Ordered over £300 worth of clothing with a promised 1–10 business day dispatch. Now 15 business days later, the order hasn’t even been shipped. No clear delivery date, vague responses from customer se... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
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... Zobacz więcej
The quality of clothing is actually good. the delivery takes about a month when I live in England and it’s an English company. I stupidly ordered again forgetting how long it takes so it’s my own mi... Zobacz więcej
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... Zobacz więcej
Informacje dotyczące firmy
Napisane przez firmę
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.
Dane kontaktowe
Zjednoczone Królestwo
- support@no-vu.com
- novucollection.com
3,0
Średnia
809 recenzji
Odpowiada na 53% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
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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 kwietnia 2025
Opinia niezależna
Odpowiedź od 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 października 2025
Opinia niezależna
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 września 2025
Opinia niezależna
Odpowiedź od 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
Refused to Refund Money
Tried to make a return due to poor quality and sizing of trousers however the only option that was available was ‘refund to store credit’. Upon checking their refund policy it states, ‘ Unfortunately, we cannot accept returns on sale items’.
This is completely illegal and not in compliance with the Consumer Contracts Regulations 2013 and I will be taking this further with my card company.
I should have checked Trustpilot reviews before buying.
Update 29th November: regardless of their response to my review below I have still not received my refund 2 months after the item was returned.
25 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Tony,
We’re sorry to hear you feel this way, but we’d like to clarify some important points for accuracy.
We offer full refunds to the original payment method for any items returned within our 14–28 day return window, as clearly outlined in our policy. NÓVU fully complies with the UK Consumer Contracts.
At checkout and during returns, customers are offered multiple return options:
Refund to original payment method
Exchange
Store credit
In addition, for end-of-line or end-of-season sale items, we also offer exchange or store credit as an additional option, alongside the right to a full refund.
We believe this review is misleading, and we want to assure our customers that we are a legitimate business committed to fair and transparent practices.
If you believe there’s been an error or need further help, please reach out to our team at support@no-vu.com , we’re more than happy to assist.
Kind regards,
NÓVU Team
My order arrived in July after waiting…
My order arrived in July after waiting 2 weeks to then find out the trousers that was part of my order was damaged, I contacted support immediately with no reply for 2 weeks, to then be told 1 month later to send them back. It has taken almost 3 months to arrange a refund and I am yet to still receive it. Stay far away from these scammers.
Update
I finally received my refund over 3 months later and was told to change this 1 star review for a 30% off code. What a joke
16 lipca 2025
Opinia niezależna
worst company ever to sell clothes
worst company ever to sell clothes
3 weeks and still no reponse to my clothes or refunds.
company needs to be shut down to prevent any more scams
22 września 2025
Opinia niezależna
SCAMMERS
SCAMMERS ! It’s been 2 months since i’ve sent my trousers back for a size exchange and nothing..all i get from them after sending multiple emails is” we’ve got your email and we’re on it”. Ghost clothing company, don’t order from them.
15 września 2025
Opinia niezależna
Ongoing issue
I ordered a large pleat shirt and shorts (pistache) order no. 180990, totalling £144 which, when they arrived, were too large. I then arranged an exchange (at a cost of approx £5 for a returns label) for a medium size. When they arrived they too were also far too big and I wasn’t happy with the way the shirt hung either. The exchange arrived on 16 August and on 20th I emailed requesting another returns label and refund as I just wasn’t happy with the items. I have heard absolutely nothing from Novu apart from automated emails assuring me they will return to me within 48 hours to resolve my issue. I have repeatedly chased and am still, frustratingly, awaiting a response. There is no Complaints Dept details listed online to refer this matter to and when trying the contact number it’s a Klarna helpline (I didn’t pay via Klarna). The issue I have is that this matter has been ongoing for in excess of the 14 days returns deadline despite my contacting Novu just 4 days after receipt of my exchange. If someone could please deal with this issue it would be appreciated!
16 sierpnia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi James,
Thank you for taking the time to share your feedback.
While we always welcome both positive and negative comments, we are disappointed by your review as much of the information provided is inaccurate and potentially misleading.
To clarify:
We received your first email on 29 July regarding the status of your order, and our customer support team responded the same day, confirming that your order had been processed for shipping.
The second and only other email we have received from you was sent today, and again, our team responded the same day.
We have not received any other emails from you regarding this order. All correspondence should be directed to our official support address: support@no-vu.com
We are committed to providing timely assistance to all of our customers and always respond promptly to emails received. If you believe your other messages were sent, we kindly ask you to double-check that they were sent to the correct address above.
We hope this clears up any misunderstanding, and we remain happy to assist you further via our support channel.
Best regards,
NOVU team
Takes forever to ship a product - terrible customer service
Takes forever to ship a product, it’s been 9 days in limbo now, asked for refund due to not being able to receive the package if it shipped, still have not gotten confirmation. Ordered 3 weeks in advance before leaving country, they couldn’t even accommodate that. Refund immediately or I will have to share my other negative experiences with you guys here. order 183605
8 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Daniel,
We’re very sorry for the delay and the poor experience you’ve had.
Due to recent tariff laws imposed by the US, some orders shipping to the US have unfortunately been held or refused, leaving them in limbo. We understand how frustrating this is and sincerely apologise.
Our team is working tirelessly to inform all US customers, process refunds promptly, and find a long-term solution so we can continue serving our US community without disruption.
Please contact us at support@no-vu.com with your order number so we can prioritise resolving this for you.
Best regards,
NÓVU Team
Absolutely shocking
Absolutely shocking, paid for next day delivery and it took them over 3 weeks to deliver my items which they clearly didn't have in stock before selling them... Due to the delay they were delivered whilst I was out the country. I then returned, sent them straight back paying for my own postage signed for to make sure they received them, to then me having to chase multiple times and then them saying that they won't issue a refund and only a credit note.... SHOCKING as I returned them within the returns window and also had the email confirmation and postage date I sent back
I have spend thousands literally thousands with this brand and referred numerous friends which is shocking how they even treat customers especially after taking over 3 weeks to deliver ha
Back office / operations and delivery / returns policy is an absolute shambles
8 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Anthony,
Thank you for your feedback. We’d like to clarify the timeline of your order, as some of the details in your review aren’t accurate.
Your order was placed on July 25th from our new collection, with free standard shipping selected (standard shipping).
As stated clearly online, this collection was scheduled to ship from July 29th. Your order was shipped on July 31st and delivered on August 6th - well within the expected timeframe and not three weeks as mentioned.
The items were returned to us on August 21st, which unfortunately falls outside of our returns policy window. Despite this, we offered you the option of an exchange or a store voucher for the full value, rather than sending the items back to you.
We also want to note that we make every effort to be transparent with customers by clearly displaying shipping timeframes above the Add to Cart button prior to purchase. This ensures expectations are set before placing an order.
Best regards,
NOVU team
Worst company I’ve ever dealt with…
Worst company I’ve ever dealt with …completely useless.
Been waiting over 8 weeks for clothes nothing has arrived. Been back & forth with emails trying to get a refund and they won’t process it.
The worst costumer service I’ve ever experienced. Highly recommend avoiding this brand!!
28 lipca 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Peter,
We’re really sorry for the frustration here. Unfortunately, the original parcel was lost in transit by the courier, and as soon as this was confirmed we promptly dispatched a replacement order.
As you’re based in Australia, international deliveries can take longer due to transit and customs processing, but we appreciate this delay has been disappointing.
We’ve checked the tracking and can confirm your replacement order has now arrived at your local pickup point and is ready for collection.
Thank you for your continued support of the brand over the years, it means a lot. If you need any further assistance, please reach out to us at support@no-vu.com and we’ll be happy to help.
Best regards,
NOVU team
Exceptional Customer Service, the BEST of the BEST
I had the pleasure of dealing with Jim from NÓVU’s customer support, and the experience was outstanding. He was professional, understanding, and really went the extra mile to help me. His clear and kind communication stood out and made me feel valued as a customer.
It’s rare to find support this dedicated, and it gives me full confidence in recommending NÓVU a great brand that truly cares, I highly recommend!
6 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi David,
Thank you so much for your kind words. We’re delighted to hear Jim was able to help and that you felt supported. Your recommendation means a lot to us!
Best wishes,
NÓVU team
What a let down
Twice now I have ordered from this company and twice I have been let down. First order I paid nearly £10 for next day delivery and it was even shipped until a week later. The response from customer service took about 3 days to reply to me and I was told “they were. It’s with new drops”. The long sleeve linen shirts arrived eventually and was about as good as a £4 primark shirts but for £90! These were returned.
Second order, I bought two sizes of the Oxford pleated trousers as I wasn’t sure on the size and both pairs arrived with threads hanging out on every single stitch! And black marks all over them! And for a pair of white pants there was no saving these!
These were returned 3 weeks ago and I haven’t had anything as such as an email confirmation let alone a refund!
Not to mention they charge you £5 for a QR code to return your items.
Absolutely appalling. The company has clearly put a lot of money into social media marketing but fails to get the basics of a good clothing brand right. I would not recommend this company at all. What a let down
13 sierpnia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Joe,
Thank you for taking the time to share your feedback, and we’re sorry to hear about your experience. We’d like to clarify a few points while also taking your concerns on board.
Your first order was placed from our new SS25 collection, which had clearly stated shipping dates above the “Add to Cart” button so customers could see the expected dispatch timeframe before ordering. We understand this may have been missed and apologise for any confusion.
Our new linen pieces have been one of our best-sellers globally, receiving very positive feedback from many customers and selling out quickly. That said, we appreciate that they weren’t right for you, and your perspective is important to us as we continue to develop.
Regarding your return: we are sorry to hear you’ve not received confirmation. Please contact our customer care team support@no-vu.com directly with your order number so we can resolve this promptly.
On the subject of return labels, we understand this can be frustrating. In today’s retail landscape, even the largest online retailers now charge for returns due to the high costs and environmental impact of free returns. We are actively working on solutions that would allow us to cover the cost of returns more sustainably, balancing the needs of our customers with the realities of running a responsible business. Our goal is to find a model that makes the process fairer for customers while reducing unnecessary environmental impact.
We regret that your experience has not met expectations, but we truly value your feedback as it helps us improve.
Best regards
NOVU team
About as good as Keir Starmer
Honestly wish i’d have read reviews of this lot before buying. Super frustrating as I allowed 2 weeks for the linen long sleeve to arrive for my holiday. I got 1 response to sweeten me up, then no follow ups for the 2/3 weeks later, no item or responses. Just an incompetent group of people who obviously cant run a business, as you can see by the reviews on here. A shame because the clothes actually look quite nice and i’m normally very reasonable about issues but they just have made 0 effort - not just with me but with everyone else who bought this item. I also found it funny how they deleted all instagram posts where they had loads of us complaining in the comments, typical from a company like this.
I guess i’ll get nowhere with this besides hopefully steering some of you buyers away from these idiots
1 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Freddie,
Thank you for your feedback. We’re sorry for the frustration this has caused. Sadly, your order was flagged by our system as the IP address used did not match the billing address. In these cases, it’s our duty to protect customers and prevent potential fraud, so the order was cancelled as a precaution.
If you’d like further help, please reach out to our team at support@no-vu.com and we’ll be glad to assist.
Best regards,
NOVU team
Never received my package!
Ordered on 25-07-2025 and it is now 1-09-2025. STILL NOT RECEIVED IT. This is the worst brand experience I have ever had. Novu is doing everything they can to take money from you.
Before my package was shipped I send them an email to cancel my order. When they saw my message, they quickly shipped my order the next days and wrote me an email that they can't do anything because the package is allready on the way. I waited for a month and contacted them again and got no answer. After contacting them for the third time they told me my package is lost. THEN they shipped my order again WHILE I SAID I DON'T WANT THE PACKAGE ANYMORE. Now I need to wait for another 3 weeks. NEVER BUY HERE IF YOU ARE OUTSIDE EUROPE. YOU WILL REGRET IT.
1 września 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi,
We’re truly sorry to hear about your experience and the frustration caused. This is not the standard we strive for. Please reach out to us at support@no-vu.com with your order number, and our team will do everything we can to help resolve this for you as quickly as possible.
Best regards,
NÓVU team
Never arrived
6 września 2024
Odpowiedź od NÓVU
Hi Jordy,
We’re sorry to hear you haven’t received your order.
According to the tracking information, the courier made several delivery attempts but there was no answer. They also reached out to arrange redelivery or collection, but unfortunately did not hear back.
For any further support please contact our team at support@no-vu.com and we’ll be happy to help.
Best regards,
NOVU team
You offered me a voucher for a return not a refund.
You offered me a voucher. You breached distant selling regulations. I want my money back because I don’t want to buy anything else from you. I work hard for my money rather spend it somewhere with some quality that lasts. I wore the trousers only twice and they came apart. It’s actually the same trousers another customer is complaining about it can’t only be me. It’s so pathetic that you come back with a Chat GPT response. But the reviews on here speak for themselves. You contact me if you want to resolve this. Put your money where your mouth is. You know my email address. I am still owed money for a product I sent back to you. Thanks
26 sierpnia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Sheik,
Thank you for your feedback and we’re sorry to hear about your experience.
To clarify, we offer full refunds on returns made within 14 days of delivery, which can be processed quickly and easily through our returns portal.
Please contact us at support@no-vu.com with your order details so we can resolve this promptly.
Best regards,
NOVU team
Linnen trousers ordered
Linnen trousers ordered
wripped from the stitching on both back pockets this is due to poor stitching and low quality linen nothing else
customer care dont want to know no refunds or replacement items
will be reporting this to the bank
i would attatcg a picture if i could
1 stycznia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Moshin,
Thank you for your feedback, and we're sorry to hear about the issue you've experienced.
Please note that your order appears to be from over 12 months ago, and the item is part of our best-selling and now sold-out linen range, a collection that has been very popular and well-received by many of our customers.
While we cannot see any contact from you prior to this review, we’re more than happy to help resolve the matter. Please email our support team at support@no-vu.com with your order details and, if possible, a photo of the issue. We’ll be glad to look into it and offer a suitable resolution.
Thank you again for your feedback, we’re here to help.
Best regards,
NOVU team
Absolutely terrible (non-existent) customer support - DO NOT BUY FROM THEM
Absolutely terrible (non-existent) customer support. I wanted to return an item due to sizing and reached out multiple times with no response. I finally received a generic email with a return link, but due how long it took to get a response, I had surpassed the 14 day return policy and the link had expired.
Since then, I’ve sent five more emails and still haven’t had a single reply. This is a total shambles for customer service — no accountability, no resolution, and no respect for customers’ time. I am extremely angry and frustrated, and I would never recommend buying from this company.
19 sierpnia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi George,
Thank you for taking the time to leave a review, and we're very sorry to hear about your experience.
We’d like to clarify that we offer an easy-to-use returns portal, which allows customers to generate a return shipping label instantly by logging the return online. We're sorry if there was any confusion around the process or if our initial response was delayed.
Please also note that when multiple emails are sent in a short time, it can unintentionally push the conversation thread lower in the queue, causing delays in response. We understand how frustrating this can be, and we truly apologise if your message was missed as a result.
Customer care is our top priority, and we have a fully dedicated support team working around the clock to assist with all queries. We’d love the opportunity to resolve this for you, please reach out to us at support@no-vu.com, and we’ll ensure it’s handled as a priority.
Thank you again for your feedback, it helps us improve and serve our customers better.
Best regards
Problems with returns
Ordered an item which was delivered on the 5th August, it did not fit and I was unimpressed with the quality for the price so I returned it the next day on the 6th August with tracking. I still have not received a refund or a confirmation email from No-Vu on the status of my return and I am concerned due to the previous negative reviews regarding the company’s return policy and customer service. My order number is: 182008 if anyone from No-Vu sees this please chase it up and get back to me on email.
19 sierpnia 2025
Opinia niezależna
Odpowiedź od NÓVU
Hi Charlie,
Thank you for your review, and we're sorry to hear about your concern.
We’ve looked into your return and can confirm that it was delivered to our returns centre on August 12th. A full refund was issued within 5 business days of that date, in line with our returns policy.
You should have received an email confirmation once the refund was processed, but if for any reason that didn’t come through, please don’t hesitate to reach out to us at support@no-vu.com and we’ll be happy to resend the confirmation or assist further.
Thank you for your patience, and we appreciate you shopping with us.
Best regards,
NOVU team
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