Refund policy

We hope you love your order, but if something isn’t quite right, you can start a return within 14 days of receiving your item. 

The returned items must arrive at our warehouse within 14-days of you letting us know. Unfortunately, if we receive your return outside of this timeframe, we may not be able to assist you. This does not affect your statutory rights. Any items approved for return after this period will be eligible only for a credit issued onto a gift card, valid for one year from the date of issue.

Returns Conditions

We can only accept returns when items are:

• Unworn, unwashed, and in original condition
  
• With the original hangtag securely attached
  
• Free from perfume, makeup, or other marks

Return Costs

Returns are on us when you keep at least one item or opt for store credit. A restocking fee starting from €6 applies to all other returns and will be deducted from your refund. The fee depends on your shipping country.

Country	Standard Return Fee
Belgium	€6
Netherlands	€6
Luxembourg	€6
Germany	€6
France	€6
Austria	€6
Denmark	€8
Sweden	€15
Spain	€8
Italy	€15
Portugal	€15
Finland	€8

 

How to start a return

You can easily request a return via your Nové Rose account:

1. Log in to your account
2. Select your order and the item(s) you wish to return
3. We'll email you a prepaid return label and instructions
4. Pack your items with original tags attached (unworn, unwashed)
5. Ship back using the provided label
6. Your refund will be processed within 2-3 business days after we receive your return

Damages & Issues

Please inspect your order upon delivery. If an item arrives defective, damaged, or incorrect, contact us immediately at hello@noverose.eu so we can resolve it for you. Return costs for faulty items are covered by us.

Non-returnable Items

Gift cards cannot be returned.

Exchanges

We will offer you a free exchange.

Free gift with orders

If an order includes a free gift, this gift must also be returned unworn and in its original condition.

If the free gift is not returned, the regular retail value of the gift will be deducted from the amount to be refunded.

Refunds

Once we receive and approve your return, your refund will be processed within 2-3 business days to your original payment method. Please allow additional time for your bank or card provider to post the refund. If you haven't received it after 8 business days, reach out to us.

CUSTOMER SERVICE

hello@noverose.eu

COMPANY DETAILS

Maison Céleste
Breemstraat 92
3650 Dilsen-Stokkem
Belgium
Company number: 1008813262

RETURNS ADDRESS

Maastrichterstraat 3A
3690 Zutendaal
Belgium