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... Se mere
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
Userd to be fine but been waiting now 4 weeks for 2 orders and customer support sends some ai generated reply.Its a shame.Latest automated reply says they have stock stuck in customs but one of my ord... Se mere
Exceptional customer service. Both Jim & Carla dealt with my order and were fantastic. Replied via email and instagram quick, helped resolve my problem, were understanding. The customer service has ma... Se mere
Great customer service isn't about making sure people don't ever have any issues, it's about how you deal with them when they come up. NOVU's communication and ability to provide a quick solution... Se mere
Virksomhedsoplysninger
Skrevet af virksomheden
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.
Kontaktoplysninger
Storbritannien
- support@no-vu.com
- novucollection.com
3,0
Middel
811 anmeldelser
Har besvaret 51 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
DO NOT BUY HERE UNDER ANY CIRCUMSTANCE
This might be the worst company ever. I ordered on the 15th of March. It said within two weeks I would have received the items, unfortunately by the 30th the items weren’t even with the courier, and so I wanted to cancel the order as they were still in possession of Novu. After emailing them, Jim said that it wasn’t possible to cancel the order because it was already with the courier. I told him that was untrue but no further reaction came.
April 8th it finally said the item had arrived at the courier and after having paid the customs clearance fee, the items arrived April 18th.
To make matters worse after waiting more than a month on these items, the quality was subpar and so I wanted to return the items, the return form indicated my items were not eligible for return. The customer service doesn’t help at all.
So after €300 spent, I am a lesson and 2 awful sweaters richer. Don’t make the same mistake.
DONT BUY HERE
22. april 2025
Uopfordret anmeldelse
I never write reviews, but i have to now
I almost never leave behind reviews, but now I have to. I've ordered sat Novu, and returned 1 item. And they 'return your funds', but you can only use these funds to order again at Novu. So, you don't get your money back at all. I have never experienced something like this in my life. Never order at here again please. Plus, once you order outside the UK, you also have to pay additional importing fee's.
18. april 2025
Uopfordret anmeldelse
Quality clobber from novu
Quality clobber from novu, really nice material used on all the items I’ve bought and the fits are 👌 on top of that Excellent customer service Jim got strait back in touch with me with the information I needed no hesitation great company.
16. april 2025
Uopfordret anmeldelse
Jim has excellent customer service
Jim has excellent customer service. He was very helpful in resolving my customer request. The clothing is also very high quality, would recommend!
9. april 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Ryan,
Thanks for the great review! Glad to hear that our customer support team could help and that you’re happy with the quality - something we strive for.
We look forward to seeing you again soon!
All the best,
NOVU team
Ik heb eind maart 2025 een t shirt en…
Ik heb eind maart 2025 een t shirt en een overhemd besteld. Maar deze ligt al sinds 31 maart stil bij jullie afzender. Jullie mail adres werkt niet en ben 100 euro kwijt. Het gaat om bestelling 175301
10. april 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Skip,
Our team has sent multiple emails regarding the status of an item from your order. If you could please get back to us on support@no-vu.com it would be greatly appreciated.
Thank you
Don‘t buy
Don‘t buy. They never deliver the goods i ordered for 500€.
They are betrayers..
8. april 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Malik,
Sorry to hear your delivery has reached you, however it is been in your local customs for quite some time awaiting payment for customs. The courier has reached out to notify you of this but unfortunately did not hear back.
Kindly get back to the courier as soon as possible to expedite the release of your package. If you need any further support please reach out to our team on support@no-vu.com and we'll be on hand to assist.
Thank you
Twice bitten but 3rd time was a charm
I've had two previous experiences with Novu that weren't good, in fact they were really bad. A lot of their clothes look really good and are different from other brands so I couldn't help but give them one more try.
This time I actually received my pleated trousers in a good timeframe. They were as I envisaged, very good quality and the fit was amazing. There are a lot of bad reviews on here that are likely true but Novu have seemingly listened and improved, so I take my hats off to them. I will definitely be ordering again.
8. april 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hey Courtney,
Thank you so much for your review — and even more for giving us another shot after your previous experiences. We totally get how disappointing that must’ve been, and we really appreciate you sticking with us.
Over the past year, we’ve grown really quickly, and with that came some unexpected challenges. It did lead to some bumps along the way, but we’ve been putting in a huge amount of work to improve every part of the experience.
We’re so glad to hear the pleated trousers lived up to your expectations. That’s what we’re aiming for every time. Thanks again for trusting us and for your continued support. It truly means a lot.
All the best,
NOVU team
Still haven't received????
I ordered clothing on March 3, 2025 in the amount of $188.82. I am abit concerned as I have yet to receive my product. Could someone advise me as I received an email advising it had been shipped on March 7, 2025. It is now March 26 and I have not received anything.
27. marts 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Vivian,
Thanks for reaching out. We've checked our records and couldn't find any orders under your details.
Please email us at support@no-vu.com so we can look into this further. Our team is ready to assist and make sure this gets sorted out for you.
Best regards
Dont buy
Dont buy! CUSTOMER SERVICE IS TERRIBLE AND DONT GIVE MONEY BACK! Lost €200,-
24. marts 2025
Uopfordret anmeldelse
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. marts 2025
Uopfordret anmeldelse
Besvarelse fra 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. marts 2025
Uopfordret anmeldelse
Besvarelse fra 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. marts 2025
Uopfordret anmeldelse
Besvarelse fra 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. marts 2025
Uopfordret anmeldelse
Besvarelse fra 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. februar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. februar 2025
Uopfordret anmeldelse
Besvarelse fra 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. februar 2025
Uopfordret anmeldelse
Besvarelse fra 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. februar 2025
Uopfordret anmeldelse
Besvarelse fra 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. februar 2024
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Virksomheder kan bede deres kunder skrive en anmeldelse ved hjælp af automatiske invitationer. Denne type anmeldelser handler om reelle oplevelser og markeres "Verificeret".
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