Customer Service


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) 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.

Jewelry, sunglasses, shoe care, hats, smallgoods handbags, evening handbags, socks and 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. Jewelry, shoe care, heel condoms, hats, smallgoods handbags, evening handbags, socks and merchandise on sale priced $25.00 and under cannot be exchanged for merchandise.

Returns and Exchanges 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)

1. Complete the Return & Exchange Form as instructed and enclose it with your return package.

2. Pack & seal the merchandise securely in a box.

3. Affix the return USPS label to the outside of the return package.

4. Drop off at any USPS location.

5. 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.

1. Follow the above return instructions.

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

NOVUSHOES Restock Fee

If you are not fully satisfied with your purchase, you can return your undamaged and unused item to us, within 30 calendar days from shipment for a full refund of the item according with our Return Policy. Your item must be returned in the original packaging, including any accessories and labels. You must also include the original receipt and the return/exchange form. Online and stores policies may differ.

Defective merchandise refers to all merchandise showing manufacturing flaws or defects. The term defective does not include or is limited to: 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.

Accessories, jewelry, sunglasses, shoe care, heel condoms, hats, small goods handbags, evening handbags, socks, and promotional gifts cannot be exchanged or return for a refund.

Any return for refund or exchange on merchandise of $25 or under may be subject to a 10% restocking fee unless defective or prohibited by law. This fee may be waived for the following reasons:

  • Carrier damage.

  • Unused defective and/or damaged product.

  • Product does not match advertising.

  • Received incorrect product.

  • Product was an extra item not ordered.

Note: Any return that is misrepresented, as being for any of the above reasons will automatically have the restocking fee applied even if it was initially waived.



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.


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