What is novokicks™ Return & Exchange Policy?
novokicks™ Offers Free Returns and exchange
As a Novokicks’s customer, you have the right to return/exchange you order within 3 working days of receiving it and you have to inform us in the same day you receive your order if you got a wrong pieces not matching your order or a product with Manufacturing defect.
If you wish to return or exchange an item(s), please make sure that the item(s) is/are complying with our Return Policy:
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that is worn, damaged, washed, or altered in any way.
- We do not accept returned items that were sent back without submitting a return request first.
- It is not possible to open the package on delivery and return it on the spot with the courier. If you face a problem, please follow our Return policy.
- Exchanges are free of charge.
- Our Return Policy is available only in three cases :
- You received products incurred physical damage during the shipping process
- If you received a wrong/different item/s to the one your ordered (according to the description provided by the seller).
- if you need to exchange size or color.
- If you want to return a specific item in a bundle, you should return the whole bundle and place a new order, in this case, you will be able to exchange the size only.
- For information related to Refunds https://novokicks.com/refund-policy/
What is the Return/ Exchange process?
The returns process should take around 14 working days. Once you create the return or exchange request you will receive a confirmation email.
Our shipping partners’ courier will contact you to pick up your item/s. The number of days to pick up a product may vary as per the logistics team that will be assigned for pick up. The product will be picked in the duration between 4 – 7 working days.
Our courier partners make three attempts to reach you to pick up the item. If they fail to reach you after the third attempt, the Return/Exchange request will be marked as canceled.
You can send us a new return request if the item meets the return criteria and is within the specified return/exchange period (check the returns policy).
You have the right to make the request 2 times within the return/exchange period.
Once we receive the item and it passes the QC (quality check), one of our team will contact you to confirm the request details (exchange/refund).
We will try to contact you 3 times when we receive the item and if we could not reach you, the third time the amount will be transferred as a voucher, knowing that the refund method can be changed according to your preference within 7 working days only.
What If I received damaged or wrong items?
In case of receiving a physically damaged product(s) or wrong/ different product(s) from the courier, the incident should be reported within 2 days starting from the delivery date (including the regular and national holidays) to be able to take the proper action, reporting past this period will not be valid. You can send an email to: info@novokicks.com
What are the non-returnable Items?
The below products cannot be returned to ensure the safety of novokicks™ customers:
- Items used, ironed, worn, washed, altered, damaged, or not in their original condition.
- Shoes that are not returned in their original box.
Do I Pay Shipping fees?
- In case of receiving wrong or damaged products no shipping fees will be deducted in case of refund
How do I exchange/replace my order?
In event of an exchange, you will receive a voucher in your email to place a new order noting that it has no expiration date. You will be able to add the novokicks™ discount code if applicable.
For bundle returns: There is no option to return a specific item in a bundle, as the whole bundle should be returned.
