Novelship Reviews 

Antwoord van Novelship

22 sep 2026

Hi,

We're sorry to hear about your frustrating experience with the cancellation and refund process. We understand how disappointing it must have been to provide confirmation and email proof, only to feel that your request was not handled as expected. We sincerely apologize for the inconvenience and communication difficulties you encountered.

Our team aims to review cancellation requests based on our applicable cancellation policy and the available options for each order. We understand the importance of clear communication throughout this process.

If you still require assistance, we encourage you to contact our Customer Support team through the Novelship app or email so we can review your case and assist you with the available options based on the applicable cancellation policy.

Thank you for taking the time to share your feedback. We appreciate your understanding.

Antwoord van Novelship

22 sep 2026

Hi,

We're sorry to hear about your experience and understand how frustrating it must be to wait two weeks without receiving a clear update on your order. We sincerely apologize for the inconvenience and difficulty you’ve experienced when trying to reach our team.

Our Customer Support team is available to assist you with your order and provide further information regarding its status. If you are interacting with our automated support system, you can request to "connect to an agent" or ask to speak with a human agent for further assistance.

We also recommend logging in to your Novelship account to check your active orders and confirm the latest available order information.

If you continue to experience difficulties or need further assistance, please reach out to our Customer Support team through the Novelship app or email so we can help review your order.

Thank you for your patience and understanding.

Antwoord van Novelship

22 sep 2026

Hi,

Thank you for sharing your feedback. We understand how concerning it would be to receive an item that you believe is not authentic, and we're sorry to hear about your experience.

At Novelship, every item is sent to our warehouse for physical inspection and authentication before being shipped to the buyer. Our authentication process includes checking UV patterns, materials, stitching, and other product details against our extensive database to assess authenticity and condition. If our team cannot verify an item as 100% genuine and new, it is rejected.

We take authenticity concerns seriously. If you believe there is an issue with your order, we encourage you to contact our Customer Support team through the Novelship app or email so we can review your case and provide appropriate assistance. Any concerns regarding an item's authenticity or condition are subject to review based on the available information and applicable policy.

For items received with product issues, we ask buyers to contact us within 48 hours of delivery. The Novelship Authentication Tag must remain attached, and the item should be unworn and in its original condition, where applicable to the return requirements.

You can find more information about our policy here:
https://support.novelship.com/en/article/what-if-i-receive-incorrect-or-defect-item-17vq8r9/

We would appreciate the opportunity to review your case further and assist you through our Customer Support team.

Antwoord van Novelship

17 sep 2026

Hi,

We’re sorry to hear about your experience and understand how frustrating it must have been to receive an item that did not fit as expected, especially after referring to the sizing information provided on our website.

We understand your concerns regarding the exchange and return costs, as well as the refund amount communicated to you. We also apologize if the explanation provided regarding the refund calculation did not give you the level of clarity you were looking for.

Our Customer Service team has shared the applicable exchange and return policy with you, and we assist customers based on the procedures and policies currently in effect. You can also review our exchange policy here:

https://support.novelship.com/en/article/can-i-exchange-my-item-for-a-different-size-25slx8/

We appreciate you taking the time to share your feedback. We will continue to review customer feedback to improve the clarity of our sizing information and support processes.

Antwoord van Novelship

15 sep 2026

Thank you so much for your amazing review! We're really glad to hear your Aya Brown AM95 arrived safely and that you're happy with the authenticity, service, and price. We truly appreciate your trust and support, and we look forward to serving you again! 😊

Best,
The Novelship Team

Antwoord van Novelship

15 sep 2026

We’re sorry to hear that your experience with Novelship did not meet your expectations. We understand how frustrating it can be when updates are delayed and delivery takes longer than expected.

We’d appreciate the opportunity to look into your order and understand what happened. Please feel free to reach out to our Customer Support team with your order details so we can review this further and assist you accordingly.

Thank you for sharing your feedback — we’ll take it into consideration as we continue improving our service.

Antwoord van Novelship

15 sep 2026

We’re sorry to hear that your order has not arrived yet, and we understand how frustrating it is to be waiting for your delivery.

We’d be happy to look into the latest status of your order and provide you with an update. Please reach out to our Customer Support team with your order details so we can check this for you and assist with the next steps.

We sincerely apologize for the inconvenience and appreciate your patience.

Antwoord van Novelship

15 sep 2026

We’re really sorry to hear about your experience. We understand how frustrating it must have been to repeatedly reach out for help with a size exchange and return, only to receive responses that didn’t provide a clear next step.

This is not the level of customer service we aim to provide. We take your feedback seriously, especially regarding the lack of actionable follow-up, and we’ll use it to improve how these cases are handled.

We’d appreciate the opportunity to look into your case and assist you properly. Please reach out to our Customer Support team with your order details so we can review what happened and help with the appropriate next steps.

We sincerely apologize for the time and frustration this has caused.

Antwoord van Novelship

15 sep 2026

Thank you for sharing your feedback. We understand that having access to live support can make it much easier to get quick answers, especially when you’re waiting for an update on an order.

We’re sorry if our current support process made it difficult to get the information you needed. We appreciate your feedback and will take it into consideration as we continue improving our customer support experience.

Thank you for your understanding and for giving us the opportunity to improve.

Antwoord van Novelship

15 sep 2026

We’re truly sorry to hear how frustrating and disappointing this experience has been, especially as the order was intended as a gift. We understand how upsetting repeated delays can be when you’ve already spent a significant amount and are waiting for your purchase to arrive.

We also understand your frustration with receiving quick responses that did not provide the resolution or reassurance you were looking for. This is not the experience we want our customers to have.

We’d like the opportunity to review your order and provide a clear update on its current status. Please reach out to our Customer Support team with your order details so we can look into this and assist you with the next steps.

We sincerely apologize for the inconvenience and disappointment caused.

Antwoord van Novelship

6 sep 2026

Thank you for sharing your feedback. We sincerely apologize that you experienced difficulties when trying to request a return. We understand how frustrating this must have been, especially when the football boots did not fit your son as expected.

For returns due to change of mind or size-related reasons, customers can review our return policy and eligibility requirements here:
https://support.novelship.com/en/article/what-is-the-return-policy-7nx5mx/

Our Customer Service team is available to assist customers via email or through the chat feature in the Novelship app. When using the chat, you may request to connect with an agent for further assistance.

We’re sorry if you were unable to receive the assistance you expected. We want to assure you that our Customer Service team is available to review each case and provide assistance based on the applicable return policy and available options.

We appreciate your feedback and will continue working to improve our customer experience.

Antwoord van Novelship

4 sep 2026

Hi there, we’re sorry to hear about your experience and understand your frustration.

We’d really appreciate the opportunity to look into this further and assist you with your order and refund. Please reach out to our Customer Support team via chat or email with your order details, and our team will be happy to review this with you directly.

Thank you for bringing this to our attention.

Antwoord van Novelship

4 sep 2026

Hi there, we’re sorry to hear about your experience and understand your frustration.

We take concerns regarding product authenticity, delivery, and order documentation seriously. We’d appreciate the opportunity to review your order and investigate what happened.

Please reach out to our Customer Support team via chat or email with your order details, and our team will be happy to assist you further.

Thank you for bringing this to our attention.

Antwoord van Novelship

3 sep 2026

Thank you for sharing your feedback with us. We sincerely apologize for the frustration and uncertainty caused by the delay with your order. We understand how concerning it is to have an order of significant value remain without a clear update.

Our standard orders typically take 4–9 business days to arrive. However, processing and delivery times may occasionally be extended due to factors outside our control, including seller fulfillment, inventory availability, customs clearance, public holidays, regional border restrictions, or high-volume periods with our third-party logistics partners.

We also sincerely apologize if our previous responses felt repetitive or if you felt that your messages were not properly addressed. This is not the experience we aim to provide, and we understand how frustrating it can be when you are waiting for both an update and a resolution.

Our Customer Service team remains available to assist through the Novelship app chat or email. If you contact us through the app, you may also request to be connected with an agent so that your case can be reviewed further.

We appreciate you bringing this experience to our attention. Your feedback is important to us and helps us identify areas where we can improve both our communication and overall customer experience.

Antwoord van Novelship

3 sep 2026

Thank you for sharing your feedback with us. We sincerely apologize for the delay in delivery and for the disappointment caused by the stitching issue with your trainers.

We understand your concern regarding the condition of the item after use. In this case, our team shared the applicable policies regarding items that have already been worn, as well as the process for reporting an incorrect or defective item. These policies help us determine the appropriate resolution based on the condition of the item and the details provided.

For reference, our policies can be found here:

Incorrect or Defective Item:
https://support.novelship.com/en/article/what-if-i-receive-incorrect-or-defect-item-17vq8r9/

Returning an Item That Has Already Been Worn:
https://support.novelship.com/en/article/can-i-return-an-item-if-i-have-already-worn-it-11qa2as/

We are sorry if our response did not meet your expectations. We appreciate your feedback regarding both the delivery experience and how your concern was handled, and we will continue working to improve our service and customer experience.

Antwoord van Novelship

3 sep 2026

Thank you for taking the time to share your experience with us. We sincerely apologize for the delay and understand how disappointing it must have been, especially as the shoes were intended for your son to wear to school.

Our standard orders typically take 4–9 business days to arrive. However, in some cases, processing and shipping may take longer due to factors such as inventory availability, customs clearance, public holidays, regional restrictions, or high-volume periods affecting our logistics partners.

While we’re sorry that the shoes did not arrive in time for their intended use, we’re glad to hear that they arrived safely, fit perfectly, and were in good condition.

We truly appreciate your feedback, as it helps us identify areas where we can improve our service and delivery experience. If you ever need assistance with an order, our Customer Service team is always available through the Novelship app or via email.

Thank you for choosing Novelship, and we hope to serve you better on your next purchase.

Antwoord van Novelship

24 aug 2026

Thank you for sharing your concerns. We’re sorry to hear that you were disappointed with your purchase and understand how concerning it would be to question the authenticity or condition of an item you received.

We’d like to clarify that authenticity and quality checks are an essential part of our process. Every item is physically inspected at our warehouse before it is dispatched. Our authentication process includes checking details such as materials, stitching, construction, UV patterns, and other characteristics against our extensive database and reference pairs. If our team cannot verify an item as genuine and in the expected condition, it will not be approved for sale.

Regarding the wear you experienced, we understand your concerns. However, the condition of an item after use can be affected by various factors, including frequency of wear, environment, and usage conditions. We would be happy to review the specific concerns regarding your pair.

If you experience a product issue upon arrival, please contact our Customer Service team within the applicable reporting timeframe and provide the relevant details and supporting photos. Our team can then review the case and advise on the appropriate next steps in accordance with our policies.

We take concerns regarding authenticity and product quality seriously and appreciate the opportunity to address them.

Antwoord van Novelship

20 aug 2026

Thank you for sharing your feedback. We understand your concerns regarding the factory seal and the condition in which the Pokémon TCG product was received.

We can confirm that your concern has already been reviewed and addressed by our Customer Service team. As a marketplace, Novelship requires products sold through our platform to go through an authentication and quality-check process before they are shipped to buyers. This process is in place to verify the product and ensure that the buyer receives the correct and authentic item.

As part of this process, our authentication team may need to open packaging to inspect the contents. We understand that this can be a concern for collectors, particularly where factory-sealed condition affects resale value.

You can learn more about our authentication process in our FAQ:
https://support.novelship.com/en/article/how-does-the-novelship-authentication-process-work-t67nzd/

We appreciate your feedback and understand that the authentication process may not align with your expectations for factory-sealed collectibles. For any further questions regarding your specific order, our Customer Service team remains available to assist.

Antwoord van Novelship

20 aug 2026

Thank you for sharing your feedback. We understand your concerns regarding the delivery timeframe and the Express Shipping option.

We can see that you have already been in contact with our Customer Service team, and our team has responded to your inquiry and is continuing to assist you directly with the status of your order and your concerns regarding the shipping timeframe.

To clarify, the delivery window shown on our website is an estimated timeframe and not a guaranteed delivery date. As Novelship operates as a marketplace connecting buyers with verified sellers, we do not hold inventory directly. The seller must first fulfill the item to our warehouse, where it undergoes authentication and quality checks before it can be shipped to the buyer. Express Shipping applies to the delivery from our warehouse after the item has completed this process.

We also want to reassure you that items sold through Novelship undergo our authentication and quality inspection process before being dispatched to buyers.

We appreciate your patience and hope your order reaches you as soon as possible. Our Customer Service team will continue assisting you with any updates regarding your order.

Antwoord van Novelship

18 aug 2026

Hi there,

We’re sorry to hear about your experience, and we understand how frustrating it must have been to receive your item in this condition and have difficulty getting a response.

Our Customer Support team is actively working through all incoming requests, and we’ll make sure your case is followed up and handled accordingly. We appreciate your patience while our team works to assist you.

Thank you for bringing this to our attention. We hope to have the opportunity to resolve this for you.

Best regards,