NÓVU Recensioni 815

Risposta di NÓVU

22 gen 2025

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

Risposta di NÓVU

22 gen 2025

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

Risposta di NÓVU

22 gen 2025

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,

Risposta di NÓVU

22 gen 2025

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

Risposta di NÓVU

22 gen 2025

Hi Apostolos,

Thank you for your feedback, and please accept our sincere apologies for the issues you’ve encountered with your recent order.

We truly value you as a longstanding customer and appreciate your loyalty to the brand. It’s disappointing to hear that our service has not met your expectations this time, and we are committed to resolving this matter promptly.

To address your concerns, please reach out to us directly at support@no-vu.com with your order details. Our team will prioritise your query and ensure this is resolved as quickly as possible.

Thank you for bringing this to our attention, and we look forward to making things right for you.

Best regards

Risposta di NÓVU

22 gen 2025

Hi David,

We’re sorry to hear about your experience and appreciate you sharing your feedback.

We want to assure you that we are not a scam company. NOVU has been a trusted brand since 2017, with over 100,000 happy repeat customers worldwide.

We have a dedicated customer support team operating around the clock to ensure all inquiries are answered without fail. If you did not receive a response, it’s possible that your inquiry did not reach our mailbox, and we sincerely apologise for any inconvenience this may have caused.

To resolve any outstanding issues, please contact us directly at support@no-vu.com, and our team will prioritise your case to ensure it is promptly addressed.

Thank you for bringing this to our attention, and we look forward to assisting you further.

Best regards

Risposta di NÓVU

22 gen 2025

Andrew,

We understand your frustration regarding the delay with your order during such a busy period, and we sincerely apologise for any inconvenience caused. We want to assure you that we are not a scam company and are committed to resolving this issue for you as quickly as possible.

Please reach out to our team at support@no-vu.com with your order details, and we will prioritise your query to ensure this is resolved promptly.

Thank you for bringing this to our attention, and we look forward to assisting you further.

Best regards

Risposta di NÓVU

27 gen 2025

Hi,

We're sorry to hear you're experiecing issues with your delivery reaching you. Please email support@no-vu.com and we'll do our upmost to resolve any issues.

Thank you

Risposta di NÓVU

22 gen 2025

Michael,

Thank you for bringing this to our attention, and we’re truly sorry for the frustration and inconvenience you’ve experienced.

After reviewing our records, we currently have no confirmation of your return being delivered back to us. We completely understand how concerning this is and want to assure you that we’re here to resolve this matter as quickly as possible.

To help us investigate further, please email us at returns@no-vu.com with your order number and the tracking details you’ve mentioned. We will prioritise your case and ensure it is resolved promptly.

We appreciate your patience and hope to make things right for you.

Best regards

Risposta di NÓVU

22 gen 2025

Hi there,

We’re truly sorry to hear that you’ve been let down and want to apologise for the inconvenience caused.

We’re grateful for your loyalty and love for NOVU over the years, and it’s disappointing to hear that this experience has fallen short of expectations.

During the busy holiday period, we shipped out thousands of orders, but unfortunately, a small number of parcels experienced tracking malfunctions with Royal Mail, which led to delays. We completely understand how frustrating this must have been, especially during the holiday season.

Please reach out to us directly at support@no-vu.com with your order details, and our team will prioritise resolving this issue for you. We truly appreciate your support over the years and hope to have the opportunity to make this right.

Best regards

Risposta di NÓVU

27 gen 2025

Hi,

We're sorry to see your review. Please reach out to support@no-vu.com and our team will be on hand to assist.

Thank you

Risposta di NÓVU

22 gen 2025

Dear Sara,

We’re sorry to hear about your experience, but we’d like to clarify some points that may be misleading.

Firstly, we currently have no record of an order under your name. We kindly ask you to contact us at support@no-vu.com with your order details so we can promptly investigate and resolve any concerns.

In terms of our policies, we always offer a full refund for items returned within 14 days of delivery. As an additional option, we provide the flexibility of exchanges, store credit, or gift cards, similar to many other retailers. These options are in place to accommodate various customer preferences.

We sincerely apologise if the item you initially wanted was out of stock. We understand how disappointing this can be, and we’re working to improve our communication and inventory systems to minimise such occurrences.

We encourage you to reach out so we can assist you further and ensure your concerns are addressed.

Best regards

Risposta di NÓVU

27 gen 2025

Hi Joe,

Thanks for the great review! We're thrilled to hear that you're satisfied with the service you've received. We'll be sure to pass on your kind words to Junessa.

If you need any further support we're always on hand via support@no-vu.com.

All the best

Risposta di NÓVU

10 gen 2025

Hi Bleau,

Thank you for sharing your feedback. We understand how frustrating this experience has been for you, and we sincerely apologise for any inconvenience caused.

To clarify, the tracking information for your order shows that the parcel was delivered and signed for at the address you provided. Unfortunately, during the busy Christmas period, a small number of parcels encountered issues at Royal Mail’s sorting centres, which caused delays and inconsistencies with tracking updates. We ensured that all affected customers, including yourself, were kept informed via email, and we did everything we could to work with Royal Mail to resolve these issues as quickly as possible.

We genuinely share your frustration with this situation and regret that it caused so much disappointment. That said, we want to assure you that NÓVU is not a scam. Since 2017, we’ve served over 100,000 happy, repeat customers, and we are proud of our long-standing reputation as a trusted brand.

While this situation was beyond our control, we take full responsibility for ensuring better communication and customer experiences in the future.

Once again, we’re very sorry for any inconvenience caused, and we appreciate your understanding. If there’s anything further we can do to assist, please don’t hesitate to reach out to us directly.

Kind regards

Risposta di NÓVU

26 dic 2024

Dear Benj,

Thank you for your feedback. We understand your frustration regarding your order and would like to provide some clarity.

The items you ordered were advertised with a 7-14 business day processing time, clearly outlined online for customers to review before placing an order. This timeframe was especially important during the busy holiday season to help manage expectations.

However, just four days after your order was placed, our team began receiving threatening and hostile messages from you and your family members, including demands to involve the police. These interactions escalated and continued over the following weeks, including on Christmas Day. While we worked to offer assurances and address your concerns, the continued nature of these communications left us with no choice but to cancel your order to protect the well-being of our staff.

We believe we were transparent in communicating our shipping times and acted professionally in handling your order. While we value feedback and aim to resolve customer concerns constructively, we cannot tolerate abusive behaviour or threats directed at our team.

If you wish to discuss this matter further in a respectful manner, please reach out to support@no-vu.com, and we will assist you accordingly.

Thank you for your understanding.

Kind regards

Risposta di NÓVU

26 dic 2024

Chris,

We’re sorry to hear about your experience and would like to address your concerns directly.

Firstly, we want to assure you that we have an entire team working around the clock solely dedicated to customer support. We are currently operating on a response time of under 24 hours, even during this busy holiday season. We’ve worked hard to ensure we’re prepared for the high volume of inquiries, so it’s unusual to hear that your emails may have gone unanswered.

One possibility is that repeated emails may have inadvertently pushed your ticket to the bottom of the queue, which can happen when our system detects multiple follow-ups. To resolve this quickly, we urge you to contact us directly at support@no-vu.com and include your original inquiry details so we can assist you promptly.

Regarding your comment about refunds, we want to clarify that this is misleading. We clearly advertise on our website that orders can be refunded within 14 days of delivery, provided they meet the conditions outlined in our return policy. We are committed to honoring this policy for all eligible returns.

Lastly, we also want to emphasise that we are not scammers. NOVU has been an established brand since 2017, proudly serving over 100,000 happy repeat customers. We are dedicated to resolving any issues our customers face and ensuring their satisfaction.

Thank you for bringing this to our attention, and we look forward to resolving this matter for you as soon as possible.

Kind regards

Risposta di NÓVU

26 dic 2024

Danny,

Thank you for your feedback, and we’re sorry to hear about your experience. We want to address your concerns directly.

Firstly, we assure you that responding to our customers is always a priority. We currently operate with a dedicated support team and a response time of under 24 hours. If your emails have gone unanswered, we encourage you to contact us again at support@no-vu.com so we can assist you promptly.

Regarding your order, we’d like to clarify that during peak periods, some orders may take longer to ship due to high demand. While this is not ideal, we work hard to ensure all orders are processed as quickly as possible. If tracking updates are delayed, this can often be due to courier network issues, which we are actively working to resolve.

We sincerely apologise for the frustration caused and are committed to resolving this matter for you. Please reach out so we can investigate your specific case and provide a resolution.

Kind regards