Returns & Exchange Policy

What is the NOVO KICKS Return & Exchange Policy?

NOVO KICKS accepts eligible returns and exchanges within 3 working days of receiving your order.

As a NOVO KICKS customer, you may request a return or exchange for eligible products within 3 working days from the delivery date.

We accept eligible returns for both defective and non-defective products, subject to the conditions below. Any wrong, damaged, or defective item must be reported within 2 days of delivery.

To qualify for a return or exchange, please make sure that:

  • The item is returned in its original, unused condition and with its original packaging.

  • The item has not been worn, washed, altered, damaged, or used in any way.

  • Shoes must be returned with their original shoe box and packaging.

  • A return or exchange request must be submitted and approved before sending the item back.

  • Items returned without a prior return request may not be accepted.

  • Packages cannot be opened, inspected, tried on, or returned directly to the courier at the time of delivery. If you experience any issue with your order, please submit a return or exchange request after receiving it.

  • Eligible exchanges are free of charge, subject to the conditions stated in this policy.

Eligible Return or Exchange Reasons

A return or exchange may be requested if:

  1. You received a product that was physically damaged during shipping.

  2. You received an incorrect or different product from the one you ordered.

  3. You would like to exchange the product for another available size or color.

  4. You wish to return an unused and non-defective product due to a change of mind. In this case, the customer is responsible for the applicable return shipping cost.

Bundle Products

If you wish to return an item that was purchased as part of a bundle, the entire bundle must be returned.

Individual items within a bundle cannot normally be returned separately.

For bundle purchases where an exchange is applicable, size exchange options may be provided subject to product availability and the terms of the promotion.

For information regarding refunds, please refer to our Refund Policy on novokicks.com.

What is the Return or Exchange Process?

The full return or exchange process may take approximately 14 working days, depending on shipping, inspection, and processing times.

After submitting your return or exchange request, you will receive confirmation that your request has been received.

Our shipping partner will then arrange collection of the item from you.

Collection Time

Collection usually takes approximately 4–7 working days, depending on your location and the assigned courier.

Our courier partners may make up to three attempts to contact you and collect the item.

If collection cannot be completed after the third attempt, the return or exchange request may be canceled.

If the product is still within the eligible return or exchange period and continues to meet the conditions of this policy, you may submit a new request.

A maximum of two return or exchange requests may be submitted for the same eligible item within the applicable return period.

Quality Inspection

Once we receive the returned product, it will undergo a quality control inspection (QC).

The inspection is performed to confirm that:

  • The product has not been used or worn.

  • The product has not been washed, altered, or damaged.

  • The original packaging is included.

  • Shoes are returned in their original box.

  • The item otherwise meets the conditions of this Return & Exchange Policy.

Once the item successfully passes inspection, our team will proceed with the approved exchange or refund request.

If additional confirmation is required, our team may attempt to contact you up to three times.

If we are unable to reach you, the amount may be issued in the form of store credit or a voucher, where applicable.

Any eligible request to change the refund method must be submitted within 7 working days, subject to the terms of our Refund Policy.

What If I Receive a Damaged or Wrong Item?

If you receive:

  • A physically damaged product;

  • An incorrect product;

  • A different size, color, or model from the one ordered; or

  • A product with a manufacturing or delivery-related defect,

you must report the issue within 2 days from the delivery date, including weekends and official holidays where applicable.

Claims submitted after this period may not be eligible for processing.

Please contact NOVO KICKS customer support through novokicks.com and provide your order details along with clear photos of the product and packaging where requested.

What Items Cannot Be Returned?

To protect product quality and customer safety, the following items are not eligible for return or exchange:

  • Products that have been worn or used.

  • Products that have been washed.

  • Products that have been altered or modified.

  • Products damaged after delivery due to misuse.

  • Products that are no longer in their original condition.

  • Products returned without their original packaging.

  • Shoes returned without their original shoe box.

  • Products that fail NOVO KICKS’ quality inspection.

NOVO KICKS reserves the right to reject a return if the returned item does not meet the conditions stated in this policy.

Do I Have to Pay Return Shipping Fees?

Return shipping is free of charge when:

  • You received the wrong product.

  • You received a damaged or defective product.

  • The issue resulted from an error made by NOVO KICKS.

For eligible returns of non-defective products, including returns resulting from a change of mind, the customer is responsible for the applicable return shipping cost.

How Do I Exchange or Replace My Order?

For eligible exchanges, NOVO KICKS may arrange a replacement or provide store credit or a voucher that can be used to place a new order.

The available exchange method may depend on:

  • Product availability;

  • Requested size or color;

  • Current stock;

  • The original promotion or discount applied to the order.

Where a voucher is issued, its validity and usage conditions will be communicated to you when the voucher is provided.

Any applicable NOVO KICKS promotional code may be used on the replacement order according to the terms and conditions of that promotion.

Bundle Exchanges

Individual items from a bundle cannot normally be returned separately.

If a bundle is being returned, the entire bundle must be returned unless NOVO KICKS confirms otherwise.

Additional Conditions

  • All returns and exchanges are subject to inspection and approval.

  • NOVO KICKS reserves the right to refuse items that do not comply with this policy.

  • Product availability for exchanges cannot be guaranteed until the exchange is processed.

  • Promotional items, bundles, and discounted products may be subject to additional conditions stated at the time of purchase.

  • Refunds are processed separately according to the NOVO KICKS Refund Policy.

  • Processing times may be affected by weekends, official holidays, courier delays, or circumstances outside NOVO KICKS’ reasonable control.

For assistance with a return or exchange, please contact NOVO KICKS customer support through novokicks.com.