Return policy (Online purchases)

Merchandise must be unworn, in new condition, and contain all original packaging, including attached tags and labels as well as the original receipt. All items will be thoroughly inspected before returns are processed.

Merchandise must be sent via USPS (United States Postal Service) parcel service within 30 days of the date of purchase. Returns will be processed within 10 business days from the date the item is received at our warehouse. Once the return is processed you will be notified via email. When requesting a refund, transactions will be processed using the original form of payment. The value credited shall be equal to the value paid, and the transaction shall be conditioned in accordance to the stipulations of the original offer. Shipping fees are non-refundable.

Merchandise on sale priced $25.00 and under cannot be returned for a refund. Gifts Cards are non-refundable and cannot be exchanged for merchandise.

Contact us via email at customerservice@novushoes.com or call 1 888 530 4546 to receive your RMA (Return of Merchandise Authorization).

Exchange policy (Online purchases)

We will gladly exchange merchandise as long as it is unworn and in its original packaging with all tags and labels attached with the original receipt. After receiving and evaluating the exchange merchandise, the customer has to pay the shipping fees of the new article. Contact us via email at customerservice@novushoes.com or call 1 888 530 4546 to receive RMA (Return of Merchandise Authorization).

In the event of an exchange of merchandise purchased on sale or by means of any other promotional offer, the value credited shall be equal to the value paid and the transaction shall be conditioned in accordance to the stipulations of the original offer. Merchandise on sale priced $25.00 and under cannot be exchanged for merchandise.

Returns and Exchan ges for reasons of defect (Online purchases)

All returns and exchanges must take place within 30 days of the original purchase. In the case of returns and exchanges due to defective merchandise the customer will be offered one of the following alternatives by agreement between both parties: merchandise repair, exchange, gift card or a refund equal to the value paid with the payment method used for the original transaction.

Defective merchandise refers to all merchandise showing manufacturing flaws or defects. The term defective does not include flaws arising from excessive or improper use, scratches, worn or faded soles, damage or loss of ornaments, faded merchandise, merchandise that stains the skin or stockings, discomfort, or incorrect size.


Returns to warehouse (Online purchases)

• Complete the Return & Exchange Form as instructed and enclose it with your return package.
• Pack & seal the merchandise securely in the original box.
• Affix the return USPS label to the outside of the return package.
• Drop off at any USPS location.
• Refunds will be issued in accordance to the original form of payment. Depending on your bank’s processing time, refunds may take up to 2 billing cycles to be credited to your account.

Exchanges (Online purchases)

All exchanges are subject to availability. By the time your exchange order is processed, the item(s) you have requested may be sold out completely.
Follow the above return instructions.

Once your order has been shipped you will receive a confirmation via email.

Return & Exchange Policy (stores)

New merchandise can be exchanged within the first 30 days of purchase with a valid receipt of purchase. In case of a return we will gladly issue a gift card equivalent to the amount paid in the receipt.

Merchandise purchased at novushoes.com may be returned or exchanged in stores within 30 days of purchase with the original receipt. Returns shall be compensated with store gift cards equivalent to the value paid for the merchandise. In the case of returns or exchanges due to defective merchandise the customer will be offered one of the following alternatives by agreement between both parties: merchandise repair, exchange, gift card or a refund of the value paid to be processed in accordance with the payment method used for the original transaction.

Merchandise purchased at novushoes.com may be returned or exchanged within 30 days of purchase with the original receipt. Returns shall be compensated with store gift cards equivalent to the value paid for the merchandise. In the case of returns or exchanges due to defective merchandise the customer will be offered one of the following alternatives by agreement between both parties: merchandise repair, exchange, gift card or a refund of the value paid to be processed in accordance with the payment method used for the original transaction.

Defective merchandise refers to all merchandise showing manufacturing flaws or defects. The term defective does not include flaws arising from excessive or improper use, scratches, worn or faded soles, damage or loss of ornaments, faded merchandise, merchandise that stains the skin or stockings, discomfort, or incorrect size.

Gift Cards
Gift cards are valid since the moment of issue for a period of six month and will be applied to the bearer. In case of loss or theft the original purchase receipt is required to replenish a new gift card with the original dollar amount. Gift Card purchases cannot participate in discounts and promotions.

Merchandise Credits
Merchandise Credits are valid since the moment of issue for a period of six month and will applied to the bearer. Merchandise credits do not expire and belong to the bearer. They cannot be cancelled, replaced or transferred.