Returns Policy

At NōVW, we pride ourselves on our quality and customer service, which ensures your NōVW experience is a great one. If you have any questions at all, please contact us at contactus@novw.com.au and we will do our best to help answer your query.

ORDERS

It is the customer’s responsibility to ensure all details submitted are correct, including correct spelling, style and colours.

NōVW will not be held responsible if the customer provides incorrect information.

Once a custom order is placed, this order is final and NōVW is unable to amend any orders.

As each item is intricately made to order, it can take between 4 – 8 weeks for orders to arrive. We work as fast and efficiently as possible to have your beautiful knitted piece home to you, however please be mindful that during busy seasons we may not be able to complete orders within the standard 4 week period. Postal service can also vary in times that it takes to deliver, so please keep this in mind prior to ordering or contact us first to discuss possibilities of fast-tracking your order. 

DELIVERY

The standard duration to knit and deliver a single item is 4-6 weeks – please contact us at sales@novw.com.au if you need an order to be completed sooner.

Please note that delivery times may be longer during peak seasons such as Christmas.

RETURNS

As all orders are made to order, they unfortunately cannot be returned for a refund or exchanged for a change of mind.

If an item is faulty, wrongly described or different from the sample shown, then we will meet our legal obligations which may include refunding the purchase price and delivery charges, or providing a replacement product, provided the item is returned in its original condition within 30 days of delivery.