FREQUENTLY ASKED QUESTIONS
Welcome to our FAQ, we are so happy to have you here and as a client. We have tried to answer the most common questions.
PAYMENTS
At Novee, we accept the following payment methods:
- Credit Cards: Visa, MasterCard, American Express
- Apple Pay & Google Pay
ORDERS
Absolutely! Once your order and payment are confirmed, you'll receive an email from us to acknowledge it. When your order ships (usually within 1-5 business days, depending on the shipping option you chose), we'll send another email with a shipping confirmation and tracking details—available in most countries. Need an update anytime? Use our Order Tracker to check the latest status of your order.
No worries! While we can’t update email addresses on submitted orders, you can still track your order. Simply enter the incorrect email you used along with your order number into our Order Tracker, and you’ll get all the updates there.
If you need to initiate a return, you'll need to use the same email address as it appears on your order. We’re sorry for any inconvenience this might cause and are here to help if you have any questions.
No problem! If you don’t have an account with us yet, you can create one for free using the same email address you used to place your order. Once logged in, head to your “Order and Subscription History” to view all your order details, including your order number.
We’ve made it easy to keep track of everything in one place!
If it’s been more than 60 minutes, reach out to our Customer Care team as soon as possible. We’ll do our best to cancel your order before it ships. Our team is available Monday to Friday, from 9 am to 5 pm (CET).
If you can’t find the answer you’re looking for on this page, feel free to contact our Customer Service team directly.
We aim to respond to your inquiry as quickly as possible. However, during busy periods like public holidays or sales events, there may be a delay of up to 2 business days.
Our team is here to help Monday to Friday, from 9 am to 5 pm (CET).
First, check your spam or junk mail folder, sometimes emails can end up there. If you still don’t see it, please contact our Customer Care team, and we’ll be happy to assist you.
If a product or specific size is unavailable, this will be indicated directly on the product page.
If the item you want is out of stock, you can provide your email address, and we’ll notify you as soon as it’s back in stock. It’s an easy way to stay updated!
Our team is here to help Monday to Friday, from 9 am to 5 pm (CET).
SHIPPING
Keep an eye on your order every step of the way with our Order Tracker. As soon as your order ships, you’ll receive a confirmation email with all the details, including the carrier and tracking number. Stay tuned—it won’t be long!
We deliver to over 40 countries worldwide and are always looking to expand! To check if we ship to your location, simply select your country at the top and the bottom of our website. If your country isn’t listed, it means we’re not shipping there just yet.
Parcels shipped within Europe typically take 1–2 working days to arrive. Deliveries for international orders headed overseas generally take 3–5 working days. For more details, please visit our Shipping page.
We’re sorry to hear you’re still waiting for your order. We understand how frustrating delays can be. Please reach out to our Delivery team via the Contact Us form. They’ll promptly investigate your order's status. While waiting, don’t forget to check our Order Tracker for the latest updates on your shipment.
RETURNS AND EXCHANGES
We currently do not offer direct exchanges. If you’d like to exchange an item, simply follow these steps:
- Return the Item: Submit a return request for the item you wish to exchange. Once we receive and inspect the return, the purchase price will be refunded to your original payment method.
- Place a New Order: Place a new order for the correct item you’d like to receive.
This ensures you get the correct product as quickly as possible!
We’re unable to process exchanges for different models. However, we’re happy to exchange items for new sizes or colors of the same model.
If you’d like to switch to a different model, follow these steps:
- Submit a return request by entering your order number and the email address used to place the order here.
- Return the original order for a refund.
- Place a new order for your preferred model.
If you need any help, our Customer Care team is here to assist!
VAT AND TAXES
It’s possible that your order may be subject to taxes, duties, or fees depending on your country’s customs regulations. We recommend checking with your local Customs Office for clarity on any charges before placing an order. Noove cannot take responsibility for individual duties or local taxes incurred on orders made through our website.
Europe
- VAT (Value Added Tax):
For customers within the European Union, VAT is included in all prices on our website. Noove absorbs all VAT-related costs, ensuring you won’t be charged additional VAT regardless of your location within the EU. - Duties and Other Taxes:
For customers outside the EU (with the exception of UK and Switzerland) or in countries with additional import fees, please check with your local customs office to confirm applicable rates.
General Notes
- Prices remain consistent for all European customers, whether inside or outside the EU.
For any uncertainties, contact your local customs office for more details on potential import costs.
PRODUCT INFORMATION
Details about the materials used for each product are available on its individual product page.
If you have additional questions or need more information, feel free to reach out to us here—we’re happy to help!
Our products are crafted using premium, sustainable materials. We are dedicated to selecting only the highest quality options to ensure durability and longevity, allowing our products to be used for years to come.
For more details, visit our About us section to learn about our commitment to quality and sustainability.
General Care and Maintenance
- Always follow the washing instructions on the label sewn inside the item and on the product page.
- Before washing: Close all zips, pockets, Velcro straps, or similar materials.
- Wash sportswear separately from other clothing.
- Separate dark, light, and bright colors when washing.
- Use a washing machine at the temperature recommended on the inner label, and avoid hot cycles that can damage the fabric.
- Avoid: Washing powder, fabric softeners, and bleach, as they can compromise the fabric's softness and durability.
- Do not iron, dry clean, or tumble dry. Keep prints and labels away from heat sources.
Care Instructions for Merino Wool and Blended Fabrics
- Use normal detergents; no need for wool-specific detergents, as these can contain softeners that damage Merino or blended fibers.
- Avoid hanging Merino wool products to dry, as the water weight can stretch the fabric and alter its shape. Instead, lay them flat in a horizontal position for drying.
By following these steps, you’ll help maintain the quality, performance, and longevity of your Noove apparel!
For further info please visit our Care Guide.
SUSTAINABILITY
The fashion industry faces a critical issue: overproduction, unsold stock, and waste. Millions of garments are made, never worn, and destroyed—at a huge cost to the planet and businesses. Long production cycles (up to 18 months) and a misalignment between what’s produced and what’s needed make the system inefficient and unsustainable.
Using recycled materials isn’t enough if products remain unsold. Stockpiling garments that end up discounted or discarded isn’t sustainability—it’s waste. This practice harms both the environment and the economy, leading to drastic cost cuts, job losses, and lower product quality.
Our Solution
Noove stands for "No Overstock, No Overproduction." We create durable, essential pieces, produced locally using sustainable materials in limited quantities that match real demand. Our vision is simple: fewer garments, better quality, less waste.
At Noove, sustainability is at the heart of everything we do. Our goal is to minimize environmental impact while achieving sustainable growth and meeting the needs of our customers and stakeholders. We believe that adopting sustainable practices not only benefits the planet but also creates value for our business by reducing costs, improving efficiency, and strengthening our reputation. Sustainability is more than a commitment—it’s how we ensure a better future for everyone.
We prioritize your safety and ethical practices, which is why we use OEKO-TEX® certified materials. The OEKO-TEX® Standard 100 guarantees that our products are free from harmful substances and meet or exceed both national and international standards. We’re proud to share that nearly all our material suppliers hold this certification, reflecting our commitment to quality and responsible production.
Bluesign® is a globally recognized certification system that ensures sustainability and environmental responsibility in textile production. It establishes strict standards for the use of chemicals, energy, water, and waste, awarding certification only to manufacturers who meet these rigorous criteria. The system is based on five core principles and is widely embraced by leading brands as a mark of their commitment to sustainability and responsible production practices.
Our eco-packaging is crafted from certified pre-consumer waste materials and produced just a few kilometers from our manufacturing facility in Italy. This sustainable approach minimizes waste and reduces our environmental impact, while also supporting the local economy by sourcing materials from nearby suppliers.
WARRANTY AND CLAIM
We take pride in our commitment to high-quality products and manufacturing standards. If you believe your item is faulty, please contact our support team. We’ll assist in organizing a refund or exchange, where appropriate. Please note that our warranty does not cover normal wear and tear. For further assistance, reach out to us—we’re here to help!
Our warranty does not cover the following:
- Defects caused by crashes or accidents.
- Improper care of the product.
- Normal wear and tear from regular use.
- Natural fading of materials and colors over time or with use.
If you’re unsure about a specific issue, feel free to reach out to our support team for assistance!
At Noove we are dedicated to producing high-quality products, but on rare occasions, faults may occur. If you believe your product is faulty, you can submit a warranty claim, and we’ll arrange a replacement, credit, or refund as appropriate.
What’s Not Covered
Warranty and faulty goods claims do not cover normal wear and tear.
How to Submit a Claim: Write here.
What You’ll Need
- Your order number.
- Images showing the defect or damage.
If you’re missing any of this information, contact us directly, and we’ll do our best to help you with your claim!
DIDN'T FIND YOU ANSWER?
Don't hesitate to contact us
