Returns & Size Support

This policy explains NOVENU's voluntary return and size-support options for orders delivered in the United States and Canada. It supplements—and does not replace—rights that apply under applicable federal, state, provincial, or local law.

Sizing and complimentary size replacement

This slipper style runs small. Measure from your heel to your longest toe and choose by measured foot length. If you fall between two listed lengths or prefer more room, choose the next available size.

For an eligible size issue, NOVENU provides:

  • One complimentary size replacement per order, at no additional charge and subject to availability.
  • Contact us within 7 days of delivery with your order number and requested replacement size.
  • The slippers must only have been briefly tried on indoors and remain clean, undamaged, and free of visible wear.
  • We may request reasonable photos of the slippers, outsole, and size label.
  • A return is normally not required unless our support team specifically requests one.

If the requested size is unavailable, we will offer an available size or color, or another appropriate resolution. The 7-day request window applies only to this voluntary size-replacement benefit and does not shorten any mandatory legal right.

Damaged, defective, or incorrect items

Please inspect your order upon delivery and contact us as soon as possible—preferably within 7 days—if an item is damaged, defective, materially different from its description, or incorrect. Include your order number and clear photos or video of the item and packaging. Depending on the circumstances and applicable law, the resolution may include replacement, refund, or another required remedy. This requested reporting period does not limit rights available under applicable consumer law.

Packages that do not arrive

Contact us if tracking has shown no movement for 7 business days, if the package has not arrived 5 business days after the end of the estimated delivery window, or promptly after a delivery scan if the package cannot be located. We will investigate using the available tracking and fulfillment information and provide an appropriate replacement or refund when loss or misdelivery is confirmed.

United States and Canada preference returns

Customers in the United States and Canada may request a voluntary change-of-mind return within 30 days of delivery. Contact us before sending any item so we can confirm eligibility and provide the correct return method and address. Do not send a return to the address printed on the package or to NOVENU's Nicaragua business address.

For an eligible preference return, the item must be unworn, unused, clean, undamaged, and in its original condition and packaging. The customer pays return postage where permitted by law. These conditions do not remove remedies for items that were defective, damaged, materially misdescribed, or incorrect when supplied.

Refunds

Approved monetary refunds are issued to the original payment method. Store credit is offered only with the customer's agreement. NOVENU initiates an approved refund promptly after approval or after any required return or evidence is received, and no later than required by applicable law. PayPal, the card issuer, or the customer's financial institution controls when the funds appear in the account.

Order cancellations and fulfillment delays

Contact us immediately if you need to cancel an order. If it has not entered processing or fulfillment, we will cancel it without a cancellation fee and refund the payment to the original method. Once processing or fulfillment has started, cancellation cannot be guaranteed.

If NOVENU cannot ship within the time stated for the order, we will provide the options required by applicable law, which may include consenting to a revised shipment date or cancelling the unshipped order for a prompt refund.

How to contact us

Email support@novenu.com, use our Contact Us page, or reply to your order confirmation email. Include your order number whenever possible.

NOVENU remains responsible for the customer-facing resolution even when an independent supplier, marketplace, fulfillment partner, or carrier is involved.