Lars W.
Disappointed - suit and money gone after return shippment
I am really disappointed with my purchase from Novosuit. I ordered a suit in size 50, which was delivered promptly. Unfortunately, I realized that the size did not fit me. So I contacted Novosuit directly via their website to ask how I could return the item. They gave me a return address (which I found suspicious, as it was not a proper company address, but appeared to be the address of an individual). Of course, I had to pay the return shipping costs of just under €33 (but that was to be expected). When I sent the return shipment, I didn't receive any feedback at first. Apparently, the suit passed through Turkish customs without any problems. According to the tracking information, the package was then handed over to the Turkish postal service. However, after a few days, the package was returned to me (with the reason given as “undeliverable”). What is particularly brazen is that the package was now empty. The suit was gone and I still had to pay a €20 return fee. Based on my personal experience, I therefore advise against buying from this seller. Kind regards from a buyer in Germany
Response from Novo SuitSep 14, 2025
Dear Lars Wohlgemuth, Thank you for sharing your feedback with us. As Novo Suit, we take care to keep the satisfaction of our customers at the highest level with both our products and services. We would like to state that your return request has been accepted by us without any hesitation. The return address sent to you is the same as the shipping address of your order. In order to ensure fast delivery to the European region, we use our logistics warehouses in Turkey and this is our standard procedure. It appears that your parcel has been forwarded to the local postal service instead of our recommended DHL service because you have chosen the low-cost delivery method. For this reason, we do not find it right for you to see the source of the problem directly as our company and our logistics business partners we work with. We would like to remind you that our brand cannot be held responsible for customs procedures, delays in transport or third party problems that may occur after the package is delivered to the cargo company in the return processes. Although your shipment in question passed through customs without any problems, it could not reach our warehouse and returned to you. We express our regret for this negative situation you have experienced, and we would like to emphasise once again that safe packaging and delivery are the responsibility of the customer in the return shipment of the products. In order to ensure your satisfaction, we constantly review our processes and continue to take the necessary measures to prevent similar situations. Regards Novo Suit Support