FAQ

A great place to start is using the product description. At the bottom of each product description, we provide the model's height and the size they are wearing. If you want to be extra certain on picking the correct size, we have provided measurements of the key parts of every product for every size. This can be found on the size guide provided on every product page. In most cases, we find comparing against the model's height and size alongside our height and weight guide is a really accurate way to pick the perfect size for you. We also have a feature to our size guide where you can enter your height, weight and the fit you are looking to achieve. Based on the information you provide, it will automatically suggest the best size for you. We work hard to ensure our clothes are a true fit. Should you be unsure, we recommend you select your usual size. If you are between a size, we would suggest choosing the bigger size of the two. If you want to ask the experts, our customer care team will be able to help you. support@noveauurban.com

For all enquires please contact the Customer Service team by email - support@noveauurban.com Our agents are working on your enquires during business hours - Monday - Friday.

To be the first to be notified on the restock, we recommend you sign up for restock notifications. You can do this by visiting the product page, selecting the size you are after and clicking the "email me when available" button. This will give you the option to be notified via email or by text message. If the item is no longer on the website, this means that we won't be restocking the item. If you only have an image/description of the product you wanted, don't worry, we may be able to identify it or find something similar for you.

What is a pre-order? A pre-order allows you to purchase an item that is not yet in stock. By pre-ordering, you secure your item before it becomes available to the general public. How will I know if an item is a pre-order? We clearly indicate on the product page if an item is available for pre-order. This information is displayed before you add the item to your bag, along with the estimated shipping date. When will my pre-order item be shipped? The estimated shipping date for pre-order items is provided on the product page. Please note that this is an estimate, and while we strive to meet this date, there may be occasional delays. What happens if I order in-stock items along with a pre-order item? If you order a pre-order item with other in-stock items, your order will be despatched when the pre-order item becomes available. For all US orders, we will automatically split your order and dispatch the items that are in stock. Can I change or cancel my pre-order? Yes, you can change or cancel your pre-order before it has been shipped. Please contact our customer service team as soon as possible to make any adjustments. Will I be charged immediately for a pre-order? Yes, payment for pre-order items is processed at the time of purchase. This secures your item and confirms your order. Can I track my pre-order shipment? Once your pre-order item has been dispatched, you will receive a shipping confirmation email with tracking information. This will allow you to monitor the progress of your delivery. What should I do if the estimated shipping date changes? We will notify you via email if there are any changes to the estimated shipping date. Our customer service team is also available to assist with any questions or concerns regarding your pre-order. Are pre-order items eligible for returns? Yes, our standard return policy applies to pre-order items. You can return your item within the specified return period after you have received it. Who can I contact for further assistance with my pre-order? For any additional questions or concerns, please reach out to our customer service team by email or our social media handles. We are here to help ensure your shopping experience is smooth and satisfactory.

We normally dispatch orders within 2 working days of the order being placed. During sale periods we ask for your patience as orders can take up to 5 working days to dispatch. We class working days as Monday - Friday. Please note processing times may be affected by US Public/Bank Holidays.

If you wish to cancel or amend your order, we ask that you contact the Customer Service team as soon as possible, by emailing support@noveaurban.com Please title the email subject with "REQUEST TO CANCEL/AMEND". We require your full name, email address and order number in order to quickly identify your order. This request is not guaranteed until we send you confirmation that your order has been cancelled/amended. If your order has been shipped, we recommend accepting the order and returning it to us. Rejected international deliveries will incur a $30 restocking fee. This fee will be applied once we receive your order back from the courier, which can take up to 15 working days. This is a surcharge passed onto us by the courier.

Once you have placed an order, you will normally receive your email confirming your order within a few minutes. However, it can take a few hours to receive your order confirmation. If after this time, you have not received your confirmation, it may be that the email address used on your order was incorrect. Please email the Customer Service Team with your full name that the order was placed in and the date it was placed. Sometimes your emails from us will go into Spam/Junk folders instead of your inbox. You can save support@noveauurban.com into your contact list/address book to avoid that happening.

We are sorry that this mistake has happened. Please email the customer service team support@noveauurban.com with your order number, a photo of the item you received and a photo of the barcode that is on the inner bag the item came in. We will get this rectified as quickly as possible

We're sorry that one of our items is faulty, or is not up to our usual standards. We ask that you email the customer service team support@noveauurban.com with your order number and photographic evidence of the fault so we can get this sorted for you as soon as possible. This should be reported within 2 days of delivery

We can not refund the difference in price if your item is later discounted. We are sorry if you missed out one of our discounts or promotions on this occasion, however the price you pay for an item is always right at the time of purchase. You can keep an eye on our latest promotions via Facebook/Instagram, or by sign up to our mailing list at the bottom of the page.

Should you find that your order is no longer required and it has not yet been dispatched, kindly reach out to our dedicated customer service team at support@noveauurban.com Once an order has been dispatched, we regret to inform you that we are unable to intercept the delivery. In such instances, we recommend accepting the delivery and initiating a return process with us. Please note, declined international deliveries will incur a restocking fee of $30. This charge is levied by the courier and will be applied upon receipt of the returned order, which may take up to 15 working days. We appreciate your understanding regarding this surcharge, as it is passed onto us by the courier service.

Instant Exchange via our returns portal allows you to benefit from an accelerated exchange process. When you make an exchange request, it can be instantly approved which significantly reduces how long you need to wait for your new item(s). How Does It Work? Immediate Shipping: With instant exchanges, your new item(s) will be shipped immediately. You won’t have to wait for us to receive your return. Authorisation: During the creation of your exchange on the portal, we’ll ask you to provide your credit card details. We place a hold on your card for the value of the new item(s), but this is removed as soon as we receive your original item back. Please note that this is only a holding amount and not an actual charge to your card. This enables us to ship your new items right away, ensuring a swift exchange process. To ensure a smooth process, please take note of the following guidelines: Immediate Exchange: Once you initiate an exchange, we hold the payment but do not capture the funds immediately. Return Timeframe: You have 7 days from the date of the exchange to ship the original item to us. Important Note: To avoid any charges, please ensure that the original item is returned within 1 week (7 days) from the exchange date. This will give us ample time to process your return and capture the payment correctly. Late Returns: If the original item is returned after 14 days from the exchange date, we may need to capture the payment, but we will refund this amount once we do receive the return. If you have any questions, please do not hesitate to reach out to customer service

General Return Instructions (For All Countries): Visit the Returns Portal: Begin by accessing our returns portal. Input Order Details: Provide your order number and associated email address. Specify Items and Reason: Select the items you intend to return or exchange and provide a reason for the return. Acquire the Return Label: Depending on your region, you will be issued a return label either by Royal Mail or UPS. Follow the guidelines below based on your location. Package the Items: Ensure products are in their original condition, with all tags attached. For international returns, ensure all provided commercial invoices are included. Drop-Off or Schedule Collection: Use the links provided below to either drop off your package or schedule a collection, based on your location. USA Return & Exchange Cost: Exchanges: Free of charge. Return for gift card: Free of charge. Return for refund USA: Free of charge. How to Return: UPS Label: Please print your label at home. Commercial Invoices: Print the three commercial invoices provided in the portal and attach them to your parcel inside a plastic pouch or zip-lock bag. Drop Off: Locate your nearest UPS drop-off point here. Rest of World Return & Exchange Cost: Subsidised rate; The cost of the return label will be deducted from your total refund. All costs or deductions will be transparently displayed in the return portal. How to Return: UPS Label: Please print your label at home. Commercial Invoices: Print the three commercial invoices provided in the portal and attach them to your parcel inside a plastic pouch or zip-lock bag. Drop Off: Locate your nearest UPS drop-off point here.

We've made it even easier for you to track your returns with our new portal. Here's how you can check on your returned order: Tracking Updates: Keep an eye on the tracking updates we send you. Our new portal provides real-time updates, and you'll also receive email notifications when we've received and processed your return. Courier's Website: If you have the return tracking details handy, you can always double-check on the courier's website for added peace of mind. Processing Time: We're usually pretty quick and aim to process returns within 2 working days. However, during particularly busy times, please allow us up to 4 working days to get things sorted for you. Still have concerns? If your package shows as delivered to us and you haven’t received an update from our side within the aforementioned timeframe: Reach out to our Customer Service Team. Please share your order number with us. This helps us speed up the investigation process and ensure we assist you promptly.

Absolutely, you can return items you've purchased on sale. Here's a quick guide to help you through the process: Timeframe: All sale items should be returned within 30 days of purchase. Refunds: A refund will be provided if your item(s) were purchased in the sale. Condition of Item: Ensure your items are unworn, with all tags attached. If items come back smelling of aftershave/perfume, or in a condition unsuitable for resale, we may not be able to process the return. Using Our Returns Portal: - To ensure a swift and smooth return, please register your item through our portal. This helps us assist you faster. Processing Time: Once we receive your return, we typically process it within 2 working days. During busy periods, allow us up to 4 working days. Questions?: Should you have any queries or encounter any issues, our Customer Service - team is here to help.

Once we receive your return, our team typically processes it within 2 working days. However, during particularly busy periods, it might take up to 4 working days. After your return is approved, the duration for the refund to reflect in your account depends on your payment method. Typically, it can take between 1-10 working days for the funds to be credited back. We appreciate your patience during this process. Should you have any concerns, our Customer Service team is always ready to assist. For easy returns, please use our Returns Portal.

We typically accept returns within 30 days from the date your order was dispatched. If you've exceeded this period and still wish to return your item, please get in touch with our customer support team. They'll guide you on the best steps forward. Need assistance? Contact our Customer Service for prompt support.