AVOID AT ALL COSTS I ordered some goods from them in 2024 as they promised fast delivery to the UAE. The products eventually arrived after 4 weeks with much chasing from me. I stupidly gave them a... Voir plus
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Lisez les avis des autres
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... Voir plus
Made an order in October of 2024 returned a few items and have a picture of it being signed for at the warehouse with other packages visable in the background. Multiple emails on a monthly basis with... Voir plus
Great customer service isn't about making sure people don't ever have any issues, it's about how you deal with them when they come up. NOVU's communication and ability to provide a quick solution... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
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.
Coordonnées de contact
Royaume-Uni
- support@no-vu.com
- novucollection.com
3,0
Moyen
806 avis
A répondu à 55 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Had an enquiry about Christmas delivery…
Had an enquiry about Christmas delivery times and customer service was excellent, straight to the point and reassured me completely.
19 décembre 2025
Avis spontané
top quality service
Really love the quality of clothes with zero issues with them, I would also like to point out the customer service was extremely helpful when purchasing and advising on what to buy!
2 janvier 2026
Avis spontané
Quality of clothing is incredible
Quality of clothing is incredible, great communication with the customer service team and fast responses regarding a minor change in order.
2 janvier 2026
Avis spontané
Incredible service from Nóvu
Incredible service from Nóvu. Ordered early afternoon and turned up the NEXT DAY!!!
Saved my holiday and plus the quality of the products are 10/10. Thanks guys.
6 janvier 2026
Avis spontané
Needed to exchange an item
Needed to exchange an item, was very easy and quick on their support help email. Love the clothes, great quality, will shop again soon, thank you
5 janvier 2026
Avis spontané
The quality of the clothing is some of…
The quality of the clothing is some of the best I’ve experienced and the customer care from Novu team is first class.
29 décembre 2025
Avis spontané
Best quality clothes around
Best quality clothes around - perfect for all holiday clothes and have religiously brought new season items form Novu for year
3 janvier 2026
Avis spontané
Review
Jim was very helpful and incredibly responsive, resolving my issues in a timely manner. Thank you.
27 décembre 2025
Avis spontané
Issue resolved without hesitation
So I made an order, and quickly realised I’d ordered the wrong size, I emailed after I realised and Jim who was the recipient of my issue, amended the order without question. The jacket has come just in time for Christmas and I couldn’t be happier. Great customer service & even better quality.
20 décembre 2025
Avis spontané
Extremely Disappointing Experience – Poor Quality & Non-Existent Customer Service
Where do I even begin.
It took three weeks for my order to be processed before it even left the warehouse. Ironically, once shipped, it arrived in Dubai within three days thanks to FedEx’s excellent service — the only positive part of this entire experience.
Upon opening the package, I was genuinely shocked by the poor quality of the items. Online, the clothing looks premium, well-made, and beautifully photographed. In reality, the quality is comparable to Shein-level fast fashion, but at a hugely inflated price point.
To make matters worse:
One pair of trousers arrived dirty
One Oxford shirt arrived with the label hanging off
Overall finishing and fabric quality were extremely disappointing
I immediately attempted to process a full return, only to be told that trousers and shirts are non-returnable under their store policy. Conveniently, when you try to review this policy, the returns policy page leads to a 404 error. Very convenient indeed.
For clarity: none of the items were tried on. The decision to return was made purely upon opening the packaging and inspecting the quality.
Customer service is advertised as “Speedy – Your needs are our priority”, yet:
There is no phone number
Only an online chat, which receives no response at all
On top of all this, I was hit with over £130 in customs charges for importing clothing that is frankly not worth a fraction of the total cost paid.
I will now attempt to obtain a full refund back to my card. If this is unsuccessful, I will proceed with a formal payment dispute and chargeback through my credit card provider.
This has been a deeply frustrating and disappointing experience. Based on quality, transparency, and customer support, I would strongly advise others to think twice before ordering.
21 décembre 2025
Avis spontané
Réponse : NÓVU
Sorry to see your review, Kyle.
We value all feedback; however, after conducting a thorough review of your order and support history, we feel it’s important to clarify several inaccuracies and misrepresentations in your comments.
Our records show that our customer support team was in consistent, two-way communication with you, providing detailed responses within under 24 hours on each occasion. We also sent multiple proactive follow-up emails updating you on your order status through to delivery, several of which did not receive a response.
Your order was placed during our Black Friday period, during which we were fully transparent that processing and dispatch times would be slightly extended. This information was clearly stated on the product pages and again at checkout. Despite this high-volume period, your order was delivered to Dubai within the advertised timeframe.
Tracking also shows that multiple delivery attempts were made without a response, which contributed to the overall delivery timeline.
Returns process: Contrary to your statement, our team advised that we were able to assist with a full return process to ensure a refund. This was communicated directly and did not receive a response. Our returns policy is publicly available and actively used by customers daily.
We welcome all feedback and acknowledge that our designs may not be to everyone’s personal preference. That said, the items mentioned have been among our best-selling styles since 2021, with a return rate of just 6%, which is significantly below the industry average. These pieces are worn and repurchased by thousands of customers, often in multiple colours after receiving their first order.
Customs Fees: Import duties and customs fees are set by the destination country and are outside of our control. These charges are not collected or retained by our business.
In summary, we do not feel this review is a true representation of the experience provided. Our support team was responsive and actively assisting throughout and not “non-existent” as claimed. Your order was delivered within the timeframes clearly outlined online during our Black Friday period.
Should you wish to discuss this further or require any additional assistance, you’re welcome to contact our team directly at support@no-vu.com
NÓVU Team
Customer service is second to none
Customer service is second to none - after expressing I was going away on holiday and didn’t think my items would get to me in time, Jim personally shipped my order after hours to ensure I received them, never experienced this with any other business. Garments match the service, top quality, style and fit is perfect. Will continue to support this business and I wish them all the success in the future.
18 décembre 2025
Avis spontané
Réponse : NÓVU
Hi Luke,
Thank you for the incredible feedback, we really appreciate it. We’re glad Jim could help make sure everything arrived in time, and it’s great to hear you’re happy with the quality, fit, and style.
Thanks again for your support.
Wishing you all the best for the holidays and the new year!
NÓVU Team
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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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
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