Toggle Nav

Returns Policy For Online Purchases

In addition to your statutory rights, we are happy to accept a return of your items within 30 days of the date of your order confirmation. All items must be unworn and in original condition. All packaging and labels must be returned, including the branded shoebox, which should be unaltered and not marked in any way.

We offer a free, tracked returns service for all orders, however please be aware that this service does require access to a printer.


To return an order, please follow https://www.clicksit.com/novo/ and enter your order number, email address, details of the products you are returning and your reason for return. You will then be sent a Collect + label to attach to your parcel to send back to us.

Detailed instructions on how to return an order are as follows;

  • Go to https://www.clicksit.com/novo/ 
  • Enter your order number (found on your despatch note and order confirmation email) and your email address
  • You will then receive an email with a link to your collect+ label
  • Please print your label and attach it to your parcel so it covers the barcode of the original label. Ensure you return your items in the condition that they were sold, with all the original packaging and labels, enclosing this returns slip. Pack your return items carefully to prevent damage in transit.
  • Your return will need to be dropped off at any of the 7500 local stores offering the CollectPlus service.
  • To find your nearest store visit collectplus.co.uk/store-locator.
  • Please keep your proof of posting receipt until we have acknowledged receipt of your items.

  • If you are unable to access a printer, returns can be sent directly to our warehouse via your own choice of courier (we strongly reccommend using a tracked service as we cannot be liable for any returns that cannot be tracked and confirmed as delivered to our warehouse). The cost of returns sent using any courier (other than using the Collect+ labels we provide, as above) are to be paid by the customer.
  • You must include details of your return within the parcel, including your order number, name, email address and reason for return.
  • Our returns address is;
  • Novo Shoes
  • Unit 2A
  • Hud Hey Industrial Estate
  • Hud Hey Road
  • Rossendale
  • BB4 5JH

Refunds will be processed within 10 days of delivery back to our warehouse and will be credited to your original payment method. 


Unfortunately we do not offer exchanges at this time, if you need a new size or colour then please return your original order and place a new order for the replacement products you require.


If your order is faulty, damaged or incorrect, please contact us at customercare@novoshoes.co.uk and we will organise a replacment or refund.


Please note, we cannot be responsible for any returns parcels until they reach our warehouse so please ensure you keep hold of your tracking information.


Delivery charges are not refundable when returning your order. There are some circumstances in which delivery charges will be refunded, such as a faulty order, this will be determined at our discretion.


For any Novo product purchased outside of our website (www.novoshoes.co.uk) the exchange or refund must be processed at the original place of purchase.