30-day returns or exchange policy is impossible to use
Novelship's website states clearly: "Yes, you can exchange your purchase for a different size" within 30 days of delivery, by contacting Customer Service. My shoes (KITH x ASICS Gel Lyte 5, AU$337 order) were delivered 10 July and didn't fit. Within days I contacted Customer Service to request a size exchange or return— unworn, boxed, authenticity tag attached, well inside the window. I have contacted them more than 10 times since, by email and Instagram. I receive nonsense AI generated replies. No exchange instructions have ever arrived. Novelship policy makes Customer Service the only route to an exchange, and Customer Service is a wall of automated and copy-paste responses. A published exchange policy you cannot actually access is not a policy — it's marketing. My 30-day window is running down while their replies go in circles. Order BZGE08P0RG delivered 10 July, first return or exchange request 13 July . Novelship — a human, please. Read the ticket and send the exchange instructions your own policy promises.