect and the quality is top.
30 de novembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey David,
Thank you for the fantastic review. Great to hear that you love the items you bought from our Black Friday sale!
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Amazing customer service
First of all the quality of the brand is absolutely unreal! Latest purchase there was a slight issue with the item, myself reached put to the Novu team and the response was quick and exactly what I expect from this amazing brand! The staff was very apologetic and polite. Very happy with the outcome and again, thanks everyone at Novu!!
28 de novembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Ash,
Thank you for the wonderful review! We're very pleased to hear that your overall experience was a good one and that our customer support team were quick to handle any issues you had.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Excellent quality and customer service.
25 de novembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Rowan,
Thanks for the great review! We're pleased to hear that you think our quality is excellent and our support team were helpful.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
The Novu team was extremely helpful…
The Novu team was extremely helpful when returning my item - the clothes are quality too 👍
25 de novembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Toby,
Thanks for the great review! We're pleased to hear that your return process was smooth, and even better to hear that you approve of our collections!
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
sh*** company
Worst company on earth, avoid it in all cost. Placed an order almost 3 months ago.. yet didn’t receive anything.
13 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Amr,
Sorry to hear you feel this way.
Just to clarify what’s been happening on our side: your recent orders have been automatically flagged and cancelled by our fraud system as “high risk”. Your previous orders were all delivered without issue, however each of those orders were later disputed on your side via a chargeback, where the funds were reversed after the goods had been received.
Because of that history, any new orders placed are now automatically flagged by our system and cancelled for security reasons. We’ve already been in touch via email to explain this and to confirm that no payment has been taken for these cancelled orders.
If you need us to resend any of that information, we’re happy to do so.
Best regards,
NÓVU team
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 de novembro de 2025
Avaliação não solicitada
Resposta da 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 de novembro de 2025
Avaliação não solicitada
Resposta da 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 de novembro de 2025
Avaliação não solicitada
Resposta da 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 de outubro de 2025
Avaliação não solicitada
Resposta da 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 de outubro de 2025
Avaliação não solicitada
Resposta da 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 de setembro de 2025
Avaliação não solicitada
Resposta da 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 de abril de 2025
Avaliação não solicitada
Resposta da 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 de outubro de 2025
Avaliação não solicitada
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 de setembro de 2025
Avaliação não solicitada
Resposta da 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 de setembro de 2025
Avaliação não solicitada
Resposta da 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 de julho de 2025
Avaliação não solicitada
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 de setembro de 2025
Avaliação não solicitada
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