Can I return my order after I receive them?
Novelship is a platform that connects buyers and sellers in a fair and secure environment. We understand that our users value their anonymity and firmly believe that any trades and buyer-seller commitments made should be upheld bilaterally. Therefore, we do not allow returns or exchanges for any items purchased. We strongly encourage users to check their orders (sizing, item model, release batch etc.) before purchasing them to prevent disappointments (ie. purchasing the wrong size).
If you have received an incorrect or defective product (not within our acceptable standard), please reach out to our customer support team at firstname.lastname@example.org.
What can I do if I ordered the wrong size?
Become a seller with Novelship by simply listing the product. Learn about listing a product here.
I received an incorrect product. What should I do?
Step 1: Please reach out to our support team at email@example.com within 48 hours upon receipt of the product. Provide the following photos for verification:
Note: If all photos required cannot be provided, we cannot proceed with the process.
- Image of the Novelship tag still attached to the shoe
- A clear image of the Novelship tag
- Shoe size label left and right (if applicable)
- Shoebox size label
- Shipping box/poly mailer bag full image
Step 2: The team will verify the photos provided and match them with our records.
Step 3: We will generate the return label once the product is verified as incorrect. You will be updated via email.
Step 4: Please make sure that the product is in the same condition upon delivery. If the authentication tag is removed, we cannot proceed with the return.
Step 5: Ensure that the product is packed safely to avoid damage during transit. You may use the same shipping box/poly mailer bag. If the product is damaged due to improper packaging, you may be charged a damage penalty.
Shipping is arranged and post-paid by Novelship, simply hand over the package to the courier. Upon receipt of your package, our team will verify its condition. If the product is found to be in a different condition when it reaches our warehouse, we will not accept the return.
After verifying your item, you will be given 2 options below:
- We will source a new product from a different seller. This may take between 1 to 3 working days. In the event that this is unsuccessful, your order will be canceled and we will issue a full refund.
- Your order will be canceled and we will issue a full refund.
Note: You can expect to receive your refund in your account within 5-10 business days, depending on the provided banks’ processing time.
My order didn't arrive after 10 days of waiting. Your team informed me via email that the seller’s product was not authentic hence I was given an option to pursue another seller or a refund option. I chose to refund instead. But after replying to the email thread, there’s no acknowledgment and it’s been 5 days since then. The payment gateway I used for the purchase is still deducting the installment amount. The payment company can’t do anything about it until the vendor- Novelship cancels the order. Please cancel my order. Contact me if you need any information.
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