Refund policy

ORDERS, SHIPPING &  RETURN POLICY

 

ORDER PLACEMENT & CONFIRMATIONS

We make every effort to begin your order within a day of receiving your order. If there is a fit session or styling session booked with our team, we hold the order until after the date of consultation to facilitate any fit questions or style questions you may have before we cut your item. You may change the order to a made-to-measure order or Demi-bespoke order at that time as well. 

ELIGIBILITY FOR RETURN

 Once an order is placed, if there is an issue or concern of any kind,  please inform us within 24 hours.  IF you need to change a delivery address please let us know immediately. 

We cut and craft your item to order once order is  placed  so cancellations or changes cannot be accepted after a 24 hour period.

 You may return your order within 10 days of receipt for NOVAE RES Brand credit only. 

EXCHANGES

Condition: Items must be returned in their original condition, unworn, unwashed, with all tags and labels attached. Any items not meeting these requirements will be shipped back to the original address without a credit. 

Packaging: All returns must be securely packed in the original packaging or a similar sturdy box. Also, all returns must be sent by TRACKABLE FED EX GROUND Shipments only. We will supply a return label to you at our cost for your ease. If you send us an item back with another service, and it is lost we cannot accept responsibility. Thank you for your understanding.  

 

HOW TO RETURN

Contact: Email hello@novaeres.co within 10 days of receipt to request a return with the details of your order and contact information.

Shipping: For standard returns within the US, we will email you a free return label. For customers outside of the US, you will need to cover the cost of shipping and we will provide you with detailed instructions.

 

EXCHANGE OR RETURN CREDIT

All returns will be given brand credit for a replacement of that item, or any other item from our brand for the exact value of the return.

RETURN EXCEPTIONS

Returns may be rejected if the item(s) does not meet the return criteria (e.g. worn, washed, damaged, or missing tags). In such cases, the item(s) will be returned to you at your expense.

Please keep in mind we are a no-waste brand. Every piece is made to order to ensure quality and sustainable practices in line with the ethos of the brand. We take returns back at our discretion. Any customer who continually returns items will have their returns denied. 

CONTACT CUSTOMER SERVICE 

If you have any questions, contact us at hello@novaeres.co