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Novelship Returns Policy
You can return most products within 30 days of receipt if you change your mind. However, the eligibility of your return request may be impacted if the condition of the returned product is misrepresented or if the returned product differs from the one originally purchased. In some circumstances, a different product may still be eligible for a refund or replacement (for example, if you receive the wrong product due to a Novelship error).

Novelship Change of mind returns:

If you change your mind, you may return the product fulfilled by Novelship within 30 days of receipt in the United States for a refund of the product price you paid, provided you comply with the conditions below. Original shipping fees, processing fees, and taxes for change-of-mind returns are not refundable. Refunds will be issued to the buyer's original payment method.


Conditions applying to change of mind returns

Unless otherwise stated in this Policy:


  • The Novelship Authentication Tag must be attached to the product, and all original accompanying accessories must be returned with the product.
  • The product must be returned unused, undamaged, and unworn.
  • The product must not have any missing parts or be in an unsellable condition due to customer negligence, misuse, or tampering.
  • All items must not have been resized, damaged, or otherwise altered after delivery.

Novelship is not required to accept change of mind returns on products outside the specified return window or change of mind returns of products that do not comply with this Policy. These conditions apply only to change of mind returns and do not apply to items that are returned because they are faulty.

Customer Damage

Novelship is not required to accept any returned product that, as a result of customer negligence (including damage in transit), misuse or tampering, is damaged, has missing parts or in an unsellable condition.


Shipping

For return requests which do not comply with our return policies, you may be charged the redelivery shipping costs.


For change of mind returns, you are responsible for any return shipping costs. Please contact our Customer Service specialists before initiating any returns. The product must be returned within 7 days using the provided return tracking number. Additionally, please share the Return Shipment Label Number or Air Waybill (AWB) Number with our Customer Service specialists for us to track the return.

Product Issues
Should you receive a Product that is different from what you ordered, please contact our Customer Service specialists within 48 hours from shipping date. Please submit these image information to us:

  • Clear photo of the Authentication Tag attached to the product
  • Images of the shoe's left and right size labels.
  • Image of the shoe box size label.
  • Image of the shipping shipping box (with the AWB facing side visible)

Once our team has verified the legitimacy of the issue, we will generate a prepaid return label for you. Buyers must return the Product back to us within 7 days with the return tracking number provided. Please ensure that the Product remains in the same condition as it was shipped.

If the issue you have raised is invalid and you insist on making a return, you will follow the guidelines for change of mind Returns.

Size or Product Exchanges
Product or size exchanges are feasible provided the product is unused, retains the Novelship Authentication Tag, and the box/packaging remains in the same condition as when received. Here are the exchange procedures you may expect depending on your Order Status

Order Status: Order Confirmed, Seller Shipped Out, Arrived For Authentication, Authenticating

  • We will check the availability of the product you are looking for.
  • If the price of the product exceeds your total paid amount, you will need to top up the difference and a 10% Reinventory Fee (based on current Product Price paid).
  • Once payment has been made, you will be matched with a new seller, and the fulfillment period will restart.

Order Status: Delivering To You, Delivery, Delivered

  • Verify that the product adheres to the aforementioned conditions.
  • Requests for exchange or intent to exchange should be made within 30 days of the shipping date and are subject to availability.
  • If your desired product is available, we will guide you through the next steps, including details on any required top-up payment.
  • If the price of the product exceeds your total paid amount, you will need to top up the difference and a 10% Reinventory Fee (based on current Product Price paid).
  • Once payment has been made, we will provide you with the return address.
  • Please return the product to our warehouse. Please note that the cost for return will be borne by the buyer.
  • The returned product should reach us within 7 days of the return arrangement.
  • Once you arrange the return, please provide us with the Return Label Tracking or Airway Bill ID and shipper company.
  • After we receive and verify that the returned product is of acceptable condition, we will proceed with the product exchange as per our policy.
  • You will be matched with a new seller, and the fulfillment period will restart.

Please speak to our Customer Service specialists before performing any such returns. Otherwise, we will not honor your return.

For further information, please refer to our Term and Conditions.

Import Reminder: Please do not facilitate any returns without coordinating with our Customer Service specialists. We will provide you the return address once the top up payment has been made. The top up payment is inclusive of re-shipment fee, re-inventory cost and the price difference (exchanges before product is shipped to you will not incur these costs). We are unable to facilitate a refund for any price differences