Novelship Logo


RETURN POLICY
Novelship operates a platform that connects buyers and sellers in a fair and secure environment. We prioritize maintaining buyer and seller commitments made in transactions, and encourage users to carefully review their order (including Product model, size and release year etc.) before making a purchase to avoid having to explore returns.

REFUND POLICY

Below are circumstances in which a Refund may be issued:


  1. Delayed Shipment: If the seller fails to ship the product within 2 working days, we will make every effort to ensure the seller ships the product as soon as possible. If no resolution is reached within 5 working days, we will attempt to source a new product within 1 to 2 working days. If sourcing is unsuccessful, a full refund will be issued.
  2. Fake Products: If our authentication team marks a product received as fake, and we are unable to source a suitable replacement, a full refund will be issued.
  3. Quality Control (QC) Issue: If our verification team marks a Product to be defective beyond use, if a defect is escalated for Buyer decision and rejected by Buyer, and if we are unable to source a suitable replacement, a full refund will be issued.

Return Refund - 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:


  • QR code sticker pasted on the shoe box
  • 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 deemed to be illegitimate and you insist on making a return, you will need to make your own return arrangements. Buyers must return the Product back to us within 7 days with the return tracking number provided.

Upon receiving your package, our verification team will verify the condition of Product and packaging. Please be aware that we cannot issue a Full Refund if the product is no longer in the same condition as it was when shipped to you.

Return Refund - Other Issues
If you are not satisfied with the product(s) you have received, you have the option to return the Product to us under the following conditions:

  • Return request will only be accepted within 7 days of the Shipment Completion Date. The date is counted from the first reach out to us indicating your desire to return.
  • There will be a return handling fee which is 15% of the total Product value paid.
  • The shipping fee paid will not be refunded.
  • Buyers are responsible for arranging and the cost of return shipment fee involved
  • The Product returned must be unused and in their original condition with the Novelship QR Sticker attached in its original shipped state.
  • Refunds will be issued back to Buyers’ original payment method.

Please speak to our Customer Service specialists before performing any such returns.

Once the return request is accepted by our team and the return address provided through email, Buyers must return the Product back to us within the next 7 days with the return tracking number provided.

Please note:

  • Return of Products will not be accepted if the product / box / packaging are damaged or not in their original shipped condition.
  • Products that are on Sale, Product featured in promotional activities, or Products listed as defective/having quality issues are excluded from returns.

Size or Product Exchanges
Product or size exchanges are feasible provided the product is unused, retains the Novelship QR sticker, and the box/packaging remains in the same condition as when received. Please adhere to the following conditions:

Order Status: Order Confirmed -> 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.
  • 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

  • Verify that the product adheres to the aforementioned conditions.
  • Requests for exchange or intent to exchange should be made within 7 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.
  • Please return the product to our warehouse at your expense. Be aware that the cost for re-shipment will also be borne by you, 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 AWB and related details.
  • After we receive and verify that the product is in the same condition as when shipped, 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 support team. 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.However, we are unable to facilitate a refund for any price differences.