NÓVU Avis 807

The quality of clothing is actually good. the delivery takes about a month when I live in England and it’s an English company. I stupidly ordered again forgetting how long it takes so it’s my own mistake.
Worst delivery service ever

AVOID AT ALL COSTS
I ordered some goods from them in 2024 as they promised fast delivery to the UAE. The products eventually arrived after 4 weeks with much chasing from me.
I stupidly gave them another chance at the start of March, at the time of writing still no goods have arrived (6 weeks and counting) and they refuse to refund me because the claim their courier can't find the goods!
I have been chasing them every few days, last week they apologised and offered me a full refund, I accepted, then they changed their mind and said "they can't refund until their courier can find the goods and return them"
You simply couldn't make this up - terrible, customer service and completely illegal to fail to provide me the goods I have paid them for and also refuse to refund me. Currently have no clothes and no money!

Great brand love their service and quality of their garments, will definitely be purchasing repeatedly.

Worst customer service I have ever had. Not one for leaving reviews but I had to on this brand. I ordered two sizes medium and large. Tried the medium on which was slightly over sized so never bothered trying the large on. I then returned the large with original packing, label still attached and never left the bag that it was sent in. NOVU then came back to me to say the shirt had a smell of odour and they would not be returning my money. Absolute shambles of a company especially from a returning customer I will never buy anything again. Avoid!

I have been buying from Novu for the past 3 years. The delivery is extremely quick. I love the fit of the items. It is one of my favourite brands.

Made an order in October of 2024 returned a few items and have a picture of it being signed for at the warehouse with other packages visable in the background. Multiple emails on a monthly basis with minimal response which what seems like an AI response stating they are trying to locate the parcel. Over £180 owed. Seems like the do it to many customers. Should be reported to trading standards. Order at own risk

Great men’s designer brand with great quality and a eye for detail

If I could give them 0 I would. I have been owed £180 for a refund for 2 months now and they are ignoring every single message and email I send

As someone who has four pairs of their pleated trousers, the new pleated trousers are literally unusable, I am a 5 ft 6, the length if fine but the pockets are RIDICULOUS, you can not get your hand in them at all it’s obscene.. the material is sooo much cheaper and easy to scag, the waist band will not stay a moment without flipping around inside meaning you have to spend ages fiddling to un-flip the internal band, the draw strings constantly pull back into the waste band as well and they’re not even long enough to use, clearly they’ve tried to do a cheap job on this line not they’ve got a small customer base - such a shame! Worthy of your money back honestly

Nooit geld terug gekregen na retour omdat het pakket niet bij ze is aangekomen. Niet mijn fout?

My experience with Novu’s returns process has been extremely frustrating and unnecessarily prolonged.

I returned two items using their provided return label, which I was charged £5 for. Despite returning the items promptly, weeks passed without any clear resolution. I repeatedly had to chase their support team for updates, and most responses were generic, delayed, or failed to answer the specific questions I asked.

At one point, they stated they were waiting on Royal Mail, but there was no proactive effort to resolve the situation or offer a reasonable timeframe. Even after escalating the matter, I continued to receive vague responses such as “awaiting a decision from management,” with promised timelines repeatedly missed.

What was most disappointing was the lack of ownership and urgency. As the customer, I had fulfilled my obligations by returning the items using their label, yet I was left waiting weeks with uncertainty about whether I would receive a refund or exchange.

Eventually, they agreed to process a refund, but only after persistent follow-ups and the threat of a chargeback.

Overall, the experience was stressful, time-consuming, and not what you would expect from a reputable brand. Based on this experience, I would not purchase from Novu again.

Great service with excellent communication and very quick responses!

I shop here on a regular basis and would highly recommend,

Asked for next day delivery and the email came back quick and did exactly what I asked for

Customer service is non existent. Sent three emails within the month - no reply. Had to contact them via Instagram.

I created a return label within the return window, but due to personal reasons, was unable to return.

I’ve been shopping here for years but now, I’d avoid like the plague. They’re greedy.

EDIT - seems like they responded.

Let's make this clear.

I emailed the correct customer service email (there is only one) on

1. 06/01/2026 - two days aftet the return window expired.

2. I followed up on 14/01/2026 - no response.

3. 03/02/2026 - no response.

They are absolutely bullshitting, not seeing my email, as this is the same email I used to previously speak to them. They are not on top of their customer service, hence this issue.

AVOID.

Excellent quality for the price. Have brought for many years and will continue to.

I've ordered a few times from them, and the quality of the items has been really, really great each time, and each time the delivery was also on point. The only time I had an issue with returning an item, Jim from their customer support team was fantastic in resolving the issue quickly. I would really recommend!

Novu are excellent. Bought a few bits from the Black Friday sale ahead of my holiday to Dubai. One of the items wasn’t in stock and was showing delivery at a later date (I’d have been away by then) I reached out to them to ask them to post to Dubai if possible. They said no need and expedited for next day delivery so managed to get it in time before I went away! Secondly, I had ordered a luxe T-shirt which unfortunately came with a quality issue. I requested an exchange for another one as I really liked the T-shirt. Returns process was smooth and received confirmation that my replacement was on the way at no extra charge. Top quality products, even better customer service.

The customer service from NOVU is literally second to none, best I’ve ever had in terms of helping the customer and giving them the the best support whether that be, returning items or buying items. I will definitely be buying from NOVU in the near future. Great brand.

I was considering placing an order with this company after hearing positive feedback. However, I was unable to find a size guide on the website, which caused some uncertainty. I am also concerned about the returns policy, as it appears to be inconsistent with the Consumer Rights Act for distance selling. In particular, the requirement for customers to pay return fees for items sent back to the warehouse raises concerns, as does the lack of clarity around refunding postage costs. Based on these issues, I have decided not to proceed with a purchase at this time.

I love this brand, and have been ordering from them for years. At the back end of 2025, I was in Australia and ordered a parcel from the UK. Unfortunately, the items were slightly too small for me so I got in contact with the Nova Support team to understand my options. Due to the extremely high cost of sending parcels from Australia to the UK, I requested to return the parcel 3 months after it has been delivered on the basis the tags would still be on the items, and they were unused. Jim from NOVU support was EXCELLENT. He assured me that this was possible, and to return the parcel when I returned to the UK. The parcel has since been returned, and my store credit has been issued. Top class customer service from NOVU and Jim in particular. Thanks guys, one of many ways to keep loyal customers!