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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.

To return an order, please follow 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 
  • 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
  • Please keep your proof of posting receipt until we have acknowledged receipt of your items.
    No printer? No problem - click the 'download barcode' button on your email to download a barcode. Save this to your phone. Take the barcode to a Collect+ store, the cashier will scan it and print a returns label for you

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.

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