FAQ
How does Novateur fit?
Our topwear including t-shirt and hoodie follow a slightly oversized fit. We recommend staying true to your usual size for the oversized look. The bottoms have an oversized fit.
How do I take care of my items?
All items in our collections come with a care label. We strongly recommend you to always follow the instructions on this label. Wash all products on a cool wash and allow to dry naturally. Do not tumble dry. If you have additional questions or you want further advice, please get in touch with us via mail or our socials.
I made a mistake with my shipping address. What can I do?
Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed. Once your order is processed, it is no longer possible to make adjustments.
Can I cancel my order?
We work hard to ensure your order is processed quickly. We do this to make sure you get your order in the quickest time possible. Once you have placed your order we are unable to amend or cancel.We do offer returns. The item(s) need to be registered on our returns portal within 14 days and received within 28 days. Please keep your proof of postage safe until your return is confirmed via email.
Can I change my delivery address?
If u have made a mistake with your address when placing an order, please contact info@novateurclo.com immediately so we can rectify your details. Please quote your order number in the email in the subject to speed the process up.
Will I receive a confirmation email when I place my order?
Once you have placed an order you will shortly receive a confirmation email. To ensure this ends up in your inbox please add info@novateurclo.com to your contacts, otherwise your confirmation email may end up in your junk/spam folder. If you have not received a confirmation email please contact us.
How do I track my order?
An email will be sent confirming your order has left our warehouse, your tracking information will also be included in this email as a link to our personal tracking page. You will receive tracking updates throughout the logistical process.
What can I do when an ordered item is missing?
Please contact info@novateurclo.com as soon as possible with the following information:
● Order number
● Missing item(s)
Our support will investigate the matter and will resolve the issue as quick as possible.
**All missing item claims must be made within 7 days of the delivery date of your order**
I have not received my order, where is it?
Please check the following before contacting our customer service team:
- Check if you have received an email confirming your order has been dispatched. Also check your spam/junk folder.
- Check the tracking information which is included in your dispatch confirmation email using the relevant link.
- Check for emails, phone calls and attempted delivery cards from one of the couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
- Check if nobody at your address has taken the delivery on your behalf.
- Although our couriers should not leave your parcel with a neighbour, it's always worth checking
with your neighbour just in case.
How long will it take to receive my order?
Orders are shipped Monday to Friday excluding Dutch holidays.
Please allow 1-2 business days for order processing. This may take longer during special releases, major holidays and sale periods.
- PostNL delivery to the Netherlands is 1-2 business days.
- DHL delivery to European countries in zone 1 & 2 is 4-6 business days.
- DHL Express delivery to European countries in zone 1 is 1-2 business days.
- DHL Express delivery to European countries in zone 2 is 1-3 business days
- DHL Express delivery to Rest Of the World is 2-4 business days.
Do I need to pay custom & import fees?
All Novateur orders are currently shipped from Europe, you may be subject to additional import fees upon delivery. We recommend using an Import Tax & Duties calculator as a guide.
How do I return my order?
Please use our returns portal and follow any of the instructions. Click here to go to our returns portal.
Novateur is not liable to cover shipping costs for returns unless the product is faulty/incorrect.
For more help please contact: info@novateurclo.com
I have returned my item to Novateur, what happens now?
Once you have dropped the return off, you will receive a confirmation mail provided with a track and trace link. You will be able to track your return. Once your return is received by us you will also receive a mail.
Refunds will take up to 10 working days to end up into the account you paid with via the original payment method.