Refund Policy
At Novin London, we want returns to be clear and fair. If your order is not suitable, this policy explains how to request a return, when refunds are issued and who is responsible for return costs.
Return Period
You may request a return within 30 days of receiving your order.
To be eligible, items must be:
- Unworn
- Unused
- In original condition
- Returned with original tags and packaging where applicable
We do not charge restocking fees.
Your statutory rights under UK consumer law are not affected.
How to Start a Return
Please contact us before sending any item back.
Email info@novinlondon.com with:
- Your order number
- The item you want to return
- The reason for return
Once reviewed, we will provide the correct return instructions.
Returns sent without prior contact may not be accepted.
Return Shipping Costs
If your item is faulty, damaged or incorrect, Novin London will cover the return cost.
If you are returning an item because you changed your mind, ordered the wrong size or no longer want it, you are responsible for the return postage cost.
Original delivery charges are non-refundable unless the item is faulty, damaged or incorrect.
Refunds
Once your return has been received and inspected, we will confirm whether your refund has been approved.
Approved refunds are issued to the original payment method.
Depending on your bank or payment provider, it may take up to 7 working days for the funds to appear.
Exchanges
If you would like a different size or another item, contact us first.
Where possible, we will help arrange an exchange. In some cases, placing a new order may be the fastest option.
Items That Cannot Be Returned
Some items may not be eligible for return for hygiene, safety or product-specific reasons.
Where this applies, it will be clearly stated on the product page.
Items that are worn, washed, damaged, missing tags or not in original condition may be refused.
Contact Information
Store Name: Novin London
Warehouse Address:
Unit 452 Andre Street
London, E8 1AY
United Kingdom
Address:
138B Singel
3112 GT Schiedam
The Netherlands
Email: info@novinlondon.com
Phone Number: +44 7988 523009
Customer Service Hours:
Mon – Fri: 9:00 AM – 5:00 PM
Sat – Sun: 10:00 AM – 5:00 PM
Response Time: We aim to reply within 24 working hours.