Do not buy from this disgraceful company, not only the material of the product is cheap and nothing like the picture, the return policy is appalling. A £75 product costs you $75USD to return. They did... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Don't not buy from this company. Material is a disgrace and looks nothing like the photo. If you then try to return the item you are ignored then they block your phone number and do not respond to e... See more
This site is nothing but a scam. Falsely advertises in large font '30 day returns' on all items, when in the small print only allows returns cancelled within 2 HOURS of ordering. This is com... See more
Company replied
This is a scam. Their return policy looks legit until you read the fine print. The clothing is NOT linen or even cotton, it is cheap polyester---IF you even get something from them at all! There a... See more
1.5
Bad
53 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I cannot return my items
I cannot return my items. I have emailed multiple times ‘requesting’ for a return and all I receive is an automated email to give feedback before I can get my returns label. I have emailed many times over nearly a month and still have heard nothing. My 30 days return has nearly expired this is disgusting! If this isn’t sorted in the next couple days i will be contacting trading standards it’s appalling. Looking at these reviews this company should be shut down.
May 16, 2024
Unprompted review
Reply from Thenovaofficial
Dear Olivia,
I'm very sorry to hear about the challenges you've faced with returning your items. This is certainly not the experience we want our customers to have, and I understand your frustration.
Please accept our sincere apologies for the delay in responding to your return requests. I assure you that we take this matter seriously, and we are committed to resolving it promptly for you. I will personally ensure that our customer service team addresses your issue immediately.
Once again, I apologize for any inconvenience caused and thank you for bringing this to our attention.
Best regards,
Rachael
Disgusting customer service
They tell you to email them with subject line “manager” to seem like they are doing something about your issue but when in fact they don’t respond to your emails still. I was offered a 20% refund as a gesture of good will and when in fact I want to return both dresses and get 100% of my money back.
May 24, 2024
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I'm sincerely sorry for the frustration and inconvenience you've experienced with our customer service. This is not the level of service we strive to provide, and I apologize for falling short of your expectations.
Please know that your feedback is incredibly valuable to us, and we take your concerns seriously. I will personally escalate your issue to ensure it is addressed promptly and appropriately.
Once again, I apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter for you.
Best regards,
Rachael
Fake images and reviews on their…
Fake images and reviews on their website. Every single picture by ‘customers’ is a model or Ai generated. Come on here and all the reviews are 1 star, yet on their website all 5 star, glowing fake reviews. Business should be shut down.
May 10, 2024
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I'm truly sorry for the disappointment and frustration you've experienced. Your feedback regarding our website images and reviews is concerning, and we take it very seriously.
Your comments will be thoroughly investigated to ensure our standards are upheld. Thank you for bringing this to our attention. We value your feedback and apologize for any inconvenience caused.
Best regards,
Rachael
This website is a scam
This website is a scam. Order the Amelia dress and wrote support saying the dress I received was nothing like the picture and I would like my money back. They told me I could pick something else from their website, I said no I cannot trust that anything you will send me will be what the picture is, and haven’t heard anything back since. Shipping was so long and had no communication during the whole process.
April 25, 2024
Unprompted review
Reply from Thenovaofficial
Dear Marisa,
I'm deeply sorry for the experience you've had. This is not reflective of the standard of service we aim to provide, and I apologize for any inconvenience or frustration caused.
Please rest assured that we take your concerns seriously. I will personally ensure that your issue is escalated immediately to our customer service team for a swift resolution.
We are committed to addressing your concerns and finding a solution that meets your expectations.
Thank you for bringing this to our attention, and I appreciate your patience as we work to resolve this matter for you.
Best regards,
Rachael
Worst experience of my life
This is the worst experience I have ever had online shopping. I ordered the Amelia dress to my PO Box, which I have ordered hundreds of things to in the past, and I was informed by nova that my package could not be delivered and that it was the customers responsibility to provide the correct address (I did, I went back and checked) and so I would have to pay a re-delivery fee if I wanted to get the dress. I declined to pay this fee because I had provided the correct address, and it was not my fault that it wasn’t delivered. I then asked for a refund and nova informed me that they could not issue me a refund and that they would destroy the dress. Do not give this company your money. It is a scam, and they will make sure they steal every penny that they can from you. They do not list the phone number to call, probably because of issues like this. Order from literally anyone else.
April 29, 2024
Unprompted review
Reply from Thenovaofficial
Dear Savannah,
I'm deeply sorry to hear about your experience. This is certainly not the level of service we aim to provide, and I apologize for the frustration and inconvenience you've encountered.
I assure you that your feedback is taken seriously, and I will personally investigate this matter to understand what went wrong with your order and address it promptly.
Again, I apologize for any distress caused, and we appreciate your patience as we work to resolve this matter for you.
Best regards,
Rachael
0 STARS - TERRIBLE
0 STARS
This is honestly the worst experience I’ve ever had online shopping. I ordered 3 dresses. They arrived and looked COMPLETELY different from the website. During the shipping I had 0 contact from them for tracking number or anything similar. The dresses were all horrible and now I’m trying to return them. The website states you need to email them first to request a refund before shipping them. I’ve emailed twice and had no response. It’s now getting close to the 30 day period of no refund ands they haven’t accepted my refund or even replied to my emails. Absolute NIGHTMARE!
April 2, 2024
Unprompted review
Reply from Thenovaofficial
Dear Jasmine,
I'm truly sorry to hear about your experience, and I understand your frustration. This is not the level of service we aim to provide, and I apologize for the inconvenience and disappointment caused.
Your feedback is extremely valuable to us, and I want to assure you that we take this matter very seriously. I will personally escalate your case to our customer service team to ensure your refund request is addressed promptly.
Thank you for bringing this to our attention. We are committed to resolving this issue and restoring your confidence in our service.
Best regards,
Rachael
It's a scam website.
It's a scam website.
Had to contact the bank to be refunded as they wouldn't cancel my order as 'it was in transit', offered an exchange if I purchased the item first and wouldn't reply to my refund enquiries. They provided a house address in the US to process my refund with a word document 'returns sheet' which I know I wouldn't be refunded if I sent back. So I still have the dresses and contacted my bank's Fraud team instead as they been no help.
April 9, 2024
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I'm sincerely sorry to hear about your experience. This is not the level of service or customer experience we strive to provide, and I apologize for any inconvenience or frustration caused.
Your feedback is crucial to us, and we are committed to resolving this promptly. Thank you for bringing this to our attention. We are dedicated to rectifying this situation and ensuring a satisfactory resolution for you.
Best regards,
Rachael
just an out right scam copy website of…
just an out right scam copy website of The nova of london
March 31, 2024
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I'm deeply sorry for the experience you've had. Your feedback is concerning.
Thank you for bringing this to our attention. We appreciate your patience and cooperation as we work to resolve this matter.
Best regards,
Rachael
Shady operation
The most recent review is a complete contrast of my experience with this business. I was shipped an item without receiving any order confirmation or tracking number. I reached out within the 2hr cancellation window and waited 3 days for a response so that nullified any “cancellation “ process I attempted. When I requested a refund they said I’d have to wait for the order to get to me and their refund policy stated that basically it’d be difficult to get a return and refund granted. They seemingly made a promise in my case to honor my refund if I returned the item to their specifications. Did so and now I’ve been waiting a week to hear back that they received my item and are willing to process my refund. So dumb. Bad business. Anybody with good reviews must be taken with a grain of salt. The item wasn’t even tagged, had no sign that it was new, and I had to ship it back to an address that the order wasn’t originally shipped from and that’s odd. Hopefully they refund me, if not, shame on them. Predatory advertisement on Instagram got me here.
February 23, 2024
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I'm truly sorry for the frustrating experience you've had with our service. Your feedback is important to us, and I apologize for any inconvenience caused during your interaction with our company.
I understand your concerns regarding the cancellation process, communication delays, and the return procedure. This is not reflective of the level of service we strive to provide. I will personally escalate your case to our customer service team to ensure your refund is processed promptly and efficiently.
Again, I apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter for you.
Best regards,
Rachael
Hmm, looks like House of CB
FYI, the clothes, photography back drop look EXACTLY like house of CB, so I would be careful before you buy from here
January 20, 2024
Unprompted review
Reply from Thenovaofficial
Dear Jade,
Thank you for bringing this to our attention. If you have any specific concerns or observations you would like to share, please feel free to reach out to us directly. We value your feedback and are here to address any questions or issues you may have.
Best regards,
Rachael
Horrible experience
I'm want to express my frustration with the support team, I'm trying to following up for days regarding the return and didn't have feedback from the Nova team . 1- the dress looks defective and cheap, 2- the return address is incorrect and is in China, the return policy does not specified that...3- I didn't see that return is not covered by Nova so please advise!!!! Its disappointing and frustrating to deal with this situation!!
January 10, 2024
Unprompted review
Reply from Thenovaofficial
Dear Daiana,
I apologize sincerely for the frustration and inconvenience you've experienced with our support team and return process. This is not the level of service we aim to provide, and I understand your disappointment.
Please rest assured that we take your concerns seriously. I will personally investigate this matter to understand what went wrong with your order, return address, and communication process. Our goal is to rectify this situation promptly for you.
Thank you for bringing this to our attention. We appreciate your patience as we work to resolve this matter and restore your trust in our service.
Best regards,
Rachael
Nothing but a Scam!
This site is nothing but a scam.
Falsely advertises in large font '30 day returns' on all items, when in the small print only allows returns cancelled within 2 HOURS of ordering. This is completely insane.
Even when you DO do notify them within 2 hours, they ignore the email and respond telling you 'the package has already been processed' so there will be no refund or return option.
THIS IS AGAINST UK GOV CONSUMER RIGHTS. Full complaint incoming.
DO NOT USE. DO NOT USE.
December 7, 2023
Unprompted review
Reply from Thenovaofficial
Dear Customer,
I apologize sincerely for the negative experience you've had with our return policy and customer service. This is not acceptable, and I understand your frustration.
Please know that we take your feedback seriously and are committed to addressing this issue promptly. I will personally investigate what went wrong with your order and ensure that our policies are communicated clearly and followed correctly.
Once again, I apologize for any inconvenience caused and appreciate your patience as we work to resolve this matter for you.
Best regards,
Rachael
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.