Welcome to the official Trustpilot x Novelship page. We appreciate your reviews of our products and services - let us know how we can do better. How It Works? We strive to be the Marketplace of Current CultureOur mission is to provide access to the world’s most coveted items in the smartest way possible. Buy and sell the hottest sneakers, apparel, collectibles, and trading cards.Novelship Is LegitNovelship is a platform for buying and selling 100% authentic sneakers, streetwear, and collectibles. With over 500,000 items from authorized sources, we ensure every product is verified, so you can shop with confidence. Trust Novelship for a seamless experience and unmatched authenticity.Learn more about our authentication process here.The Power's In Your HandBuying on NovelshipWith over 500,000 verified items, you can Buy Now or Make an Offer with confidence. Shop seamlessly and elevate your style with Novelship!SHOP NOW!Selling on NovelshipNovelship makes selling easy and secure for sneakerheads and collectors. List your 100% authentic items, set your price, and connect with thousands of buyers across the world. With streamlined verification and fast payouts, selling on Novelship is as seamless as buying.
Written by the business, not verified by us.Novelship (novelship.com) has a 3.0 out of 5 rating on OK.one, based on 866 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is mixed. 23% of reviews are 1 star, a relatively high share; The business has replied to 60% of negative reviews; Reviews mostly discuss Customer service, Refund. Last updated 2026-10-24.
Most reviewers were unhappy with their experience overall. Customers frequently complained about delayed deliveries, extended waiting times, and orders failing to arrive on schedule. Many buyers also expressed frustration regarding unhelpful support teams, difficulties cancelling orders, and very long delays in receiving refunds. Additionally, numerous people claimed that the items received had quality issues or arrived damaged. Some reviewers were happy with the fast delivery and authentic products they received. A few consumers additionally mentioned that prices were great and customer support was very helpful. Other buyers appreciated that items arrived in good condition after overseas shipping.
Auto-generated from all reviews of this business. For reference only.Generally was ok. But recent shipment parcel was lost in courier. Lets see how novelship will handle my case
Thank you for sharing your feedback with us! We’re glad to hear that your overall experience has been okay. We’re sorry to hear about the recent delivery issue, and we completely understand your concern. Our team will do our best to assist with the case and work towards a resolution. We appreciate your patience and understanding! 🙏
Very poor experience. Our order arrived in the wrong size, even though we ordered the correct size. When we tried to resolve the issue, we were told it would cost £84 to change the size and a further £74 for us to return the incorrect size. Responses were also very slow, making the whole process even more frustrating. Poor customer service and an unnecessarily difficult returns/exchange process. I would not recommend buying from this company. We have since ordered from StockX recieved in 2 days faultless service and perfect fit. Unfortunately still have a pair of trainers in an incorrect size which is not economical viable to send back .
We're sorry to hear that your order arrived in a different size than expected, and we understand how frustrating the exchange and return costs and the slow responses must have been. As we are unable to identify the specific order or account from the information provided in the review, we would appreciate the opportunity to look into your case further, including the size discrepancy and the charges you were quoted, if you could share some additional details with our Customer Service team. Please kindly contact our Customer Service team through the Novelship app or via email and provide your order ID and the email address registered to your Novelship account. This will allow our team to locate your order, verify the size details, and review the matter based on the relevant information. If you have already contacted our Customer Service team, please continue through the existing email thread so we can avoid any missed information and ensure your case is reviewed accordingly. Thank you for taking the time to share your feedback..
Wont let you delete your account or delete your payment info. Have to submit an email deletion and even then customer service is horrible. 3 months in and still can’t delete .
We understand your concerns and are sorry to hear about your experience with Novelship. As we are unable to identify the specific account from the information provided in the review, we would appreciate the opportunity to look into your case further if you could share some additional details with our Customer Service team. Please kindly contact our Customer Service team through the Novelship app or via email and provide your order ID and the email address registered to your Novelship account. This will allow our team to locate and review the matter based on the relevant details. If you have already contacted our Customer Service team, please continue through the existing email thread so we can avoid any missed information and ensure your case is reviewed accordingly. Thank you for taking the time to share your feedback.
Terrible company avoid!!! I purchased some shoes over two months ago. After six weeks they told me they would have to cancel my order. It's now three weeks and I've still not received a refund even though they told me it would be five days. Ignored 3 emails Novelship then reply to this review with standard reply but still no refund. Legal action started to recover funds. Scam be warned
We're sorry to hear that your order was cancelled after such a long wait, and we understand how frustrating it is to still be waiting for your refund well beyond the timeline you were given. As we are unable to identify the specific order or account from the information provided in the review, we would appreciate the opportunity to look into your case further, including the current status of your refund, if you could share some additional details with our Customer Service team. Please kindly contact our Customer Service team through the Novelship app or via email and provide your order ID and the email address registered to your Novelship account. This will allow our team to locate your order, check the refund status, and follow up on the matter accordingly. If you have already contacted our Customer Service team, please continue through the existing email thread so we can avoid any missed information and ensure your case is reviewed accordingly. Thank you for taking the time to share your feedback.
I received my order today but the jacket does not fit me properly and I need to return it for a refund.. it is China sizing and would literally fit a child more than an adult! however it’s not a simple process whatsoever when it comes to wanting to return it. Apparently you have to contact them first before sending it back so they can register your return which is where the ultimate migraine from hell kicks in! The live chat is beyond useless it’s just an AI bot typing rubbish and asking silly questions making you go through one assault course after another (I felt like I was on Ninja Warrior at one point) when all I want to do is speak to a live agent. Did I get connected to a live agent eventually? You guessed it! I didn’t. I then attempted to contact them via email to which my surprise they responded and apparently they couldn’t recognise my order number which was very convenient and stated that I could no longer be helped by this particular agent so I was promised that my issue would be escalated and dealt with as soon as possible by someone else.. however hours later I’m still waiting to hear back and left sat here like a lemon twiddling my thumbs. I also tried once again later on to get through to someone on live chat but this time I got left on ‘read’ which is absolutely ridiculous and unprofessional. Will this issue ever be resolved? Your guesses are as good as mine. The way this company treats customers is disgusting!!!!!! Stay clear!!!!!!!
We're sorry to hear about the difficulty you experienced with the sizing of your jacket and the return process, as well as the frustration of trying to reach our Customer Service team through live chat. If you are using our in-app chat, you may request to connect with a human agent for further assistance. As you have already contacted us by email and your case has been escalated, please kindly continue through the existing email thread so we can avoid any missed information and ensure your case is reviewed accordingly. As our team had difficulty locating your order, we would appreciate it if you could reply in the same email thread with your order ID and the email address registered to your Novelship account. This will allow our team to locate your order and assist you with the return process in accordance with the applicable return policy. Thank you for taking the time to share your feedback, and for your patience while our team follows up on your case.
If I could give a negative number of stars I would. THESE PEOPLE ARE THIEVES!!! I’m still waiting for a refund because they didn’t deliver. It says clearly on the site that if the trainers aren’t delivered I am entitled to a FULL REFUND - IVE BEEN WAITING OVER 3 months - then on the 18 Sep they stole a further 60£ from my bank account! These people are thieves - DO NOT BUY FROM THEM! If anyone happens to see this from Novelship my order number is:BKGX39JL2M (I know it off by heart now) They are due me nearly 200£ I’ve tried contacting them but ITs ALL A SCAM, DO NOT FOR THE LOVE OF G_d DEAL WITH THESE PEOPLE!!!
We understand your frustration regarding the refund and the additional charge you mentioned. If you have already connected with our Customer Service team, we will continue assisting you through the existing case and review the matter based on the applicable return and refund policy, including the return status of the parcel with the courier. Please continue communicating with our Customer Service team through the existing email thread so we can review the latest details and provide the appropriate assistance.
[Update - 26 Sept 2026]: Novelship replies publicly claiming customer service is assisting, yet behind closed doors, they completely ignore support tickets. Furthermore, they are now withholding my payout on another completed sale (Order BOM4RP23KM / Item SE2N315EZ2)—which they officially confirmed passed authentication—citing "missing buyer details" as an excuse to freeze seller funds indefinitely in direct violation of their own payout policy. A masterclass in public PR deflection while privately detaining user funds. Sale Order ID: S1R9ZJG33R. Novelship arbitrarily deducted an NT$840 penalty fee from my seller wallet, falsely claiming I failed to respond to a QC notice within 24 hours.However, objective cryptographic email headers (.eml with DKIM signatures from cs.novelship.com) prove that their dispatch system failed: the initial notice and the cancellation email were bundled into the EXACT same delivery at 18:23:51 on 15 September. I was provided literally zero seconds of the contractual resolution window. Despite their customer support explicitly admitting in writing that the email only arrived on 15 September, they refused to refund the penalty and insisted the deadline applied before the email was even sent.This matter involves false representations and unfair trade practices and has been officially escalated to the Competition and Consumer Commission of Singapore (CCCS) under the CPFTA. Be extremely careful when selling on this platform—their technical glitches will be billed directly to your wallet balance.
We understand your concerns regarding the QC notification, penalty, and timing of the emails, and we appreciate you taking the time to share your feedback. We have reviewed the matter and can confirm that our Customer Service team has already assisted you regarding this case and provided an explanation of our quality check and penalty process. If you have any further information or documentation that you would like us to review, please continue the communication through your existing Customer Service case so our team can assess it accordingly.
I have received emails but want to speak to a person. HOW DO I do that? I’m in the Uk and done have a phone number I could find anywhere. I’m still waiting for my refund that I have contacted you guys MANY times now and still get the “Thank you for your patience nonsense. In you t&c’s it says if you fail to deliver I will get a full refund!!! I’m not accepting 30£ after spending 130£! Fully refund me TODAY, I’ve been waiting 3 months!! Candice Brady Edit, so today NOVELSHIP STOLE A FURTHER 62.06£ out of my account. That means they are now due me almost 200£ and all I get is “we understand” I don’t care if you “understand” - I care why I’ve been waiting over 3 months for a FULL REFUND!! EDIT: do you see the crap they are sending me, “ we understand your frustration” blah blah blah”I’m still waiting and it’s the 26th September today.a further 0* THEY ARE THIEVES!!!!
We understand your frustration regarding the refund and the additional charge you mentioned. If you have already connected with our Customer Service team, we will continue assisting you through the existing case and review the matter based on the applicable return and refund policy, including the return status of the parcel with the courier. Please continue communicating with our Customer Service team through the existing email thread so we can review the latest details and provide the appropriate assistance.
I had a very frustrating experience with Novelship. Cancelling an order or requesting a refund is a headache. They sent several emails asking me to confirm the cancellation within 48 hours, and even though I replied, they later claimed they never received my confirmation. I even provided email proof, but the matter was still handled poorly. The process was unnecessarily complicated, and the customer service felt incompetent and unhelpful. Based on my experience, I would not use Novelship again and would not recommend it to others.
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.
STILL HAVNT RECEIVED MY REFUND… 3 months later!!!
Hi, We're sorry to hear that you’re still waiting for your refund after three months. We understand how frustrating this must be, and we sincerely apologize for the inconvenience. We kindly encourage you to contact our Customer Support team through the Novelship app or email so we can assist you in checking your refund status and reviewing your case. If you're using our automated support system, you can request to "connect to an agent" or ask to speak with a human agent for further assistance. We appreciate your patience and hope our team can help address your concerns.
I'm still having trouble trying to contact them. 2 weeks with no information or update on my basic shoe order. Most channels to contact them are all automated systems. This site is close to the definition of a scam, i hope my sneakers will arrive. I would avoid this site at all costs. Update: 09/27/2026 So after leaving my trust pilot review. I contacted novelship and said i needed an update or i would seek to 'void the transaction' with my credit card company. By the next morning i received a 'your order is on the way' email....this was 5 days ago and when i track my order via EMCS SHIPPING it says 'virtual manifest received'. No change in status for the shipping for 5 days now. They clearly don't have my sneakers. AVOID THIS WEBSITE.
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.
DO NOT BUY FROM THIS COMPANY !!! Absolutely terrible experience with Novelship. I paid approximately AUD $165 for a jersey and selected my size using THE SIZING CHART PROVIDED ON NOVELSHIP’S OWN WEBSITE. The jersey arrived and was way too small. I contacted Novelship expecting a straightforward exchange. Instead, I was told I would essentially need to purchase the larger size and send the original jersey back, while also being charged over $70 to return it. For comparison, the original shipping charge was around $35. By the time all of these additional costs were taken into account, getting the jersey in the correct size would have ended up costing me close to double what it should have cost in the first place — all because the jersey I ordered using THEIR OWN SIZING CHART did not fit. I then asked about simply returning the jersey for a refund. Novelship told me my refund would be only AUD $74.41 on an item that cost me approximately $165. I repeatedly asked them to provide an itemised breakdown explaining how they arrived at $74.41. They refused. Instead, I was told the figure was calculated according to their “internal return calculation methodology” and that the amount had been approved by their Finance team. Sorry, but that means absolutely nothing to a customer. If you are deducting that much money from a refund, you should be able to explain exactly what every deduction is for. Refusing to provide a breakdown and hiding behind an “internal calculation methodology” is, in my opinion, corporate word salad. After this experience I started reading through the recent reviews, and I seriously wish I had done that before handing over my money. At this point I've decided to take the financial hit and keep a jersey that doesn't fit rather than throw more money at this ridiculous return/exchange process. £165/AUD $165 jersey. Ordered using their sizing chart. Arrives far too small. Over $70 to return it. $74.41 offered as a refund. No itemised explanation of how that refund was calculated. That was my experience. Make of it what you will. I will never purchase from Novelship again, and I strongly recommend anyone considering buying from them reads the recent reviews first. I certainly wish I had.
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.
Sold me fake Jordans and confirmed 100% authentic. While reselling here in uk, I had them verified and they confirmed they are fake. Contacted customer support who fobbed me off with 6 month warranty!!! Do not buy anything from this company. Selling fakes as genuine goods.
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.
I have been waiting 3 months for the trainers I paid 130£ for. They have finally got back to me offering me a 33£ refund AFTER WAITING 3 MONTHS. Iam in absolute shock at how incredibly incompetent these people are. My trainers were never even delivered. DO NOT USE THIS COMPANY - THEY ARE CON ARTISTS. Edit: Just received this: Delivery fee: 19.99 (They were NEVER DELIVERED) RE-INVENTORY FEE: 17.65 ( AGAIN, NEVER DELIVERED) RTO fee: (no idea)62.02 TOTAL DEDUCTION 92.38 REFUNDABLE AMOUNT: 33.72 In pounds sterling. Are you serious? I NEVER RECEIVED A THING. Delivery is your job. I NEVER EVEN SEEN THESE TRAINERS!!!! I have been super nice about this, I’ve been waiting 3 months. I do not accept your offer, I want my full refund which Iam 100% by law, entitled to. I ordered, paid and nothing happened. These charges are unacceptable, IVE NEVER EVEN SEEN THE BLOODY SHOES!! Refund me today. Candice.
Hi Candice, We’re truly sorry for the frustration and disappointment caused by the delay with your order. We understand how upsetting it must be to have waited so long without receiving your trainers, and we sincerely apologize for the inconvenience this has caused. We understand your concerns regarding the refund amount and the deductions communicated to you. Our Customer Service team is currently assisting you with the return process and reviewing the matter through email. To ensure your concerns are properly addressed and the case can be reviewed in detail, we kindly ask you to continue the communication with our Customer Service team via email. They will be able to assist you further based on the details of your order and the applicable procedures. We appreciate your patience and the time you have taken to share your feedback.
Ordered the Aya Brown AM95 from here. Was a bit skeptical after seeing some of the reviews but these were delivered in a timely manner considering they came from Singapore to the UK and they are 100 percent legit. More than happy with the service and the price too. Will definitely order more from here in the future. Buy with confidence. Thank You Novelship.
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
Does not deliver updates, customer service is awful, shipping is expensive and delivery takes WAY longer than what they show. Avoid novelship
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.
If I could give 0 stars I would. Paid for an expensive pair of trainers and still have not got my refund which I’ve been waiting 10 weeks ago. NEVER USE THIS COMPANY. To Novelship: get ur shit together mate!! I’m waiting 3 months for my refund WTF???? Edit: After Novelship replied to my review - I have given you guys the order number a million times, but here we go again: BKGX39JL2M FIX THIS TODAY, I’m not even asking nicely anymore. Edit: has now been 3 months I’ve been waiting.
We’re truly sorry to hear about your experience, and we completely understand how frustrating it must be to have been waiting so long for your refund. A delay of this length is certainly not the experience we want for our customers. We’d like to look into what happened and help get this resolved as quickly as possible. Please send us your order details via our Customer Support team so we can review the refund status and assist you further. We sincerely apologize for the inconvenience and appreciate your patience.
The worst shopping experience! Initially I was going to exchange the size of the shoes immediately after receiving the shoes. Email the CS multiple times only AI holding response without actionable follow up. I asked for return procedure multiple times, again NO action. Really bad customer service. Avoid this site, wasting lot of my time.
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.
Please can you tell me where my order is I'm not very happy and I would like to know where I can receive it I ordered it on 3rd of September so it should be here by now
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.
Should have a live chat mder packing support not all the time we can check our email for you to close the inquiry ticket
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.
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