Refund & Return Policy

Our additional 30-day change-of-mind return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition you received it: unworn, unused, with tags attached and in its original packaging. You'll also need your order number or proof of purchase.

How to Start a Return

Before sending any item back, please contact us at admin@nouvo-london.co.uk and include your order number and reason for the return. We will then provide the correct return address and return instructions by email.

Please do not send returns to our registered office or any address shown elsewhere on our website unless our customer service team has confirmed that address for your return. Items sent without following the provided return instructions may experience processing delays.

For statutory cancellations, your cancellation takes effect when you send us a clear statement that you wish to cancel within the applicable cancellation period. You do not need our approval to exercise this statutory right, although you should wait for the return instructions before posting the goods.

Return Shipping

For change-of-mind returns, customers are responsible for the direct cost of returning the goods unless otherwise stated in this policy.

If your order arrives incorrect, damaged or defective, including if you receive the wrong colour or variant, please contact us before returning it. We will provide the appropriate return instructions and cover reasonable return costs where required.

You can always contact us for any return question at admin@nouvo-london.co.uk

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you after receiving and inspecting the returned item. For returns made under our additional 30-day policy, we will confirm whether the return meets that policy’s eligibility conditions. This does not limit refunds or other remedies available under your statutory rights. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at admin@nouvo-london.co.uk

UK statutory rights: Our 30-day return policy is an additional change-of-mind policy. UK consumers normally have a separate right to cancel an online order within 14 days of receiving the goods and a further 14 days to return them, subject to applicable exceptions. The conditions of our additional policy do not limit that right or your remedies if goods are faulty or not as described. To exercise your right to cancel, email admin@nouvo-london.co.uk with a clear statement that you wish to cancel your order.