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.
SCAMMERS
SCAMMERS ! It’s been 2 months since i’ve sent my trousers back for a size exchange and nothing..all i get from them after sending multiple emails is” we’ve got your email and we’re on it”. Ghost clothing company, don’t order from them.
15 de setembro de 2025
Avaliação não solicitada
Ongoing issue
I ordered a large pleat shirt and shorts (pistache) order no. 180990, totalling £144 which, when they arrived, were too large. I then arranged an exchange (at a cost of approx £5 for a returns label) for a medium size. When they arrived they too were also far too big and I wasn’t happy with the way the shirt hung either. The exchange arrived on 16 August and on 20th I emailed requesting another returns label and refund as I just wasn’t happy with the items. I have heard absolutely nothing from Novu apart from automated emails assuring me they will return to me within 48 hours to resolve my issue. I have repeatedly chased and am still, frustratingly, awaiting a response. There is no Complaints Dept details listed online to refer this matter to and when trying the contact number it’s a Klarna helpline (I didn’t pay via Klarna). The issue I have is that this matter has been ongoing for in excess of the 14 days returns deadline despite my contacting Novu just 4 days after receipt of my exchange. If someone could please deal with this issue it would be appreciated!
16 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi James,
Thank you for taking the time to share your feedback.
While we always welcome both positive and negative comments, we are disappointed by your review as much of the information provided is inaccurate and potentially misleading.
To clarify:
We received your first email on 29 July regarding the status of your order, and our customer support team responded the same day, confirming that your order had been processed for shipping.
The second and only other email we have received from you was sent today, and again, our team responded the same day.
We have not received any other emails from you regarding this order. All correspondence should be directed to our official support address: support@no-vu.com
We are committed to providing timely assistance to all of our customers and always respond promptly to emails received. If you believe your other messages were sent, we kindly ask you to double-check that they were sent to the correct address above.
We hope this clears up any misunderstanding, and we remain happy to assist you further via our support channel.
Best regards,
NOVU team
Takes forever to ship a product - terrible customer service
Takes forever to ship a product, it’s been 9 days in limbo now, asked for refund due to not being able to receive the package if it shipped, still have not gotten confirmation. Ordered 3 weeks in advance before leaving country, they couldn’t even accommodate that. Refund immediately or I will have to share my other negative experiences with you guys here. order 183605
8 de setembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Daniel,
We’re very sorry for the delay and the poor experience you’ve had.
Due to recent tariff laws imposed by the US, some orders shipping to the US have unfortunately been held or refused, leaving them in limbo. We understand how frustrating this is and sincerely apologise.
Our team is working tirelessly to inform all US customers, process refunds promptly, and find a long-term solution so we can continue serving our US community without disruption.
Please contact us at support@no-vu.com with your order number so we can prioritise resolving this for you.
Best regards,
NÓVU Team
Absolutely shocking
Absolutely shocking, paid for next day delivery and it took them over 3 weeks to deliver my items which they clearly didn't have in stock before selling them... Due to the delay they were delivered whilst I was out the country. I then returned, sent them straight back paying for my own postage signed for to make sure they received them, to then me having to chase multiple times and then them saying that they won't issue a refund and only a credit note.... SHOCKING as I returned them within the returns window and also had the email confirmation and postage date I sent back
I have spend thousands literally thousands with this brand and referred numerous friends which is shocking how they even treat customers especially after taking over 3 weeks to deliver ha
Back office / operations and delivery / returns policy is an absolute shambles
8 de setembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Anthony,
Thank you for your feedback. We’d like to clarify the timeline of your order, as some of the details in your review aren’t accurate.
Your order was placed on July 25th from our new collection, with free standard shipping selected (standard shipping).
As stated clearly online, this collection was scheduled to ship from July 29th. Your order was shipped on July 31st and delivered on August 6th - well within the expected timeframe and not three weeks as mentioned.
The items were returned to us on August 21st, which unfortunately falls outside of our returns policy window. Despite this, we offered you the option of an exchange or a store voucher for the full value, rather than sending the items back to you.
We also want to note that we make every effort to be transparent with customers by clearly displaying shipping timeframes above the Add to Cart button prior to purchase. This ensures expectations are set before placing an order.
Best regards,
NOVU team
Worst company I’ve ever dealt with…
Worst company I’ve ever dealt with …completely useless.
Been waiting over 8 weeks for clothes nothing has arrived. Been back & forth with emails trying to get a refund and they won’t process it.
The worst costumer service I’ve ever experienced. Highly recommend avoiding this brand!!
28 de julho de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Peter,
We’re really sorry for the frustration here. Unfortunately, the original parcel was lost in transit by the courier, and as soon as this was confirmed we promptly dispatched a replacement order.
As you’re based in Australia, international deliveries can take longer due to transit and customs processing, but we appreciate this delay has been disappointing.
We’ve checked the tracking and can confirm your replacement order has now arrived at your local pickup point and is ready for collection.
Thank you for your continued support of the brand over the years, it means a lot. If you need any further assistance, please reach out to us at support@no-vu.com and we’ll be happy to help.
Best regards,
NOVU team
Exceptional Customer Service, the BEST of the BEST
I had the pleasure of dealing with Jim from NÓVU’s customer support, and the experience was outstanding. He was professional, understanding, and really went the extra mile to help me. His clear and kind communication stood out and made me feel valued as a customer.
It’s rare to find support this dedicated, and it gives me full confidence in recommending NÓVU a great brand that truly cares, I highly recommend!
6 de setembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi David,
Thank you so much for your kind words. We’re delighted to hear Jim was able to help and that you felt supported. Your recommendation means a lot to us!
Best wishes,
NÓVU team
What a let down
Twice now I have ordered from this company and twice I have been let down. First order I paid nearly £10 for next day delivery and it was even shipped until a week later. The response from customer service took about 3 days to reply to me and I was told “they were. It’s with new drops”. The long sleeve linen shirts arrived eventually and was about as good as a £4 primark shirts but for £90! These were returned.
Second order, I bought two sizes of the Oxford pleated trousers as I wasn’t sure on the size and both pairs arrived with threads hanging out on every single stitch! And black marks all over them! And for a pair of white pants there was no saving these!
These were returned 3 weeks ago and I haven’t had anything as such as an email confirmation let alone a refund!
Not to mention they charge you £5 for a QR code to return your items.
Absolutely appalling. The company has clearly put a lot of money into social media marketing but fails to get the basics of a good clothing brand right. I would not recommend this company at all. What a let down
13 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Joe,
Thank you for taking the time to share your feedback, and we’re sorry to hear about your experience. We’d like to clarify a few points while also taking your concerns on board.
Your first order was placed from our new SS25 collection, which had clearly stated shipping dates above the “Add to Cart” button so customers could see the expected dispatch timeframe before ordering. We understand this may have been missed and apologise for any confusion.
Our new linen pieces have been one of our best-sellers globally, receiving very positive feedback from many customers and selling out quickly. That said, we appreciate that they weren’t right for you, and your perspective is important to us as we continue to develop.
Regarding your return: we are sorry to hear you’ve not received confirmation. Please contact our customer care team support@no-vu.com directly with your order number so we can resolve this promptly.
On the subject of return labels, we understand this can be frustrating. In today’s retail landscape, even the largest online retailers now charge for returns due to the high costs and environmental impact of free returns. We are actively working on solutions that would allow us to cover the cost of returns more sustainably, balancing the needs of our customers with the realities of running a responsible business. Our goal is to find a model that makes the process fairer for customers while reducing unnecessary environmental impact.
We regret that your experience has not met expectations, but we truly value your feedback as it helps us improve.
Best regards
NOVU team
About as good as Keir Starmer
Honestly wish i’d have read reviews of this lot before buying. Super frustrating as I allowed 2 weeks for the linen long sleeve to arrive for my holiday. I got 1 response to sweeten me up, then no follow ups for the 2/3 weeks later, no item or responses. Just an incompetent group of people who obviously cant run a business, as you can see by the reviews on here. A shame because the clothes actually look quite nice and i’m normally very reasonable about issues but they just have made 0 effort - not just with me but with everyone else who bought this item. I also found it funny how they deleted all instagram posts where they had loads of us complaining in the comments, typical from a company like this.
I guess i’ll get nowhere with this besides hopefully steering some of you buyers away from these idiots
1 de setembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Freddie,
Thank you for your feedback. We’re sorry for the frustration this has caused. Sadly, your order was flagged by our system as the IP address used did not match the billing address. In these cases, it’s our duty to protect customers and prevent potential fraud, so the order was cancelled as a precaution.
If you’d like further help, please reach out to our team at support@no-vu.com and we’ll be glad to assist.
Best regards,
NOVU team
Never received my package!
Ordered on 25-07-2025 and it is now 1-09-2025. STILL NOT RECEIVED IT. This is the worst brand experience I have ever had. Novu is doing everything they can to take money from you.
Before my package was shipped I send them an email to cancel my order. When they saw my message, they quickly shipped my order the next days and wrote me an email that they can't do anything because the package is allready on the way. I waited for a month and contacted them again and got no answer. After contacting them for the third time they told me my package is lost. THEN they shipped my order again WHILE I SAID I DON'T WANT THE PACKAGE ANYMORE. Now I need to wait for another 3 weeks. NEVER BUY HERE IF YOU ARE OUTSIDE EUROPE. YOU WILL REGRET IT.
1 de setembro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi,
We’re truly sorry to hear about your experience and the frustration caused. This is not the standard we strive for. Please reach out to us at support@no-vu.com with your order number, and our team will do everything we can to help resolve this for you as quickly as possible.
Best regards,
NÓVU team
Never arrived
6 de setembro de 2024
Resposta da NÓVU
Hi Jordy,
We’re sorry to hear you haven’t received your order.
According to the tracking information, the courier made several delivery attempts but there was no answer. They also reached out to arrange redelivery or collection, but unfortunately did not hear back.
For any further support please contact our team at support@no-vu.com and we’ll be happy to help.
Best regards,
NOVU team
You offered me a voucher for a return not a refund.
You offered me a voucher. You breached distant selling regulations. I want my money back because I don’t want to buy anything else from you. I work hard for my money rather spend it somewhere with some quality that lasts. I wore the trousers only twice and they came apart. It’s actually the same trousers another customer is complaining about it can’t only be me. It’s so pathetic that you come back with a Chat GPT response. But the reviews on here speak for themselves. You contact me if you want to resolve this. Put your money where your mouth is. You know my email address. I am still owed money for a product I sent back to you. Thanks
26 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Sheik,
Thank you for your feedback and we’re sorry to hear about your experience.
To clarify, we offer full refunds on returns made within 14 days of delivery, which can be processed quickly and easily through our returns portal.
Please contact us at support@no-vu.com with your order details so we can resolve this promptly.
Best regards,
NOVU team
Linnen trousers ordered
Linnen trousers ordered
wripped from the stitching on both back pockets this is due to poor stitching and low quality linen nothing else
customer care dont want to know no refunds or replacement items
will be reporting this to the bank
i would attatcg a picture if i could
1 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Moshin,
Thank you for your feedback, and we're sorry to hear about the issue you've experienced.
Please note that your order appears to be from over 12 months ago, and the item is part of our best-selling and now sold-out linen range, a collection that has been very popular and well-received by many of our customers.
While we cannot see any contact from you prior to this review, we’re more than happy to help resolve the matter. Please email our support team at support@no-vu.com with your order details and, if possible, a photo of the issue. We’ll be glad to look into it and offer a suitable resolution.
Thank you again for your feedback, we’re here to help.
Best regards,
NOVU team
Absolutely terrible (non-existent) customer support - DO NOT BUY FROM THEM
Absolutely terrible (non-existent) customer support. I wanted to return an item due to sizing and reached out multiple times with no response. I finally received a generic email with a return link, but due how long it took to get a response, I had surpassed the 14 day return policy and the link had expired.
Since then, I’ve sent five more emails and still haven’t had a single reply. This is a total shambles for customer service — no accountability, no resolution, and no respect for customers’ time. I am extremely angry and frustrated, and I would never recommend buying from this company.
19 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi George,
Thank you for taking the time to leave a review, and we're very sorry to hear about your experience.
We’d like to clarify that we offer an easy-to-use returns portal, which allows customers to generate a return shipping label instantly by logging the return online. We're sorry if there was any confusion around the process or if our initial response was delayed.
Please also note that when multiple emails are sent in a short time, it can unintentionally push the conversation thread lower in the queue, causing delays in response. We understand how frustrating this can be, and we truly apologise if your message was missed as a result.
Customer care is our top priority, and we have a fully dedicated support team working around the clock to assist with all queries. We’d love the opportunity to resolve this for you, please reach out to us at support@no-vu.com, and we’ll ensure it’s handled as a priority.
Thank you again for your feedback, it helps us improve and serve our customers better.
Best regards
Problems with returns
Ordered an item which was delivered on the 5th August, it did not fit and I was unimpressed with the quality for the price so I returned it the next day on the 6th August with tracking. I still have not received a refund or a confirmation email from No-Vu on the status of my return and I am concerned due to the previous negative reviews regarding the company’s return policy and customer service. My order number is: 182008 if anyone from No-Vu sees this please chase it up and get back to me on email.
19 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Charlie,
Thank you for your review, and we're sorry to hear about your concern.
We’ve looked into your return and can confirm that it was delivered to our returns centre on August 12th. A full refund was issued within 5 business days of that date, in line with our returns policy.
You should have received an email confirmation once the refund was processed, but if for any reason that didn’t come through, please don’t hesitate to reach out to us at support@no-vu.com and we’ll be happy to resend the confirmation or assist further.
Thank you for your patience, and we appreciate you shopping with us.
Best regards,
NOVU team
This is the most unpleasing experience…don't buy
This is the most unpleasing experience I had with a brand. They ship very late, bad quality products, don't care about you as a customer and just want to make money. If you are anywhere outside the UK, don't buy! don't buy! Half of the amount of what you ordered will also go to import taxes. They react late to your emails and even when you try to cancel your order without it being shipped, they don't accept it.
18 de julho de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Kevin,
Thank you for taking the time to share your feedback, and we're genuinely sorry to hear that your experience didn’t meet your expectations.
After reviewing your order details, we can confirm that your order was shipped within the timeframe stated on our website. However, as you're ordering from outside the UK, we understand that international delivery can sometimes involve longer lead times, depending on the destination and local customs processes which, unfortunately, are outside our direct control.
We completely understand the frustration around import taxes, and we’re actively working on finding a feasible solution to help support our international customers with these additional costs. At this time, however, it’s not yet viable for us to cover those charges, though we do aim to be transparent. Import taxes and duties are clearly stated on our website and at checkout before payment is completed.
We’re also sorry if there was any delay in communication, our customer support team works hard to respond to all enquiries as quickly as possible, and we're always happy to help resolve any issues.
We appreciate your feedback and will continue striving to improve every aspect of our service.
Best regards,
NOVU team
“Luxury brand”
“Luxury brand”. Dont fall into this trap. The quality is so poor, the trousers already had wrinkles all over when wearing them for the first time. They barely reply and after 1,5 month they come back with “we are sorry but the product meets our quality requirements, here you have a 10% discount for your next order”
12 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Sydney,
Thanks for your feedback, we're sorry to hear the trousers didn't meet your expectations.
We’d like to clarify that the trousers in question are made from 100% linen - a natural, breathable fabric known for its comfort, elegance, and relaxed appearance.
Due to its unique fibres, linen does naturally crease, and these wrinkles are considered part of the fabric’s charm and character, not a flaw. This is widely accepted as the aesthetic of linen garments, especially in high-end resort and luxury wear.
Linen is one of our core materials and has been a best-selling fabric in our collection for many years. We take great pride in the craftsmanship and timeless design of these pieces, which are loved by many of our customers around the world.
That said, we understand that expectations around fabric and fit can vary, and we're sorry for any frustration caused. We truly appreciate your feedback, as it helps us continue to improve both our products and our service.
If there’s anything else we can assist you with, please don’t hesitate to reach out directly.
Best regards
Excellent quality and fit
Excellent quality and fit. Had a small issue regarding the item I received but the situation was quickly and very easily resolved. Exceptional customer service and professionalism. Will be buying more! Thanks!
11 de agosto de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Ricky,
Thanks so much! Glad we could get it sorted quickly!
Appreciate the kind words and look forward to having you back.
All the best
Resposta da NÓVU
Hi Ruby,
Thanks for the great review! We're pleased to hear we met expectations.
We look forward to seeing you again soon!
NOVU team
Enorm onaangename ervaring
Enorm onaangename ervaring met dit merk. De marketing doen ze goed, de foto's zien er goed uit, maar buiten dat geven ze geen belang aan de ervaring van de klant. Ik heb een maand op mijn bestelling gewacht, de inklaringskosten komen er nog bovenop, dus bovenop het betaalde bedrag kom ongeveer nog de helft van de prijs erbij. Ik wilde de bestelling annuleren, voordat ze de bestelling hadden opgestuurd. Wat ze vervolgens deden was mijn pakket opsturen, zodat ze kunnen zeggen: ''Sorry, je pakket is al onderweg en we kunnen er niks aan doen''.
Als je de bestelling bij de duane wil weigeren zeggen ze dat er een kans is dat de producten worden vernietigd.
Mocht het zijn dat je hier wil bestellen, houdt in gedachte dat: je inklaringkosten moet betalen wanneer het geleverd wordt en dat ook als je het product wil terugsturen.
2 de julho de 2025
Avaliação não solicitada
Sizing is inconsistent across product…
Sizing is inconsistent across product range
Returns process cost of £5 for a "returns label"
Shipping cost still covered by customer
No customer service
DO NOT USE
2 de agosto de 2025
Avaliação não solicitada
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