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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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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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 décembre 2025
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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 août 2025
Avis spontané
Réponse : 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
Avis spontané
Réponse : 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
Great service
Great service, products and excellent customer service would highly recommend!
17 novembre 2025
Avis spontané
Réponse : NÓVU
Hey Elizabeth,
Thank you for the great review and recommendation! It's wonderful to hear that our products get your approval and that our customer support team were helpful.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Réponse : NÓVU
Hey Faz,
Thank you for the great review! We're pleased to hear that your items reached you quickly and that our customer support were helpful in processing a return.
We appreciate your continued support and look forward to seeing you again soon!
All the best,
NÓVU team
Customer service quick to support following a complaint I made and resolved it very well. Thank you
What started out as a bit of a bad experience turned following my review on here I was contacted by Carla from the customer service team(she was brilliant!) and had the issue resolved pretty swiftly.
Thanks for sorting it all out and I will continue to use the brand.
22 octobre 2025
Avis spontané
Réponse : NÓVU
Hi Danessie,
We’re sorry to hear about your experience and understand the frustration. It seems there’s been some confusion - we do offer several return options for sale items, including refunds to your original payment method, exchanges, store credit, and gift cards.
If the portal only showed store credit, this may have been a technical issue. Please email us at support@no-vu.com, and we’ll make sure it’s resolved quickly.
Thank you for your feedback, we’ll ensure this is corrected moving forward.
NOVU team
Great customer service.
Ordered a few bits from here , first time! Half of my items were great , the other half did not fit. The items were on sale but after speaking to Jim via email he initiated a full refund. Great customer service - will definitely be ordering again.
24 octobre 2025
Avis spontané
Réponse : NÓVU
Hi Junaid,
Thank you for the feedback, we really appreciate it. Glad Jim was able to help get the refund sorted for you, and we’re pleased to hear you’ll be ordering again.
Wishing you all the best for the holidays and the new year!
NÓVU Team
I ordered a set from Novu Clothing
I ordered a set from Novu Clothing, but unfortunately, the package was returned by customs before it ever reached me. During the return shipment, the package got lost, and now I’m out €200 with nothing to show for it.
I tried to reach out and even suggested splitting the loss so we’d both take some responsibility, but I’ve received no reply at all. The complete lack of communication and support is really disappointing.
I strongly advise against ordering from this company.
#175038
29 septembre 2025
Avis spontané
Réponse : NÓVU
Hi Max, we’re sorry to hear you feel this way.
Your order was shipped promptly, but the courier was unable to deliver it because the required import duties were not paid despite multiple contact attempts.
As stated on our website, international customers are responsible for any customs fees charged by their local authority.
If you’d like any further assistance, please reach out to us at support@no-vu.com and we’ll be happy to help.
Do Not Trust Novu Collection
I honestly don’t know how this brand calls itself “premium.” They advertise high-quality luxury clothing, but what actually arrived was the complete opposite. My brother’s top came labeled 95% polyester and 5% spandex — it felt cheap, thin, and synthetic, almost like something straight off Temu.
As for my own order, it was even worse. My clothes never arrived, and the only thing in my package was a single sheet of paper saying one item had been refunded — yet no refund ever showed up in my account.
Their communication is horrific. I’ve sent multiple emails, and every reply has been dismissive, slow, or completely unhelpful. They refuse to take accountability, and their so-called “customer support” is basically nonexistent.
Do not trust these guys. They overpromise, underdeliver, and ignore you once they’ve got your money. I’d strongly recommend spending your money elsewhere — this brand has been an absolute nightmare to deal with.
8 avril 2025
Avis spontané
Réponse : NÓVU
Hi Zain,
Thank you for sharing your feedback. We’re sorry to hear you feel this way and we’d like to clarify a few important points.
We take pride in the standard of our garments. Our collections are produced in reputable European factories and many of our pieces are made from premium materials such as 100% wool, pure linen and high-grade cotton. Some garments include polyester blends, which is standard in modern premium fashion as it enhances durability, structure and long-term wear, and even many luxury houses use this in selected pieces for performance and fit benefits.
Regarding your order, one of the items in your order was unfortunately unavailable at the time of dispatch, which is why you received a notification and a refund was issued for that item. If this hasn’t appeared in your account, our team will be happy to provide the refund confirmation and payment reference so you can follow up with your bank if needed.
We do have a dedicated support team responding to all enquiries, with a current average response time under 4 hours. We never ignore customers and we’re here to help resolve any issue quickly and fairly.
Please get in touch with us at support@no-vu.com so we can share your refund confirmation and assist with anything still outstanding.
Kind regards,
NOVU team
Had a bad starting experience but was…
Had a bad starting experience but was helpfully resolved and sorted
15 octobre 2025
Avis spontané
SCAM company
I placed an order with NÓVU over two months ago and never received my items. Instead of fixing the issue, they let the package get sent back to them and then refused to refund me until it physically returns to their warehouse (which is completely out of my control).
So here I am, months later, out of pocket for a large sum of money, with nothing to show for it. Their “customer support” just hides behind policy instead of actually helping their customers.
I’ve been a loyal customer in the past and spent a lot with this brand, but after this disgraceful experience I’ll never buy from them again. They’re quick to take your money but will drag their feet endlessly when it comes to refunds.
NÓVU is a scam — do not waste your money here. There are plenty of other brands that actually respect their customers.
8 septembre 2025
Avis spontané
Réponse : NÓVU
Hi,
We’re sorry for your frustration, though we want to clarify the situation.
Your parcel was held in customs because import charges were due to be paid by you. Multiple attempts were made to contact you, but without payment the shipment was refused and returned to us.
We'd like to clarify NÓVU is not a scam company. We’ve been operating since 2017 with over 150,000 happy repeat customers.
Once the parcel arrives back with us, your refund will be processed in line with our policy.
Kind regards,
NÓVU Team
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