FAQ's

Denuo Novo FAQ’s

Who/What is Denuo Novo?

Denuo Novo was founded in 2021 as a subsidiary of National Entertainment Collectibles Association (NECA) and their universe of companies which include Rubies II, Kidrobot, Joseph Enterprises, Wizkids, and LootCrate. Our intent is to achieve the pinnacle of quality in manufacturing and distribution of screen-accurate and high-end merchandise offerings from movies, television, and contemporary media.

Manufactured under the supervision of a multi-generational team of experts and logistically supported by one of the largest shipping supply chains in the nation - Denuo Novo has been creating high-end costume and high-end collectibles for numerous pop culture franchises. Denuo Novo seeks to be the single stop for the highest quality prop and costume replicas and high-end collectibles for generations to come.

What does Denuo Novo mean?

denuo (dē-nuō) -once more, a second time
novo (noh'-vō) -to make anew, revive, change, alter, invent.

Does Denuo Novo own Anovos?

Denuo Novo is a new manufacturer for high-end STAR WARS™ collectibles owned by NECA (the collectables company) and Rubies (the costumes company). Denuo Novo will also be handling the fulfillment of outstanding orders of STAR WARS™ replica and high-end collectible products originally ordered from ANOVOS Productions. 

I have a STAR WARS™ item on back-order from ANOVOS. When will it be produced?

Denuo Novo is working on many items on the ANOVOS Star Wars back-order. Please email Denuo Novo customer service at customerservice@denuonovo.com along with your name and your ANOVOS order number. We will respond with more information about your order in the next 3 business days.

How can I check the status of my STAR WARS™ order?

Please email Denuo Novo customer service at customerservice@denuonovo.com along with your name and order number. We will then provide a response within the next 3 business days.

I have an item on back-order from ANOVOS that is not Star Wars. When will it be produced?

Denuo Novo is working on many items on the ANOVOS Star Wars back-order but we do not have information on other properties. Please email support@anovos.com or visit the ANOVOS help center here: https://anovosproductionsllc.zendesk.com/hc/en-us 

I have an item on back-order from ANOVOS for over a year. Why is it taking so long to get produced?

Denuo Novo just became a licensee for high-end We are working as quickly as we can to deliver on back-order items from ANOVOS. Your order is important to us and we hope to have it delivered to you as soon as possible. Please email Denuo Novo customer service at customerservice@denuonovo.com along with your name and your ANOVOS order number. We will respond with more information about your order in the next 3 business days. 

Would it be possible to transfer the funds from my STAR WARS preorder to something in stock?

Yes – simply request for your STAR WARS pre-order to be refunded to store credit. You can then use the store credit to pay toward the new purchase, if a balance is owed simply pay the balance through another payment method.

Should you want to receive a store credit to purchase different in-stock item(s), we ask that you please email us at customerservice@denuonovo.com

When writing your email, please provide us with the following information:

  1. Subject: Store Credit Request
  2. Order Number
  3. Item(s) in the order you want to receive store credit on

What if I cancel my pre-order before an item ships?

Unfortunately, you cannot cancel your order as all sales are final. However, if a pre-ordered product becomes unavailable following a transaction or if technical problems prevent delivery and it has not shipped yet, the customer is eligible for an in-store credit via store credit. Only funds that have been paid towards the original pre-order item(s) will be given in the form of store credit. Certain fees are not included and will not be credited.

Can I cancel or modify my order once it’s been submitted?

In order to process and ship your order in a timely manner we are unable to cancel or make any modifications to your order once it has been submitted and confirmed.

The color between parts of my costume are slightly different. Is this a defect?

It is normal for fabrics to exhibit different shades of the same color between different dye lots of otherwise identical material. These differences are caused by changes in temperature, dyeing time, and other factors during the fabric's dying process. It is expected garments manufactured at different times can/will show variations in color shade. It is not a defect in any way and is viewed as “normal” and within factory standards.

Can you combine multiple orders so they ship together?

Our order system is unable to combine multiple orders for shipment at this time. Each order is recorded in our system individually and is very difficult to combine orders once they are in process. We apologize if this causes inconvenience.

Do you ship to P.O. Box, APO, or FPO addresses?

No, not at this time.

I received a shipping notification, but the package is going to my old address. Can the package be redirected?

Package already in transit with USPS Domestic? 

For a fee, USPS Package Intercept® lets the domestic recipient stop delivery or redirect a package, letter, or flat that is not out for delivery or already delivered. Most domestic mailings with a tracking or extra services barcode are eligible for Package Intercept. You can only request a Package Intercept online.

Also, you can sign up for USPS Informed Delivery - a free and optional notification feature that gives residential consumers the ability to digitally preview their letter-sized mail and manage their packages scheduled to arrive soon. You can; See what's arriving in your mailbox soon, View notifications via computer or mobile device, See images of your mail - even when traveling, and Access coupons and special offers.

Package already in transit with USPS International? 

Unfortunately there is nothing we can do to redirect your package through USPS international shipping. Unlike UPS or DHL USPS international Package Intercept address change does not exist.

You can try contacting the party at your old address to hold the package for you. Otherwise, it will be returned and there is the whole ordeal of waiting to have it returned then shipping it out again - which can take a longer time now that shipping services have slowed considerably here in the US due to recent government changes to our postal service.

Package already in transit with UPS?

Become a UPS My Choice® member to take control of your deliveries. By signing up you can tell your UPS driver where to leave your packages if you aren't home and make delivery changes such as: Pick up at UPS Location, Deliver on Another Day, Deliver to Another Address, Leave with a Neighbor, Redeliver to My Address, Return to Sender.

Package already in transit with DHL?

DHL On Demand Delivery is a free and simple online solution that puts you in control of how, when and where DHL delivers packages to your home. Choose Your Delivery Date, Authorize a Signature Release, Leave with a Neighbor, Leasing Office or Security Guard, Collect from DHL ServicePoint or Locker, Delivery to an Alternate Address, Put Your Deliveries on a Vacation Hold.

Do you ship internationally?

Yes! We can ship most items via ePost. You will find "Territories Covered by Denuo Novo" at the bottom of each product page.

How do I contact a Customer Support Specialist?

(Representatives typically reply Monday through Friday, from 9 a.m. to 5 p.m. United

States Central Time.)

  • Many commonly asked questions can be answered by searching our FAQ’s.

Do you provide donations to charity organizations?

We receive many requests for donations to benefit organizations throughout the country. While they are all worthwhile causes and we appreciate the request to support, we are limited in the  amount of giving we are able to provide. There are local organizations and charities we support  each year in the areas surrounding our corporate and warehouse locations. Regretfully, we are  unable to grant requests from our customers at this time. 

Do you have a store location I can visit?

We are an online company so we do not have any physical store locations to visit. Furthermore, due to safety concerns we do not allow visitors or tours of our manufacturing or warehouse facilities.

The product I want isn't available, will you be restocking it?

Any announcements for future runs would be sent via our email newsletter. If you have yet to subscribe, we strongly encourage you to do so by adding your email address at the bottom of  any page.  Additionally, you may sign up for the interest list on the item's product page. By  registering your email address on the interest list, you'll receive an email if this offering  becomes available again.

Why do pre-order products take so long to be available?

Our products are 3D modeled accurate replicas of the original artifacts which go through various stages of development, manufacturing, safety testing, final packaging, and delivery fulfillment to ensure authenticity. If there are delays in shipment, we attempt to keep our customers informed as best we can regarding what stage of the process their order is currently in. When your order is shipped you should receive an email containing tracking information. To stay up to date on changes regarding product availability I invite you to join our newsletter, or visit the Product Availability page.

I ordered the wrong size can I get a refund?

Unfortunately we cannot provide refunds as all sales are final.

If you order the wrong size and your order has not yet shipped, please notify customer service within 48 hours so they can update your order item to the correct size (if it is available in that size). Please do not create a double order in the correct size and ask to refund the incorrect size. Customer service will not refund any double orders! The best they can offer is to convert the incorrect item to store credit if the item(s) has not shipped yet.

My international delivery address is “Out of Jurisdiction” - What does that mean and what can I do?

Out Of Jurisdiction means your geographical region is unavailable for shipment of a particular officially-licensed product due to our distribution agreement with the product licensor. You will find "Territories Covered by DENUO NOVO" at the bottom of each product page. Most of the  time, we will issue you a refund, but there may be more options available.

What you can do:

You may provide us a delivery address of a friend or family member, which is on the list of territories covered by Denuo Novo we are licensed to ship. Contact Customer Service for  alternative shipping suggestions.

Should you need to update your address please email us at customerservice@denuonovo.com with the subject Title: Address Update. Please be sure to include your:

Order Number

New Mailing address

I'm moving to a new address. How can I change the address on my processing orders?

If you need to update an address, we'll be happy to do it for you! Just email us at customerservice@denuonovo.com your order number with the new address and we'll make the change in our system.

PLEASE NOTE: Changing your default address in your account will not affect processing orders,
and they will be shipped to the old address unless you contact us!

Can you guarantee perfect box condition for some collectibles?

We receive restocks and shipments from various sources all over the world, and unfortunately
there is no way to guarantee that a given item will have flawless condition packaging. Many
boxes have minor scuffs or dents from the way they were packaged and shipped to us. More
over not all items that we sell may include a box or packaging inserts. Don’t worry though, those products are still new. Small creases or scuffs are fairly normal with collectibles packaging and is not considered a defect or cause for exchange. Please understand any damage, to the packaging, incurred due to handling during shipping by parcel carriers is not refundable or exchangeable.

Only one item in my order is pre-order, so why aren’t the rest shipping?

Since you only pay for shipping for one package at checkout, we wait until all the items are
available to ship at once in order to avoid extra shipping charges. If you prefer the in-stock
items to ship immediately, please place two separate orders: one for any pre-order or not in-stock items and a separate one for all the in-stock items.

My shipping confirmation email says that my package is shipped. Why can't I track it?

99% of occurrences of this case happen before our scheduled pickup. Your order is already
packed, labeled and ready to be shipped, but the shipping service has not origin scanned the
package. Holidays and weekends also affect the scan schedule.

Why does my leather item look different in color, shade and tone? Is this a defect?

Remember, leather is a natural article. The leather will behave much the same way our skin behaves. The color will adhere slightly different in most areas of the hide. The surface of the leather will look different depending on the way the leather is processed. It is normal for natural leather products to show a variety of spots, scars, insect bites, wrinkles and veining; each spliced skin texture is also different; these are not the cause of quality problems or defects. These “natural characteristics” of genuine leather are viewed as “normal” and within factory standards. 

Why does my suede item look different in color, shade and tone? Is this a defect?

Suede is an Aniline-dyed soft split cowhide brushed to a luxurious nap. A unique tanning process for suede imparts limited to no stain or water resistance. There will be natural variations in color and tone within each skin and from garment to garment. Suede surfaces may include natural characteristics such as small holes, crease lines, and discoloration spots. These characteristics are minimal but should be expected to some degree as this is a natural product and is not considered a defect. These characteristics are part of the beauty of this natural leather and highlight each skin’s unique history and natural markings. 

Are your kits already colored or I am supposed to paint it when I get it?

All "KITS" require trimming, clean-up, painting, and physical assembly – Just like those
plastic model kits you or your friends made as a kid. Please note that build times and difficulty levels vary between users, and as such there isn't a definitive baseline. New builders will likely require more time and expense than those who have previous experience in building similar kits.

I purchased an item not knowing there would be a SALE, can I get that discount?

All prices are subject to change without notification. Due to the time-sensitive nature of
these events, Denuo Novo cannot offer price protection or retroactive discounts, refunds, or store credit for the difference between the price you paid and the promotional price you
missed. Promotional prices, discounts, and incentives are valid only for qualifying purchases made during the limited-time opportunity of the promotional event. Sorry, No Exceptions.

Please do not try to create a new order to get the discount, then ask customer service to cancel your first order. We will not refund any double orders due to discount misuse.

How do I care for my garment's type of fabric?

Acetate: While most items made of acetate are dry-clean only, some may be handwashed
in lukewarm water. Do not twist the fabric. Iron while the fabric is damp. Press the inside of the garment using a low-temperature setting. Use a pressing cloth when
ironing the outside.

Acrylic knit: Most acrylic knit garments can be machine-washed. Read the label, and check for the proper drying option. Some knits retain their shapes best if reshaped and dried flat.

Cotton: Cotton holds up well to home laundering. Remove the garment from the dryer promptly to reduce wrinkling. Press using spray starch for the crispness of a laundered shirt.

Cotton blend: Dry cotton-blend garments using your dryer's permanent-press or low heat cycle, and remove immediately to reduce wrinkling. Touch up with a steam iron; starch for a professionally laundered look.

Linen: Most linen garments need to be dry-cleaned or hand-washed. Follow the instructions on the care label. To touch up or press, use a steam iron on a linen setting for a crisp look.

Neoprene: Most neoprene garments need to be hand-washed in cool water with mild detergent. Either dry flat or hang dry on clip hanger. Draping over a clothes line may cause some creases in the fabric. If some creasing happens; remove the crease, iron from the inside on a warm setting with a thin tea towel between neoprene surface and iron. Start on cool setting and slowly work your way warmer, but never use hot settings.

Nylon: Machine-wash nylon garments in warm water. Use a low-temperature setting when tumble-drying, and include a dryer sheet to reduce static electricity. Use a warm iron to press, if necessary.

Polyester: Read the label. Usually polyester items can be machine-washed (cool) and dried (low). Check the label to see if air-drying is recommended. Touch up with a cool – never hot – iron, if necessary.

Rayon: Make sure to read the care label for rayon garments. Launder in cool water and a mild detergent. When machine-washing, use the gentle cycle and promptly remove garments after washing. When hand-washing, do not wring or twist the garment. To dry, roll the item in a towel to squeeze out excess water. Lay flat to dry. Iron when still damp and with the garment inside out to prevent the fabric from becoming shiny. Use a pressing cloth when ironing the right side of the garment. Pressing cloths can be purchased, or use something as simple as a piece of white cotton fabric.

Silk: Dry cleaning may be required. Some silks are hand- or machine-washable. Do not dry silk in a clothes dryer. Garments usually look best when professionally dry-cleaned.

Spandex: Use warm water when hand- or machine-washing items made with spandex. Line-dry or use a low temperature setting when machine-drying to preserve the elasticity of the garment.

Wool knit: Typically wool knits need to be steam or dry-cleaned, but check the label. If hand-washable, use cool water and a detergent for fine washables. Squeeze out excess water, then reshape and dry flat.

Wool (lined): Lined garments generally look best when professionally steam- or dry cleaned once a season. Between dry cleanings, remove surface soil with a brush or damp cloth. Refresh the item by hanging it from a padded hanger in a steamy bathroom; moisture will help garment shed wrinkles. When touching up with an iron, use steam in an up-and-down motion (rather than sliding the iron along the fabric).

Can I get a replacement if the paint finish on my product is messed up?

The majority of our products are handcrafted and we cannot guarantee that the finish of the ordered product will match the prototype imagery. Due to variances within the hand-painted production process, imperfections and variations in the weathering, clear coat, color coat, or sheen of the product may occur organically. Also, distressed finishes (faux dirt and faux aging) may feature inconsistencies in color, tone, and application. As a result, these characteristics and the following issues do not qualify as a defective product:

-Minor cosmetic paint issues

-Color or tone inconsistencies

-Paint misapplication less than 6mm

Please note images of products displayed on the website may differ in color due to differences

in resolution, color settings, and brightness of computer monitors.

If you have further questions regarding reporting paint damage beyond as described here,

please contact Customer Service within 24 hours of receipt of your product. You will need to

provide photos of the suspect damage when you make your claim.

Can Denuo Novo make uniforms to my custom measurements and colors? How does sizing work?

Sorry, we DO NOT make any garments based on custom measurements, designs, or colors. Our garments are sold ready-made (in a form and style determined by our designer who has worked with standard sizes). We manufacture garments according to a generic size scale (grading) and pre-established model. It is not possible for our factory to make one-off sizes, designs, or colors beyond the ones we offer. Our manufacturing process is not setup to make made-to-measure bespoke pieces. We are sorry we could not help you with this.

Product pages for sized garments will include a sizing chart. We advise customers to have their measurements professionally taken to ensure products fit correctly. We also advise tailoring of most uniforms after purchase, as this is the only way to attain the ideal fit for individual body types.

What does "Pre-Order" mean?

A pre-order means we are currently taking orders for items that are purchasable BEFORE being entirely manufactured. Pre-Order listings are NOT ready-to-ship. We offer these items on the web-store to allow customers to reserve their copy before its release. Pre-orders are reserved with payment up-front on a first-come, first-served basis, and delivery cannot happen until the product is in our warehouse. Each pre-order reservation is on a separate closing date from other pre-order items.

To avoid delay in the shipping of other pre-order items and ready-to-ship items, please place each pre-order product in a separate order. All items placed in the same order will be shipped together once the last pre-order product is released, regardless of whether other items are ready-to-ship.

Estimated production time on all Pre-Orders is subject to change without notice. DO NOT place a pre-order if you need an item by a designated date, we cannot guarantee the item will arrive by your chosen date. Pre-orders can have production delays. By placing your pre-order, you agree to these terms. Do not purchase pre-order items if you are unwilling to wait for your item(s) to arrive.

All Sales Final. No cancellations. We have provided the Availability FAQ to indicate the approx. time the product becomes available for delivery.

Are helmets and other accessories available as standalone items?

We understand that some fans already own certain components or want to build a costume over time for financial reasons, so many of our accessories are available separately. Some items, however, may contain features that are only available with the purchase of a full ensemble.

 

Any issues with your order must be communicated to DENUO NOVO Customer Service within 90 days of receiving your order.