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.
Dont buy
Dont buy! CUSTOMER SERVICE IS TERRIBLE AND DONT GIVE MONEY BACK! Lost €200,-
24 de março de 2025
Avaliação não solicitada
Horrible customer experience - Dont BUY!
I had a very disappointing experience with NÓVU. I placed an order about a month and a half before Christmas, expecting it to arrive in time for the holidays. Unfortunately, it only showed up late in January. By that point, I no longer needed the item, so I refused the delivery. The parcel was returned to the carrier but has since been stuck in transit, and I have not received a refund. Despite numerous attempts to resolve the issue, I was repeatedly told to contact FedEx, while FedEx directed me back to NÓVU. This back-and-forth has left me with no resolution and no refund. Novu knows I don't have the parcel as FedEx tracking locates it in the Netherlands. Still no refund! I’m now considering legal action to get this resolved. Overall, a very frustrating experience.
13 de março de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Kai,
We appreciate your feedback and would like to clarify the situation.
As stated on our website, customs fees and import duties are the responsibility of the customer. These charges are set by your country’s customs authorities, and payment is required for the parcel to be released for delivery.
In your case, multiple attempts were made to notify you of the outstanding customs fees by the courier, but no response or payment was made.
As a result, the parcel remained in customs and could not be delivered. To resolve this, we took the extra step of covering the significant return costs ourselves to have the parcel sent back to us, and we issued you a full refund.
We are always here to help should you require any further clarification.
All the best
Amazing customer services by Jim
Amazing customer services by one of the team there by the name of Jim. Swift responses at all times and very helpful when it came to returns and retrieving my details for store credit two months down the line. If only all the other online retailers were as effective and reliable as Novu.
17 de março de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Andre,
Thank you for your kind words! We’re thrilled to hear that our customer support team provided such great service and made your experience smooth. We’ll be sure to pass on your feedback. Looking forward to serving you again!
All the best
No Empathy or Consideration for Returns
Communication is good, but the return policy is a tad harsh. No Christmas extension... so paid extra for postage as the said but I did post it very later on as my car with the packaging had an accident it hasn't been me until the end of last month and then I posted it our asap. They had not empathy to help, so I'm stuch=k with a XS Polo top.
7 de março de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi there,
We appreciate your feedback and understand your frustration. To clarify, we did offer an extended Christmas returns policy until January 8, covering purchases made between November 20 and Christmas. This was clearly advertised across our website to ensure all customers were aware.
Unfortunately, as your return was sent significantly later, it fell outside of this extended window. While we always aim to be as accommodating as possible, we must also maintain fairness in applying our policies.
If there's anything else we can do to assist, please feel free to reach out.
Best wishes
Amazing quality
Amazing quality.
Ordered more than one size and colour and I must say the quality is amazing for the price i paid in the sale.
Would most definitely recommend them as the customer service was very understanding and helpful.
Really good choices and great quality.
1 de março de 2025
Avaliação não solicitada
Resposta da NÓVU
Hey Jav,
We really appreciate the support! Glad you’re loving the quality and had a great experience with our team. Enjoy your pieces!
All the best
24 MONTH ORDEAL WITH COMPANY ABOID AT ALL COSTS!!!
AVOID!! You will not get your money back.
I ordered x2 jumpers in December 2023 and returned one with great difficulty due to the abysmal customer service team that take weeks to respond & that thier returns policy is quite cleverly hidden on their website. You have to copy and paste a link in a new tab to start a return as there’s no information on returns on the delivery note.
Due to this and the Xmas period in Dec 23 they refused to refund me and after 24 months of emailing back and fourth with multiple different people they finally offered me a credit note (how kind) this customer service member only responds in the late hours of a Friday evening by the way. They issued a credit note that then didn’t work, after another 2 weeks of back and forth emails they had issued the credit note to my email address and spelt it incorrectly, I then ordered stuff I didn’t really want as don’t want to deal with this company any longer and through gritted teeth as that don’t have any sets left that match in size and guess what the order turned up in terrible condition and items I ordered were in the wrong size and I’ve had to start a return again at my cost again and it states I’ll receive a £5 credit not opposed to the £100+ I received.
This company is an absolute shambles and will now take this to trading standards to resolve. They’ll no doubt respond with excuses and try and blame the customer like all the other negative feedback left.
Clothes are ok but nowhere near worth the hassle of dealing with this mess of a company. Would give zero stars if possible. THEY DO NOT WANT TO GIVE YOU YOUR MONEY BACK.
UPDATE 24/02/2025. Please see their reply, unaccountable for their terrible customer service and are actually telling lies now. every email received from their customer service has been saved and can prove their below the below statement is false i did not receive a credit note at all until 2 weeks ago, this will be shared with trading standards.
22 de fevereiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Ian,
We appreciate your feedback and are sorry to hear about your frustration. However, we’d like to clarify the facts regarding your experience.
Your original order was returned outside our standard 14-day returns policy, returned over a month after delivery:
Delivery Date: 28/12/23
Return Date: 29/01/24
Rather than refusing the late return and sending the items back to you, we offered an alternative solution by providing a store credit for the full value of the returned item. This credit was issued in time for our SS24 collection, which featured a full range of matching sets in all sizes at the time.
Although the store credit was not used within its original validity period, we made an exception and extended it by over 12 months as a goodwill gesture.
We understand your disappointment, but given the circumstances, we believe we have been more than fair in accommodating your situation. If you need any further assistance, please don’t hesitate to contact our customer service team.
Best regards
I’ve had an on going dispute for 2…
I’ve had an on going dispute for 2 months now. The customer service team ignore my emails. They don’t reply. I must’ve sent them 10 emails with no response. It’s ming boggling how little they care. If anyone picks this up, I need this dealt with as a priority. You’re holding back hundreds of pounds of my money. And you have my clothes returned. I genuinely cannot believe how bad the customer service team is. It’s utterly disgraceful. The cost of finding new customers will be higher than the cost of refunding me what’s owed.
5 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Dear Marc,
We feel it is important to address the points made in your review, as some of the details are not accurately reflected. At NOVU, customer service is a top priority, and we are committed to providing prompt and fair support.
Timeline of Events:
December 13: You requested an extension on your return window as you would be away on holiday. Our team promptly responded the same day and confirmed that we would extend the return period to accommodate your request.
January 2: You informed us that you wished to return all items. We confirmed this was fine and extended the return window again to honour the late return, same day response.
Our support team has been in regular communication with you throughout this process, often responding on the same day.
None of your emails were ignored, and our team provided clear instructions on multiple occasions on how to process the return through our return portal, which is required for returns. We continued to extended the returns window further each time to accomadate.
While multiple emails affected queue positioning, our team remained responsive and continued assisting.
Even though the return was not completed through the portal, we further extended the return window to accommodate you.
Ultimately, we went beyond our standard policy and issued a full refund, which has now been received.
We always strive to provide a high level of service and ensure fair outcomes for our customers. In this case, we accommodated multiple extensions, provided consistent support, and honored a refund beyond policy guidelines.
We regret that your experience did not meet your expectations, but we stand by the efforts made to resolve this matter fairly. If you have any further concerns, our team remains available to assist.
Best regards
Avoid NOVU at all costs – Worst online shopping experience ever!
If I could give zero stars, I would. I ordered an item from NOVU on January 3rd—it’s now February 19th, and I have received absolutely nothing. No tracking updates, no clear communication, just a black hole where my order should be.
I have reached out multiple times via email, only to be met with generic responses like, "We will escalate this to management." Well, guess what? Nothing happened. I followed up again, and now they don’t even bother responding. The lack of customer service is appalling, and at this point, I have no idea if I’ll ever see my order or my money again.
This feels like a scam—take your money and disappear. DO NOT waste your time or money on this company. Learn from my mistake and shop elsewhere.
19 de fevereiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Max,
We’re sorry to hear about your frustration and appreciate the opportunity to clarify the situation.
Your exchange request could not be processed because the size you requested was out of stock. As a result, rather than leaving you waiting, we issued a full refund back to your original payment method.
We understand how important timely updates are, and we regret if our responses did not meet your expectations. Our team is always available to assist, and if you have any further concerns regarding your refund, please contact us at support@no-vu.com so we can ensure everything has been processed correctly.
Best regards
Great styles!
Majority of all my holiday and summer clothes are now novu! Always coming with the best unique styles
17 de fevereiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Farhaan!
We really appreciate your continued support and love hearing that NOVU has become a go-to for your holiday and summer wardrobe.
Our goal is always to bring unique styles that stand out, and it’s great to know they’re hitting the mark for you!
All the best
Awful experience - Complicated returns process and poor customer service
I had an awful experience with this company’s ordering and return process. I placed an order based on their size in their specs and description, but the fit was tighter than expected. When I reached out to exchange it at the same price (as their FAQ suggested), they told me to place a new order—this time ended up paying for the same product at a higher price.
After receiving the second order, I requested to return some items from both orders. They ignored my email for three weeks until I followed up on Instagram, where I finally got a response. I was then told to process the return online, but the system wouldn’t allow it as the order was marked as “expired for returns.” After more back-and-forth via email and Instagram, they said they had fixed the issue.
In the end, I received a refund for the cheaper order but only a store credit for the more expensive one—apparently because the items were on sale. This made no sense since both orders were sale items. When I questioned it, their customer service responded with an irrelevant message confirming the first order was returned, completely ignoring my actual concern.
I’ve noticed they respond to other dissatisfied customers with the same generic, unhelpful replies—no name of the person responding, no real solution, just excuses. My experience was frustrating, time-consuming, and showed a complete lack of care for customers.
Would not recommend.
5 de fevereiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi there,
We’re genuinely sorry to hear about your experience and would like to address your concerns.
We offer a seamless, click-and-go returns system designed to make it easy for customers to process and log their returns. This system generates either a shipping label or QR code to simplify the return process.
If a return request is submitted outside of our standard return window, the system will automatically void the request, as it no longer meets the return policy timeframe.
However, we understand that issues can arise. In your case, it appears that our customer support team stepped in to override the system and assist with processing your return, which we hope provided some resolution.
We’re committed to improving our service, and your feedback is invaluable to us. If you still require assistance or would like us to investigate further, please reach out to us directly at support@no-vu.com with your order details, and we’ll be more than happy to help.
Kind regards
Last 3 deliveries took over 3 weeks to…
Last 3 deliveries took over 3 weeks to come. Awful
11 de fevereiro de 2024
Resposta da NÓVU
Hi Graham,
Thank you for sharing your feedback. We’ve reviewed your recent orders and would like to provide some clarification:
- Your most recent order was placed on February 5th with standard shipping selected and was immediately dispatched.
- Your second last order was placed on December 30th and was delivered within 7 business days, following the New Year bank holidays.
- Your third last order was placed during our Black Friday event, where we clearly outlined processing times of 7–14 business days, with shipping times applying afterward. This order was delivered within the specified timeframe.
Based on this, we’re confident that we’ve met our service commitments and provided transparent information regarding processing and delivery timelines, especially during peak periods.
We genuinely appreciate your continued support of NOVU products over the years and remain committed to meeting your expectations moving forward.
If there’s anything further we can assist you with, please don’t hesitate to contact us at support@no-vu.com.
Kind regards
Novu Clothing Review
I placed my first order with Novu. I was missing items from my order. Also, they don’t provide a return label to ship back the items I wanted to return. I am from the United States which makes it hard to create a return label without understanding a UK return address that was provided. Having to create my own return label does not provide security on my end and do not want to be responsible for a lost package. I have ordered from other UK brands like Arne and they also use an RMA number for returns but the thing is they actually provide you with a USPS QR code to print a return label unlike Novu. I HIGHLY recommend not to order for Novu if your shipping it to the United States.
29 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Dear Parth,
Thank you for your feedback. We’re sorry to hear about your experience and would like to clarify our return process.
We offer an easy and seamless return process through our online portal, allowing you to log and manage your return effortlessly. For orders placed outside of the UK, including the United States, customers can log their return, after which the returns address is provided.
While we understand it may be frustrating, we currently do not cover the cost of return shipping for international orders. However, this is something we are actively working on, and we hope to offer a more convenient solution, including prepaid return labels, in the near future. We also ensure our current policy is clearly stated on our website for customers to review before placing an order.
We appreciate your feedback and are always looking for ways to improve our processes. If you have any further concerns, please reach out to us at support@no-vu.com, and we’d be happy to assist you further.
Best regards
Had an issue with a return and was…
Had an issue with a return and was awaiting response from their customer service team via email.
With no joy, I reached out to their social media page. This was a very refreshing experience. They were very prompt and helpful with their responses. Super grateful and pleased as I am now in the process of getting everything resolved.
31 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Sid,
Thank you so much for your kind review! We’re really glad to hear that our social media team was able to assist you quickly and help get things sorted. While we always aim to provide prompt support across all channels, we’re happy we could turn things around for you.
We truly appreciate your patience and support, and we’re here if you need anything else in the future!
All the best
Quick response
After having some issues with a credit voucher code, the staff at NOVU were kind enough to extend and were very helpful.
If emailing doesn’t get a quick reply, their Instagram DMs are a good way of getting contact, they’re very quick on there.
31 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Josh,
Thank you for your kind review! We’re really glad to hear our team was able to help with your credit voucher and that you had a positive experience reaching out to us. We always aim to be as responsive as possible, and it’s great to know our Instagram DMs were a quick way to get in touch.
We truly appreciate your support and look forward to assisting you again whenever you need us. Thanks for being part of the NOVU community!
All the best
Still Waiting for My Order and Disappointed with the Experience
I ordered items on December 10th, 2024, under ORDER #171459 and still have not received my order. The package reached my address, but I wasn’t home at the time, and it was immediately returned to their warehouse. I contacted their support team to request a resend as these items were meant to be a special gift for my son’s birthday. Instead of fulfilling my request, they insisted on refunding me, which I didn’t accept because I wanted the items.
It has now been over 1.5 months (nearly 2 months!), and my son is still eagerly waiting for his birthday gift. I have reached out multiple times, and I just want the items I paid for to be delivered as soon as possible.
This situation has been unnecessarily stressful, and I am disappointed with the lack of resolution so far. I am happy to update my review to reflect a positive experience once this issue is resolved and I receive the items.
Please make this right and deliver the products as soon as possible!
29 de janeiro de 2025
Avaliação não solicitada
Still waiting on a piece of clothing…
Still waiting on a piece of clothing from December the 1st..i have tried to speak to people via email or their Instagram page but it’s just a waste of time unfortunately.
Please don’t buy from this site to avoid being scammed!!
29 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Tom,
Sorry to see this review. We're having trouble identifying any orders under your details.
Please reach out to support@no-vu.com and we'll do our best to help you.
Thank you
I ordered a jumper before Christmas and…
I ordered a jumper before Christmas and it was supposed to arrive before Christmas and it’s still not arrived and they are now ignoring my emails the company must be a shambles.
I’m going to have to do a charge back via my bank to get my money back.
Scammers, avoid.
26 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi there,
Unfortunately we cannot locate any records under your details. Please reach out to support@no-vu.com with your order number and our team will be on hand to assist with whatever you need.
Thank you
If I could give you ZERO stars I would
If I could give you ZERO stars I would. THE WORST COMPANY TO BUY FROM EVER. I ordered something in November it’s the end of January and I still haven’t got it. THE WORST. How dare you take people’s money and not send the parcel or even communicate.
Order number: 171267.
I want my money back, absolute scam, don’t buy from this company.
The response I have just received from you on here is utter rubbish, we have not received a refund yet at all and there was no dispute. How can you lie like this? It’s awful the worst company I have ever had to deal with. Where is my refund and what dispute? NEVER HAPPENED. Please refund now, this is a joke.
26 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Amber,
Unfortunately we were unable to ship your order due to an open dispute. A full refund was already issued back to your payment provider, who must issue the funds back to your account.
If you need any further support please reach out to support@no-vu.com.
Thank you
The worst ordering experience I've ever had
TLDR: Avoid the company at all cost. You won't receive the items you expect, and you'll never get your money back if you decide to refund.
I've been doing online ordering for at least 10 years and I can honestly say it was the worst experience I've ever had. Lemme go step by step:
Once the order is placed, there is no tracking number, no expected delivery date, no shipping confirmation, nothing. I've waited around 2 months for the delivery to arrive.
Once the order is delivered, the items are not close to what they advertise. The quality is subpar, the form is clearly different, even the color is different.
Now you try to refund. You go to the returns portal, but the portal says you can't initiate the return because its been 2+ weeks since the order was delivered and they are not responsible for you missing the delivery. This feels like an intentional setup, since there is no tracking information provided and you can't sit at home for 2 months waiting for the package to arrive. But fine.
You send them an email asking to reconsider. Interestingly, they are very polite and they let you initiate the return process. Their policy says you will get the QR code. In reality no QR is provided, no return address exist anywhere, no email is sent to you confirming the return.
You send them another email asking to clarify. No reply. You send one more. No reply. You send 2 more. No reply.
Thats where I currently am. Please do not repeat my mistake of ordering from Novu
26 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Aleks,
We’d like to clarify several points, as some of your statements are misleading or incorrect.
The items you ordered were from our Black Friday event, where it was clearly advertised that orders require 7–14 business days to process, with shipping times applying thereafter due to high demand. Your order was processed within this timeframe and delivered before Christmas, as outlined online. Tracking information was also provided, which is standard procedure.
You chose to request a return on 7th January 2025, significantly beyond our 14-day return policy, which is clearly outlined on our website. Additionally, our records show that you did not pay for the return label via the returns portal, which is necessary to generate the QR code for drop-off. Our returns portal is designed to make returning an order as easy and seamless as possible.
NOVU is a trusted brand established in 2017, with over 100,000 happy repeat customers worldwide. We work exclusively with highly reputable manufacturers across Europe, with our fabrics milled in Portugal and Italy—renowned for their quality and craftsmanship. Our commitment to design, high-quality materials, and exceptional construction is a cornerstone of our reputation.
The items you ordered are among our most popular, frequently sold-out pieces, and are loved by many of our customers. These items also have a very low return rate, which reflects their consistent appeal and quality.
We regret that your experience fell short of expectations and encourage you to contact support@no-vu.com so we can address your concerns and assist you further.
Best regards
Ordered a few times from this company
Ordered a few times from this company, quality and good looking clothing
22 de janeiro de 2025
Avaliação não solicitada
Resposta da NÓVU
Hi Jordan,
Thank you for the great review! We're thrilled to hear that you're satisfied with our products and continue to shop with us.
If you need any further support we're always on hand via support@no-vu.com.
All the best!
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