Refund and Returns Policy

Effective Date: March 13, 2025

At Novamavel Couture Shoes, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your shoes, our Refund and Returns Policy ensures that your experience is as easy and hassle-free as possible. Please read the following policy to understand our return, exchange, and refund process.

1. Return Eligibility

To ensure your return or exchange is processed smoothly, please ensure the following conditions are met:

  • Condition of the Product: Shoes must be unused and in new, unworn condition. They must not show any signs of wear, scratches, or damage.
  • Original Packaging: All returns must include the original packaging, including the shoebox, dust bags, and any accessories that were included with your purchase (e.g., dust bags, inserts).
  • Time Frame: Returns or exchanges must be initiated within 30 days of receiving the product. This includes the shipping date.

Please Note: Personalized or customized shoes, final sale items, and clearance items are not eligible for return or exchange unless the product is defective or damaged upon receipt.

2. How to Return or Exchange an Item

We want to make the return or exchange process as simple as possible. Please follow these steps:

  1. Initiate a Return or Exchange:

    • Visit our Returns & Exchanges page on our website.
    • Provide your order number and details about the item(s) you wish to return or exchange.
    • Indicate whether you would like a refund or an exchange.

  2. Prepare the Item for Return:

    • Carefully pack the item in the original shoebox and any additional packaging.
    • Ensure the shoes are securely wrapped to avoid any damage during shipping.

  3. Return Shipping:

    • You will be responsible for the cost of return shipping unless the item is defective or you received the wrong product.
    • We recommend using a trackable shipping method and obtaining a shipping receipt for proof of return.

  4. Ship the Return:

    • Once your return is initiated, you can ship it to the following address:
      • Novamavel Couture Shoes Returns
      • 1175 Gilmer Mabe Rd, Lawsonville, North Carolina (NC), 27022, United States

3. Refund Process

Once your return is received and inspected, we will notify you via email that your return has been processed. You will receive a refund for the full purchase price of the product, minus any return shipping costs, as long as the item meets the eligibility criteria.

  • Refund Method: Refunds will be issued to your original payment method. Please note that the processing time may vary depending on your payment provider (usually within 7-10 business days).
  • Partial Refunds: If the product is not in its original condition or has been used, you may be issued a partial refund, depending on the extent of the damage.

Please Note: Shipping fees are non-refundable unless the return is due to our error (e.g., wrong product, defective item).

4. Exchanges

If you would like to exchange your item for a different size, color, or style, please initiate a return as described above and place a new order for the desired product. If the exchange is for the same item (e.g., a different size), we will process it as a return and issue a refund for the original purchase.

5. Defective or Incorrect Items

If you receive a defective product or the wrong item, please contact us immediately at info@novamavel.com with the following details:

  • Order number
  • Product name
  • Description of the issue or incorrect item
  • Photographs of the defect or wrong item (if applicable)

We will provide you with a prepaid return shipping label and process your return or exchange at no additional cost to you.

6. International Returns

We also accept returns from international customers. However, international return shipping costs are the responsibility of the customer, and customs duties or taxes are non-refundable.

To ensure a smooth process, please:

  • Contact customer service at info@novamavel.com for specific international return instructions.
  • Be aware that international return shipping may take longer to process.

7. Non-Returnable Items

Certain items are non-returnable unless they are defective or damaged upon receipt:

  • Customized or personalized shoes
  • Final sale items (marked as non-returnable during checkout)
  • Clearance or sale items (unless otherwise specified)

Please carefully review the product details before placing your order to avoid any confusion.

8. Contact Us

If you have any questions or need further assistance with your return or exchange, please feel free to contact our customer service team:

  • Phone: (336) 593-2030
  • Email: info@novamavel.com
  • Business Hours: Monday – Friday, 9:00 AM to 6:00 PM (EST)