RETURNS/REFUNDS

You may withdraw from the contract without giving any reason within 14 days of delivery of the goods; the period begins on the day of delivery of the last item in your order. Registered customers can easily return the product directly in their customer account.

 

WHAT TO DO WHEN RETURNING GOODS?

➊ Return the goods by simply clicking HERE. After entering your order number (for non-registered customers, you must also enter your order email), select the product(s) you wish to return (Please remember to fill in the reason for the return, which best describes why you are returning the good) and fill in the necessary details.
ATTENTION! Registered customers have the option to use the product returns directly in their customer account. Simply select your order in the My Orders section, click on the Return the goods button and then select the products you wish to return.

➋ Once you have entered your order number and filled in the necessary details, you will receive a Return Note (ReturnDocument) and address label (Label_Étiquette) in the mail. Download the Return Note (ReturnDocument) to your computer, print it out and put it in the package with the goods to be returned.
ATTENTION! Registered customers can also find the Return Note (ReturnDocument) and address label (Label_Étiquette) directly in their customer account - after clicking on return products from the order and sending the return, a completed Return Note (ReturnDocument) will be generated for registered customers - please print it and insert it into the package together with the goods to be returned.

➌ Place unworn and unused goods in the original box together with the Return Note (ReturnDocument). Pack the box appropriately to prevent damage to the box or its contents in transit. Wrapping foil, paper, plastic bag or a larger box is best for this purpose. Please do not overwrap the original shoebox, as this will damage it! Please note that the Return Note (ReturnDocument) must always be attached to the goods.

➍ You can send the products by post or courier (the choice is yours). You must always send the goods to be returned to the correct address - address label HERE:
RETURNING goods from EUROPE (except UK)
EXPANDECO - NOVESTA
Fraňa Kráľa 16
966 81 Žarnovica
Slovakia

RETURNING goods from United Kingdom
Valla Expandeco - NOVESTA
63B Hardinge Road
TN24 8HB
Ashford, Kent
United Kingdom of Great Britain and Northern Ireland

RETURNING goods from United States/Canada
IEM Management Ltd. (NOVESTA)
8145 - 202 Street,
Langley, BC,
V2Y 2A9 Canada

Stick the printed label (Label_Étiquette) on the box (valid if you print the label; of course, you can also handwrite the address on the label on the parcel).

➎ The cost of sending the goods back to our above address is always borne by the customer.

➏ After receiving the shipment and inspecting the goods, we will refund your money for the goods within 10 business days.

 

  • Goods must be returned within 14 days.
  • Returned goods must not be worn, damaged or worn out.
  • Do not relabel the original shoe box.
  • Be sure to include the Return Note (ReturnDocument) in the package.
  • Please only send goods for return to the address provided for the return.
  • The customer is always responsible for the cost of sending the goods back.
  • The most common reason for returns is incorrect shoe size, so we recommend you check our size chart HERE.



  • TO WHICH ADDRESS SHOULD I SEND THE GOODS I WANT TO RETURN?
    RETURNING goods from EUROPE
    EXPANDECO - NOVESTA
    Fraňa Kráľa 16
    966 81 Žarnovica
    Slovakia

    RETURNING goods from United Kingdom
    Valla Expandeco - NOVESTA
    63B Hardinge Road
    TN24 8HB
    Ashford, Kent
    United Kingdom of Great Britain and Northern Ireland

    RETURNING goods from United States/Canada
    IEM Management Ltd. (NOVESTA)
    8145 - 202 Street,
    Langley, BC,
    V2Y 2A9 Canada

    If you have any questions, please contact our Customer Service Centre, where our colleagues will be happy to advise you:
    • Telephone +421 233 006 793 (Monday – Friday from 9:00 to 16:00)
    • By e-mail at eshop@novesta.sk
  • HOW WILL I BE INFORMED THAT MY RETURN HAS BEEN PROCESSED?
    When your return arrives at our warehouse, we will notify you by email that it has been received. The money will then be refunded to your bank account. Please note that it may take approximately 10 working days for the funds to appear on your bank statement or card.
  • WHO PAYS THE RETURN SHIPPING COSTS?
    Please note that all costs associated with the return of goods are the responsibility of the customer, unless it is an accepted claim. Return shipping costs incurred are the customer's cost and are irreversible and non-refundable.
  • WHAT IS THE RETURN PERIOD?
    Undamaged and unused goods can be returned in their original undamaged packaging within 14 days of receipt of the last item in the order.
  • REFUNDS WHEN PAYING WITH GIFT VOUCHERS?
    If you want to return goods you have paid for using Novesta gift vouchers, a new electronic gift voucher (or a renewed old one) will be sent to you, even if you have paid with a printed version of the gift card (voucher). You will receive further instructions on the returned "credit" by email. If you have used a combination of payment methods, you will be refunded first via the gift voucher. This means that if you have used a combination of a gift voucher and a credit card, for example, the refund will first be credited to the gift voucher and the remainder will be refunded to the credit card you used at the time of purchase.

    Example:
    If you ordered goods worth €400 (€200 paid with a gift card and €200 with a credit card) and subsequently return goods worth €300, you will receive €200 in the form of a gift voucher and €100 on the credit card you used at the time of purchase.
  • CAN I EXCHANGE THE GOODS?
    No, we do not offer the possibility to exchange goods purchased in our e-shop. If you want a different colour or size, the easiest way is to return the unwanted items to us and then place a new order (with goods and sizes that fit you). Returning items to our warehouse usually takes a few days. We will then process your returned order and refund your money according to your chosen payment method (specified on the form) within 10 working days of receipt of the shipment.
  • WHY DON'T YOU EXCHANGE THE GOODS?
    We try to speed up the service for our customers and as you wish to have the ordered shoes home as quickly as possible, we do not exchange the goods, we only refund the money for the returned goods. If you would like a different size or colour, there is nothing easier than to create a new order at www.gonovesta.com and have the goods at your home in a few days.
  • WHERE CAN I FIND THE RETURN NOTE?
    A return note will be emailed to you once you have entered your order number and filled in the necessary details. Registered customers will print it completed directly in their customer account after clicking on return products from the order.
  • I BOUGHT NOVESTA SNEAKERS ELSEWHERE, HOW TO RETURN THEM?
    If you have bought goods elsewhere (not on our e-shop), please contact the seller directly, as each of them has its own conditions for returning goods and money (also applies to complaints). You cannot return goods purchased outside our e-shop to us.