FAQ
Web www.novestakids.com is not an e-shop. If you would like to buy Novesta kids' collection, you will be redirected to www.gonovesta.com, www.novesta.sk or www.novesta.cz.
HOW TO RETURN PRODUCTS?
1. You have the right to withdraw from the purchase within 14 days without giving a reason. The cancellation period begins on the day of receipt of the last article of your order.
2. Fill out the return form (be sure to specify the reason for the refund that best describes why you are returning the goods).
3. Place the unused goods together with the copy of the invoice and the completed return form, in the original packaging. Wrap the box so that no damage will be done during the transport. For this purpose it is the best to use overwrap, paper, plastic bag or a bigger box (please do not put any tape directly on the box as it would derogate it value). Please note that the return form must always be attached to the article. Make sure that you also provide an account number (in the form of IBAN) on the form for financial reimbursement for the return of the goods.
4. Send goods to the following addresses (The customer/sender alone is responsible for sending back the goods to us on the listed return address):
To:
RETURNING goods from EUROPE
Topanky E-shop s.r.o.
Fraňa Kráľa 16
966 81 Žarnovica
Slovakia
To:
RETURNING goods from United States:
Jeff Zimmerman
1133 Cecile Drive
Port Moody, BC, V3H1M8
Canada
5. The customer will pay all shipping charges related to the return. Upon returning, you are fully responsible for the product(s) being wrapped securely, to effectively avoid damage while they are in transit.
6. After receiving the delivery and checking the goods, we will return the money for your goods to your account. IMPORTANT: As already mentioned, buyer/customer will pay all shipping cost related to the return of goods to us.
Important information:
1. The product to be returned must be new,unused or not worn.
2. Shipping costs of returning the good are paid by the customer.
3. The most common reason for the return is the wrong shoe size. We therefore recommend to see our size charts HERE
WHO WILL PAY FOR THE RETURN COST?
Please note all returns and exchanges are the customer's responsibility unless proves faulty. The cost of return shipping is at the customer’s expense and is non-refundable.
WHERE DO I SEND THE GOODS I WOULD LIKE TO RETURN?
If you wish to return the goods, please fill in the return form (you can download it HERE) and send it back to:
RETURNING goods from EUROPE:
Topanky E-shop s.r.o.
Fraňa Kráľa 16
966 81 Žarnovica
Slovenská republika
RETURNING goods from United States:
Jeff Zimmerman
1133 Cecile Drive
Port Moody, BC, V3H1M8
Canada
Or you can contact our customer support, who will be happy to help you:
• by phone on +421 233 006 793 (Monday - Friday from 9:00 to 16:00),
• or by e-mail at eshop@novesta.sk.
WHAT SHIPPING METHODS DO YOU OFFER?
We offer following methods of shipping: GLS courier or DHL Express courier or DHL non-EU (United States/Norway/Switzerland). Both are courier method and most items should arrive to you approx. within 3-7 working days if in stock.
HOW MUCH IS THE SHIPMENT IN EUROPE?
GLS courier 9,90 €
DHL Express 17,90 €
DHL non-EU 29,90 €
DO YOU SHIP OUTSIDE SLOVAKIA.
Yes. We deliver in all these countries: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States.
WHAT METHODS OF PAYMENT CAN I USE?
You can pay for your purchases in several ways: card payment (we accept Visa, Visa electron, Mastercard, Maestro) or PayPal.
HOW CAN I CHANGE / CANCEL ORDER?
If you would like to change / cancel your order, please contact our customer support immediately, who will be able to help you and will be happy to answer your request.
• by phone on +421 233 006 793 (Monday - Friday from 9:00 to 16:00),
• or by e-mail at eshop@novesta.sk.
WHAT IS THE RIGHT SIZE OF NOVESTA SHOES?
Choosing the right shoe size is the most important info before your purchase. Novesta shoes fit like most shoes, so we recommend you choose your standard size. The Novesta size charts can be found HERE
ARE YOU BETWEEN SIZES?
However, if you are between two sizes, we recommend selecting a smaller size for Star Master and Star Dribble and larger size for other models.
HOW TO SELECT THE RIGHT SIZE?
You can get the most accurate measurement if you try your shoes personally at some shop selling Novesta shoes. When you buy the first pair of Novesta shoes, try some of our stockists in Slovakia or in the world, where they will be happy to assist you in selecting the right size - the complete list of stockists HERE
INCORRECT SIZE OR COLOR?
No problem, the order can be returned within a 14 days period, which starts from the day after you receive your order.
WHAT IS RETURN POLICY AND DEADLINE?
Undamaged and unused goods can be returned within a 14 days period, which starts from the day after you receive your order.
HOW LONG IS THE WARRANTY ON NOVESTA SHOES VALID?
The warranty period for Novesta shoes offered in the Seller’s on-line shop www.gonovesta.com is 24 months and starts to pass on the date of takeover of the goods. A proof of purchase (attached invoice, cash receipt) shall always suffice for claiming rights from liability for defects (complaints). Please download the complaint form, fill it in and send to us. Goods that you wish to claim must be notified in advance to the Call Center (you can call us on +421 233 006 793 (Monday - Friday from 9:00 to 16:00) or send us an e-mail to: eshop@novesta.sk), where they will tell you how to proceed and, if necessary, exactly where to send the goods together with a copy of the invoice (tax document) and this filled-in complaint form (available by clicking HERE).
Warranty period cannot be confused with the lifetime of goods, i.e. the period during which the goods should last if they are used and treated correctly, including maintenance, taking into account the features, the purpose and different intensity of use of the goods. Please submit only cleaned goods. Complaints will be provided without undue delay, no later than 30 calendar days after the date of application. You can find more information HERE.
WHERE CAN I FIND THE RETURN AND COMPLAINT FORM?
Download the return form by clicking HERE.
Download the complaint form by clicking HERE.
CAN I EXCHANGE GOODS?
No, we do not offer exchanges. You may return your order by mail for a full refund & place a new order online for another style or size. Returning goods to our warehouse usually takes a few days. Once your return is received and inspected, we authorise the refund. The amount of time this takes to process the refund differs between banks and payment methods. You should receive your refund via the bank you wrote in the complaint form within 14 days days of receipt of the shipment. Please note: We do not accept C.O.D., they will be rejected.
WHY DON‘T YOU EXCHANGE GOODS?
We are try to improve and speed up our customer service. As we know, that our customers wish to have the order at home as fast as possible, we decided not to exchange goods. We will instead return the money for the returned goods to you. If you want a different size or color, there is nothing easier than creating a new order at www.gonovesta.com and having it in a few days at your home.
DO YOU NEED HELP?
Call us at +421 233 006 793 (Monday - Friday from 9:00 to 16:00) or email us to: eshop@novesta.sk