Refund policy

Returns & Refunds

We hope you love your NØVEM pieces. If something isn’t quite right, we’re happy to help.

Returns

You may request a return within 30 days of receiving your order, provided the item meets the conditions below.

Items must be:

Unworn and unused
In their original condition
Free from marks, stains, perfume, makeup or other signs of wear
Returned with all original tags attached
Returned in the original packaging where possible

For hygiene reasons, certain items may not be eligible for return where they have been worn or used. This does not affect your statutory rights in relation to faulty, damaged or misdescribed goods.

We reserve the right to refuse a return or make an appropriate deduction from a refund where an item has been handled beyond what would reasonably be permitted in a shop and this has reduced its value.

Your statutory cancellation rights

When you purchase from NØVEM online, you have a statutory right to cancel your order within 14 days of receiving your goods, without giving a reason, subject to any applicable legal exceptions.

If you exercise this right, you must let us know within the 14-day cancellation period. You then have a further 14 days to return the goods.

You are responsible for the cost of returning unwanted goods unless we have agreed otherwise or applicable law requires us to cover the cost.

You may handle the goods as reasonably necessary to establish their nature, characteristics and functioning, in the same way you would be able to in a shop. If the goods have been handled beyond this and their value has been reduced, we may make an appropriate deduction from the refund where permitted by law.

This statutory cancellation right is separate from NØVEM’s 30-day commercial returns policy.

How to request a return

If you have a NØVEM customer account, you can request a return through your account.

If you are unable to access your account or need assistance, please contact us at hello@wearenovem.com.

Please do not send an item back without first submitting a return request and receiving instructions from us, unless you are exercising a statutory cancellation right and have otherwise clearly notified us of your cancellation.

Return postage

For unwanted items or returns made under NØVEM’s 30-day commercial returns policy, return postage is the responsibility of the customer, unless otherwise stated by NØVEM.

If an item is faulty, damaged or not as described, please contact us before returning it. Where we are responsible for the issue, we will arrange an appropriate resolution in accordance with your statutory rights.

Refunds

Once your return has been received and inspected, we will confirm whether your refund has been approved.

Approved refunds will be issued to the original payment method.

For statutory cancellations, we will refund the applicable amount within the timeframe required by law. This includes the cost of standard delivery originally paid by the customer, where applicable. If a customer selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option offered.

For NØVEM’s 30-day commercial returns, refunds will be processed once the returned item has been received and inspected.

Please allow a reasonable processing period for your refund to appear in your account, depending on your payment provider.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or you receive the wrong item, please contact us as soon as possible at hello@wearenovem.com, including your order number and photographs where appropriate.

We will assess the issue and provide an appropriate resolution in accordance with your statutory rights.

Nothing in this policy limits your legal rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods. UK consumer law provides protections for goods that are not as described, are not of satisfactory quality or are not fit for purpose.

Exchanges

We do not currently offer direct exchanges through our returns service.

If you require a different size or colour, you can return the original item and place a new order for the item you would like.

Your statutory rights are not affected.

Sale items

Sale items are eligible for return under the same conditions as full-price items unless an item is specifically identified as final sale.

Your statutory rights are not affected. Sale items retain the same statutory protections as full-price items.

International returns

International customers are responsible for return postage for unwanted items or changes of mind, unless applicable law requires otherwise.

Customers may also be responsible for any customs duties, taxes or other charges associated with returning an item where permitted by applicable law.

Your statutory rights

Nothing in this policy limits, excludes or restricts any rights you have under applicable consumer protection law.

For customers in the UK and European Union, statutory cancellation, refund and consumer rights apply in addition to NØVEM’s commercial returns policy.

If you have any questions about a return or refund, please contact us at:

hello@wearenovem.com