Awful company Still waiting for refund 5 weeks later. This is a common complaint when you read reviews. Dont bother there are plenty of other clothes providers that act properly. Absolutely diabo... Leggi di più
Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
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Exceptional customer service. Both Jim & Carla dealt with my order and were fantastic. Replied via email and instagram quick, helped resolve my problem, were understanding. The customer service has ma... Leggi di più
Userd to be fine but been waiting now 4 weeks for 2 orders and customer support sends some ai generated reply.Its a shame.Latest automated reply says they have stock stuck in customs but one of my ord... Leggi di più
Really impressive clothing, fantastic fits especially the new summer range. My holiday suitcase is pretty much all Novu! I’ve noticed a real improvement with the level of service recently, which admit... Leggi di più
Dettagli dell'azienda
Scritti dall'azienda
Founded in 2017, NÓVU is a contemporary ready-to-wear fashion brand born in the United Kingdom and operating worldwide. We specialize in offering ready-to-wear menswear, footwear, and accessories that embody timeless design and cater to the modern-day man. With over 100,000+ happy repeat customers who share our passion for elevated and sophisticated style, our brand ethos is centred around designing high-quality, standout pieces that leave you feeling confident and unique. Our passion for product is at the heart of everything we do, ensuring each piece reflects a dedication to quality, style, and sophistication. Recently, we’ve experienced a significant explosion in growth, which has contributed to some delays and a few less-than-ideal reviews due to high order volumes. We want to assure our valued and potential customers that we are committed to addressing these challenges, improving our processes, and maintaining the high standards you expect from us. If you have any concerns or need assistance, please don’t hesitate to reach out to us at support@no-vu.com—we’re here to help and ensure your experience with NÓVU is nothing short of exceptional.
Informazioni di contatto
Regno Unito
- support@no-vu.com
- novucollection.com
2,9
Nella media
815 recensioni
Ha risposto al 50% delle recensioni negative ricevute
Solitamente risponde entro 1 settimana
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Brilliant customer Service
I ordered a jacket for my partner but was worried it wasn’t going to come in time for Christmas. I expressed my concerns to the team and I received a very prompt message alleviating my concerns and reassuring me that they will send this over first class so I receive it in time. Brilliant customer service. Can’t wait to receive my order. Will be ordering more pieces soon! Special thanks to Jim. :)
18 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Angharad,
Thank you for the lovely feedback, we’re so glad we could help put your mind at ease. We’ll be sure to pass your kind words on to Jim.
We hope your partner loves the jacket, and we look forward to welcoming you back soon.
Wishing you all the best for the holidays and the new year!
NÓVU Team
Feedback on order
I had some issues with my order which was dealt with by Jim who was very helpful. I ended up cancelling my order out of frustration and being impatient and then having a change of heart when all the time Jim stayed calm, professional and helpful and fulfilled my requests.
Jim was always responsive an happy to find a solution. I will always go back to Novu.
Thanks Jim.
16 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Mark,
Thank you for taking the time to share this, we’re really glad Jim was able to support you and get everything resolved. We’ll be sure to pass on your kind words to him.
We truly appreciate your patience and your continued support.
Wishing you all the best for the holidays and the new year!
NÓVU Team
Great products and excellent service
Made a second purchase on Novu during the Black Friday Sale after buying some shorts in the summer.
The experience was pretty seamless, purchased a few items including a mix of sizes and colours to try on and check at home. They came as described, good communication and pretty prompt delivery.
I needed to send 1 item back, this was the weakest part of the transaction as the website made the return complicated with what appeared like the only option was for Store Credit. And after retunring the item a few days later i received an email confirming the return had been received back and a store Credit had been created.
I emailed the Customer service dept to request this changing to a Refund to my Credit Card as the original method of payment. And to be fair within a couple of days they responded and this has now been actioned. I was expecting a battle over this but was straight forward in the end. (as it should have been)
The only complaint is the initial return online as this didn't appear to offer options for method of return processing...
Other than that items are good, so happy....
15 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Tim,
Thanks for the great feedback and for shopping with us again, we really appreciate it.
We’re glad you’re happy with the items and service, and thank you for flagging the returns experience. We’re working on making this clearer and easier. Happy we could resolve the refund quickly for you.
Wishing you all the best for the holidays.
NÓVU Team
Incredible customer service
Incredible customer service, with quick response times and more than reasonable solutions.
15 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Will,
Thank you for the kind words, we really appreciate it. Glad we could help and get things sorted quickly.
Wishing you all the best for the holidays and the new year!
NÓVU team
Brilliant and polite communication…
Brilliant and polite communication throughout. Huge shout out to Jim on the customer service support team. The quality of the products is very luxe, will order again.
15 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Cat,
Thank you for the positive review! We're pleased to hear that your experience was a smooth one and that Jim from customer support was helpful in getting your queries resolved, and more so that you love our products.
We look forward to welcoming you agains soon! If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
I was novu’s first ever customer in…
I was novu’s first ever customer in 2017 and I’ve never looked back since! The quality of the clothing is exceptional and I’ve been with the brand ever since!!
12 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Harry,
Wow! Thank you for the great review. We absolutely love to hear that you have been with us since day 1, that really means everything to us.
Thank you so much for your continued support over the years. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great quality of clothing and great…
Great quality of clothing and great customer service. Highly recommend
12 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Ben,
Thank you for the great review, We're pleased to hear you think the quality of our clothes are great and that customer support were helpful.
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great quality clothing!
Ordered some clothes for my partner, fantastic quality clothes that I can tell will last for a long time! Great customer service, and clothes arrived as per the delivery time set out on the website!
Will definitely be ordering more in the future ☺️
12 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Emily,
Thanks for the wonderful review. Great to hear that you chose NÓVU for gifting your partner this year, we hope that they love the pieces you picked up!
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Not only are the clothes and website…
Not only are the clothes and website fantastic - Jim in customer service gives me the upmost confidence and trust to continue shopping at Novu
12 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Bradley,
Thank you for the positive review. We're pleased to hear that you love the clothes & our website, and more so that Jim in customer support was helpful.
We look forward to welcoming you agains soon. If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
happy customer
I had made a mistake on my order from Novu collection and novu could have dismissed this as this was my fault. However the customer service team were quick to amend my mistake. Been a customer with novu since 2019 and the quality and style of clothing is always impeccable. Always a happy customer
12 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Fraser,
Thank you for the superb review. We're pleased to hear that your query was resolved quickly, and even more so to hear you've been with us since 2019!
Thank you so much for your continued support and confidence in us over the years.
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
Great Customer Support
Jim was exceptionally helpful! Tracking order issue was resolved within a day!
4 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Poppy,
Thank you for the positive review. Great to hear that Jim in customer support was helpful in getting your queries resolved!
If there is anything you need, we'd love to hear you from you. Reach us at support@no-vu.com and we'll be on hand whenever you need.
All the best,
NÓVU team
If i could leave this company 0 stars I…
If i could leave this company 0 stars I would. Their customer service is non existent, they take forever to refund any returns and don't reply to emails and I had to put in a dispute with my credit card which then they magically replied... They take weeks to dispatch items, no communication or anything. PLEASE stay away from this company they are more hassle than what they are worth and there are way nicer clothing brands that actually respect and value their customers!
3 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hi Jennifer,
We’re genuinely sorry to read your review and to hear that you feel let down by your experience, that’s never what we want for any customer.
We do, however, want to clarify a few points, as we believe some details may be untrue or unintentionally misleading.
From our records, our customer support team was in regular communication with you and responded to each of your messages in a timely manner. As confirmed in our email exchanges, we had received your return and your refund was already being processed. We also explained that banks can take up to 14 days for the funds to appear back in your account once a refund is issued.
On day 10 of that window, a chargeback was lodged on your side. Once that happens, the refund process is automatically taken out of our hands and transferred to the bank’s dispute process, something that can take up to 75 days to resolve, and something we cannot fast-track or override.
Before the chargeback was submitted, we were actively resolving your enquiry and your refund was already underway.
We always aim to provide clear communication and a smooth experience, and we’re sorry that this situation became more complicated than it needed to be. If there is anything further we can help with, or if you’d like us to provide documentation of the timelines for clarity, we’re more than happy to assist.
Thank you,
NOVU Team
Ordered several pieces from Novu and…
Ordered several pieces from Novu and never disappointed , great quality and excellent customer service .
2 dicembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Ben,
Thank you for the great review! We're pleased to hear that you've enjoyed your experience with us and that you've ordered several pieces.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Happy with my support experience on this occasion.
Dealt with Jim via email and he was responsive and quick to resolve my issue after one of my items arrived defective. Have spoken to customer service in the past and comms were slow but if you get Jim, he will certainly help to get a speedy resolution.
28 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Will,
Thank you for the great review! We're pleased to hear that Jim helped you get any issues resolved quickly.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Bought a jumper and hoodie in black…
Bought a jumper and hoodie in black Friday sale both so comfortable the fit is perfect and the quality is top.
30 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey David,
Thank you for the fantastic review. Great to hear that you love the items you bought from our Black Friday sale!
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Amazing customer service
First of all the quality of the brand is absolutely unreal! Latest purchase there was a slight issue with the item, myself reached put to the Novu team and the response was quick and exactly what I expect from this amazing brand! The staff was very apologetic and polite. Very happy with the outcome and again, thanks everyone at Novu!!
28 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Ash,
Thank you for the wonderful review! We're very pleased to hear that your overall experience was a good one and that our customer support team were quick to handle any issues you had.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Excellent quality and customer service.
25 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Rowan,
Thanks for the great review! We're pleased to hear that you think our quality is excellent and our support team were helpful.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
The Novu team was extremely helpful…
The Novu team was extremely helpful when returning my item - the clothes are quality too 👍
25 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey Toby,
Thanks for the great review! We're pleased to hear that your return process was smooth, and even better to hear that you approve of our collections!
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
sh*** company
Worst company on earth, avoid it in all cost. Placed an order almost 3 months ago.. yet didn’t receive anything.
13 agosto 2025
Non scritta su invito
Risposta di NÓVU
Hi Amr,
Sorry to hear you feel this way.
Just to clarify what’s been happening on our side: your recent orders have been automatically flagged and cancelled by our fraud system as “high risk”. Your previous orders were all delivered without issue, however each of those orders were later disputed on your side via a chargeback, where the funds were reversed after the goods had been received.
Because of that history, any new orders placed are now automatically flagged by our system and cancelled for security reasons. We’ve already been in touch via email to explain this and to confirm that no payment has been taken for these cancelled orders.
If you need us to resend any of that information, we’re happy to do so.
Best regards,
NÓVU team
Excellent Customer Service
Easy ordering process. I experienced a problem regarding delivery charges & Customer Services were swift to reply & resolve the problem. A very positive customer experience. Will have no hesitation in ordering again
18 novembre 2025
Non scritta su invito
Risposta di NÓVU
Hey there!
Thank you for the great review. We're pleased to hear that our support team were helpful in getting your enquiry resolved quickly and that you had a good overall experience.
We appreciate your continued support and we hope to see you again soon!
All the best,
NÓVU team
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