Refund policy
Return and Refund Policy
Effective Date: September 23, 2026
At Novellaro, we believe that the right pair of shoes can express personal style, confidence, and comfort. Our goal is to provide thoughtfully selected women's footwear that combines modern design, everyday comfort, and timeless fashion.
We understand that choosing the perfect shoes online can sometimes be challenging. Because of this, we have created a clear and customer-friendly return and refund process to ensure a smooth shopping experience.
This policy explains the conditions for returns, exchanges, refunds, and product-related concerns.
1. Return Eligibility
Customers may request a return within:
30 days after the delivery date.
To be eligible for a return, all of the following conditions must be met:
- Shoes must be unused and unworn.
- Products must remain in their original condition.
- Shoes must include original packaging, boxes, and accessories.
- The sole must not show signs of outdoor use.
- Original tags must remain attached if applicable.
- Proof of purchase must be provided.
For hygiene and quality control purposes, worn footwear cannot be accepted for return.
2. Eligible Return Reasons
Returns may be requested for:
- Incorrect size selection
- Product appearance not meeting expectations
- Manufacturing defects
- Wrong item received
- Damaged products during shipping
3. Size Exchange Policy
We understand that footwear fit is an important part of the shopping experience.
Customers who need a different size should contact our customer support team before returning the product.
Please provide:
- Order number
- Current shoe size
- Requested replacement size
Exchange availability depends on inventory.
4. Non-Returnable Items
Returns may not be accepted for:
- Shoes that have been worn outdoors
- Products with visible damage caused by customers
- Shoes without original packaging
- Products altered or modified after delivery
- Clearance or final-sale items
5. Damaged or Incorrect Orders
We carefully inspect products before shipment.
If you receive:
- Damaged shoes
- Defective products
- Incorrect styles
- Missing items
please contact us within:
7 days after delivery
with:
- Order number
- Product photos
- Description of the issue
Our team will review your request and provide an appropriate solution.
Possible solutions include:
- Replacement
- Store credit
- Refund
6. Return Process
To start a return request, please contact:
Email:
Please include:
- Full name
- Order number
- Product name
- Reason for return
- Photos if necessary
Customers must receive return authorization before shipping items back.
Unauthorized returns may not be processed.
7. Refund Processing
After the returned product has been received and inspected, we will confirm the refund status.
Approved refunds will be issued to the original payment method.
Refund processing time:
5–10 business days
Additional processing time may depend on your bank or payment provider.
8. Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The wrong product was delivered.
- The item arrived damaged.
- The issue resulted from our error.