SUPPORT
Find answers to common questions. Choose a category to view the questions and answers.
All NOVESTA products use EU sizing as the standard. The CM-to-EU conversions shown on our product pages are reference values based on our store’s guidelines. If you are unsure which size to choose, please contact us and include the sneaker model and size you normally wear. For size exchanges, please see our Returns and Exchanges Policy.
Please refer to the NOVESTA Size Guide for sizing information.
If you are unsure which sneakers to choose because of bunions, foot width or instep height, please tell us the model and size you normally wear when you contact us. At NOVESTA FITTING ROOM, we can also advise you on the fit of individual models, including MARATHON. Please consult a medical professional for diagnosis or treatment advice.
We photograph and present each model as close as possible to its actual colour, but colours may appear different depending on your monitor or smartphone display settings. Leather and canvas are natural materials, so slight colour variation may also occur between material lots and during processing.
Leather is a natural material. Texture can vary between the left and right shoe or between different areas, and natural colour variation, wrinkles or marks may be present. Waterproofing sprays and cleaners can cause discolouration, so always test them first on an inconspicuous area. Washing leather with water may damage it or cause colour loss.
The embossed logo on some models can vary between the left and right shoe and may be lighter, darker, faint or partly absent even when new. The embossing is not permanent and may fade with wear.
During vulcanised construction, slight unevenness on the sole, heat marks from curing the rubber, or colour transfer from the rubber to the inside bottom of the shoe may occur. These are characteristics of the manufacturing process and are not defects.
Every model goes through handmade production processes. Please understand that slight individual differences may occur in stitching and finishing.
Some insoles used in MARATHON, MARATHON RUNNER and GERMAN TRAINER TRAIL have repositionable cushion pads. If the pad is not under the arch, you can move it and attach it again. It can also be removed if it is not needed, but please peel it away slowly.
Some sold-out products will be restocked and others will not. We do not reserve products. If restock notifications are available for an item, you can register for them on the product page.
If you would like to cancel your order, please contact us through the contact form as soon as possible. Orders that have already completed the shipping process cannot be cancelled.
An order confirmation email is normally sent automatically within a few minutes after your order is completed. Please check your spam folder and make sure you can receive emails from store@novesta.jp. If you receive more than one confirmation email, your order may have been placed more than once. Please contact us with your order number.
As a general rule, we do not accept returns. Please see our Returns and Exchanges Policy for details.
One size exchange is permitted per purchase. Conditions apply, so please see our Returns and Exchanges Policy for details.
Please see “Payment Methods” in our Legal Notice for the payment methods currently available.
Cash on delivery and bank transfer are not available. Please see our Legal Notice for the payment methods currently available.
Please see our Shipping and Delivery page for shipping charges and delivery methods.
Yes. You can use Buyee Connect, or purchase directly from our store for delivery by DHL Express. Please see our Shipping and Delivery page for eligible destinations, shipping charges and further details.
Our authorised retailers are listed on the STOCKISTS page. If you are looking for a specific model, please use the message function at the bottom of the screen or contact us.
NOVESTA FITTING ROOM is our directly operated store. Please see the FITTING ROOM page for current opening dates.
Please contact us at office@novesta.jp.
For product loans for editorial, film or other shoots, and for other brand enquiries, please email office@novesta.jp with details of the project, publication or media outlet, and the products requested.
