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.
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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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. januar 2025
Uopfordret anmeldelse
Besvarelse fra 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!
ON GOING DISPUTE SINCE NOVEMBER! STILL NOT RESOLVED.
On going dispute with company and Klarna, regarding charge back.
Has been on going since 5th November with all proof of postage and returns.
Now recieved an email today stating they no longer use Klarna and cannot refund to original payment method.
Offering me a store credit and I haven’t paid anything? it’s done via Klarna 30days.
Just please everyone avoid this company they will not refund you if anything is wrong, and just try to fob you off.
Before you buy have a good look at the reviews
24. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Dear Michael,
Thank you for your feedback. We’d like to address your concerns and clarify the situation.
You used our returns portal and simultaneously opened a dispute with Klarna before we even received the returned goods. When a dispute is initiated, the matter is taken out of our hands, and we are unable to process any form of refund directly. The resolution and decision then lie solely with Klarna, and their process can take up to 120 days to reach a conclusion.
Our team reached out to you via email shortly after your return request to explain this process and provide clarification. We understand how frustrating this can be, but once a dispute is opened, we must adhere to Klarna’s resolution process.
We’re committed to helping resolve this as soon as possible, and we encourage you to continue working with Klarna on this matter. Should you have further questions, feel free to reach out to us at support@no-vu.com.
Best regards
Fraud company
I bought the product on 2nd December as a birthday gift for my boyfriend. The delivery time was 5 to 7 business days. The order did not arrive, and they replied to my email saying it was already at the post office, but I was never able to track the parcel because the tracking code was fake! I waited another 10 days, and still, the order didn’t arrive. I sent another email, and they replied saying the order had been returned but that they would resend it using a faster postal service, which usually takes a maximum of 3 working days within the UK. Another 10 days passed, and still nothing. I sent several emails, and they did not reply.
On 10th January, I sent an email saying that if it didn’t arrive by the end of the day, I would want a refund. They didn’t respond. I sent another email on 13th January once again requesting a refund, but once again, there was no response. I sent another email on 17th January, again requesting the refund, and they only replied on 22nd January, saying they would not issue a refund.
Today, it has been 53 days since the purchase, and it’s clear this company is a fraude!
2. december 2024
Uopfordret anmeldelse
Besvarelse fra NÓVU
Dear Keyla,
We’re very sorry to hear about your experience and would like to clarify what happened while addressing your concerns.
Your order was placed during our Black Friday period, when it was clearly advertised that delivery times may be impacted due to high demand. Unfortunately, during this busy season, a small number of parcels went missing within the courier’s network. We sincerely apologise that your order was one of those affected.
As soon as we became aware of the issue, we sent out a replacement order using a faster postal service to ensure you received your items. According to tracking information, this replacement parcel has been successfully delivered.
We deeply regret the delays and lack of communication you experienced during this process and want to make things right. Please reach out to us directly at support@no-vu.com, and we will be happy to assist further.
We truly value your feedback, as it helps us improve our processes to provide better service in the future.
Best regards
Likely to not receive your full order.. no refund
Nice clothes, terribly run company. Ordered 3 items, 1/3 didn’t send (main item), did not bother to inform me would be the case, did not give me choice to cancel, let me pay for all 3+ delivery and then post delivery offered a gift card for value of item they did not actually have in stock? So now I have to purchase something I don’t want + delivery charges or lose my money. Blackmailing customers, nice ! Disagreed with this “solution” so they have not replied since. There way or high way.
Returning customer, seems from all their ratings this was only a matter of when not if
6. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Aidan,
Sorry to hear about your experience. We’d like to clarify that your order was placed using a gift card, and unfortunately, the Atelier Jacket was out of stock.
We sincerely apologise for the disappointment caused by this, as we know how important this item was to you. As a resolution, the value of the missing item was refunded to you on a new gift card.
Our customer support team has communicated this with you via email and provided details about the resolution. We understand this may not have been the outcome you were hoping for and apologise for any frustration caused.
If there’s anything further we can assist you with, please don’t hesitate to reach out again at support@no-vu.com. We remain committed to resolving any concerns.
Best regards
Ordered early December and still not…
Ordered early December and still not received my order which said 5-7 days, bought for a Xmas/ new years event. I have been emailing them but now they won’t respond. Last contact was 6th Jan when they said they would send out another item as tracking still not available. Very poor service and the products are not cheap for this type of service. Will use a different brand in the future - order #172058
21. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Nicholas,
We're sorry to see this review. Your order delivery failed to incorrect address details and was returned back to us. Please contact support@no-vu.com with your order number and address and we'll ensure your order is reshipped urgently at no further cost.
Best regards
Customer service is absolutely shocking…
Customer service is absolutely shocking they just don’t get back to you. I bought some pants just before Christmas ( took over two weeks to come) worn 3 times and they have gone all bobbly, emailed a week ago and still no reply.
13. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Andrew,
We’re sorry to hear about your concerns. To clarify, your order was placed during our Black Friday event, where we clearly stated that due to high order volumes during the festive period, processing times would be extended to 7–14 business days, with standard shipping times applying afterward. This information was displayed on our website prior to ordering.
Additionally, the tracking information confirms that your order was delivered within the advertised timeframe.
Regarding the item you purchased from our Signature Range, we want to reassure you that this collection has been a best-seller since 2020 due to its quality and design. Pilling, however, is a natural occurrence in woven fabrics caused by friction during wear. It does not reflect a defect in quality and can be easily removed using a fabric comb or sweater shaver.
We apologise for the delay in responding to your email. Our team has been managing a high volume of inquiries, but we will ensure your concern is addressed promptly.
Thank you for your understanding, and we appreciate your support.
Kind regards,
Awful service
I ordered some clothing on the 27th of December, no one has got back to me regarding my things, Royal Mail haven’t even got the parcel, I regularly order from this company and they treat the customers so poor, where is my order??
27. december 2024
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Jay,
Please reach out to support@no-vu.com with your order number and we will prioritise resolving this issue for you.
Thank you
Still waiting for the items I ordered…
Still waiting for the items I ordered on 4th December, support claim I’ve received when I evidently haven’t.
4. december 2024
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Jake,
According to the tracking information your order was delivered and signed for at your address back in December.
Please reach out to support@no-vu.com if you need any further assistance with this.
Best regards
I am not one to write a review but I…
I am not one to write a review but I have never experienced customer service quite like this! I have been speaking with Jim from the support team. He takes 5/6 days to reply to an email. I ordered some items on Black Friday and they have still not been shipped. Requested a refund due to the timescales and my request was declined due to a policy which is not stated on the website, nor can they give me evidence to back it up. I would avoid this company at all cost! The reviews on here clearly say alot about the company and clearly very poorly run! Save your money and go with a different brand
16. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Jack,
We're sorry to see your review. Unfortunately, we were unable to ship your order as 2 different addresses were used when placing the order - a UK address & UAE address.
Our team reached out to confirm which address you would like your order shipped to and you confirmed the UAE address, which requires additional shipping charges. We sent you a payment link for the extra shipping but unfortunately the invoice payment was never settled. We refunded your order instead.
If you need any further support, please reach out to support@no-vu.com.
Thanks
Avoid this company at all costs
Avoid this company at all costs
Have been waiting 2 weeks for them to deliver my parcel through Royal Mail. The tracking says waiting to receive parcel.
Novu have a support email which will just ignore you. Total disregard for the customer. Company should be binned.
3. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Hi Jonathan,
We’re sorry to hear about your experience and would like to provide some clarity.
The items you ordered were clearly advertised online with processing times of 7–14 business days, which you could review prior to placing your order. Standard shipping times would then apply after the processing period.
Unfortunately, before we had the opportunity to ship your order, a chargeback was opened against it. As a result, we were unable to proceed with shipment. However, a full refund was promptly issued to your original payment method.
If you have further questions, please don’t hesitate to reach out to support@no-vu.com.
Best regards
Seems to be a common theme here around…
Seems to be a common theme here around the customer service being absolutely horrific. I can add to that. Avoid this company like the plague. The service is diabolical. There was nothing about end of the season items being non refundable (credit only) and now they won’t deal with my return. So I’m left with £400 worth of clothes I don’t want.
16. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Marc,
We’re sorry to hear about your experience, however we would like to clarify some points to ensure there is no misunderstanding.
We offer a clear and transparent return policy, which includes a full refund for items returned within 14 days of delivery. Additionally, we provide the option of store credit or exchange for greater flexibility. You are fully entitled to choose a refund if that is your preferred solution, and we’re happy to assist in processing this.
If there has been any miscommunication or delay, we sincerely apologise and encourage you to contact our customer support team at support@no-vu.com, so we can promptly resolve this for you.
Thank you for bringing this to our attention, and we hope to assist you further.
Best regards
NOVU SUCKS
I very horrible experience from this clothing brand that doesn't even have great quality for the price the offer.
It took 3 weeks to receive the order from England (probably China).
I decided to send back the order, had to pay $30 for a return after Overpaying for these products and was told i would Not get a refund but a store credit. What a scam! After going back and forth and complain about their service and that i would contact my bank they said ok we will refund you.Then 16 days later i asked where my refund is , No reply. Had to escalate to my bank and then got a reply by them that now the bank will take over the case.
NEVER EVER EVER AGAIN.
STAY AWAY FROM NOVU!
27. november 2024
Uopfordret anmeldelse
Besvarelse fra NÓVU
Dear Nikos,
We’re sorry to hear about your experience, but it’s important for us to address several points for accuracy and clarity:
Your order was placed during our Black Friday event, where our website clearly stated that orders may take 7–14 business days to process, with shipping times applying thereafter. As the order was shipped to the USA, extended transit times were expected. Your order was delivered within the advertised timeframe.
Our products are not manufactured in China. We take pride in producing all our garments in Europe, primarily in Portugal and Italy, with highly reputable factories. However, it’s worth noting that many world-renowned luxury brands work with skilled factories in China, reflecting their exceptional craftsmanship.
We offer a full refund for items returned within 14 days of delivery, as per our policy clearly outlined on our website. We also provide the option of exchange or store credit if these better suit the customer. Your comments on this matter may have been misleading, as our refund policy is both fair and transparent.
In this instance, we agreed to issue a refund after your concerns, but this process was complicated when a chargeback was filed for the full order value, despite two of the four items being retained by you and not returned. This required us to provide evidence to your bank, delaying the resolution timeline.
We appreciate all feedback as it helps us grow, and we hope this provides clarity on the situation. Our commitment remains to deliver high-quality craftsmanship and excellent service.
Best regards,
DO NOT ORDER
Do not bother wasting your money with these guys. Ordered on black Friday, and took over 4 weeks for my order to arrive, passing the Christmas deadline. They turned up and, for the price you pay, the quality was awful.
Asked to return for a refund and was denied, stating they will only give out store credit due to them being in the sale which was not stated on the returns information on the items description.
Then charged an extra £3.99 for a return label which I did not even have and they've now stopped answering my emails.
Poor service, and not happy at all.
15. januar 2025
Uopfordret anmeldelse
Besvarelse fra NÓVU
Dear Maddy,
We’re sorry to hear about your experience and would like to provide some clarity regarding the points you’ve raised:
Your order was placed during our Black Friday event, a period with high demand. Despite this, your order was dispatched on December 10, 2024.
Tracking information shows there was an issue at the Royal Mail hub, which regrettably caused some delays outside our control. However, the parcel was still delivered within the advertised timeframe outlined on our website.
To accommodate the holiday season, we extended our returns policy to allow items to be returned by January 8, 2025. Unfortunately, your return was not posted until January 15, 2025, which is significantly beyond both the standard and extended return windows.
We aim to provide a seamless return experience through our “drop and go” system, which includes the option to purchase a return label for £3.99. This approach is designed to streamline the process, similar to practices followed by other major retailers like Zara. We understand this may not have met your expectations, but it is clearly outlined in our returns policy.
We regret that your experience did not meet your satisfaction, but we hope this explanation provides clarity. Our goal remains to deliver high-quality products and exceptional service, and we appreciate your feedback as it helps us improve.
If you have any further concerns or questions, please reach out to our customer service team at support@no-vu.com
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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