Shop Novara Reviews 

We ordered two pans online which were delivered very quickly, but to the wrong address who subsequently claimed to have never seen the package.
Samantha from Novara did an investigation and stayed in contact every few days. A refund was issued without fuss. We never saw the quality of the product but the backup was good.
Thanks

Wish I'd have read the reviews before purchasing. Awful customer service and company. Not in the slightest non-stick. Customer service largely non-responsive and very much don't care. I would avoid and look elsewhere.

Worked well for couple months then broke and no reply. Avoid

My experience with customer service has been good so far, no complaints. In fact Joel has been more than helpful. Early days re how pan will perform but so far nothing negative. Happy customer.....

⭐ 1 Star – Avoid This Company

Absolutely terrible experience with Novara pans. I requested a refund over two weeks ago and they still haven’t even bothered to respond. No update, no customer service, nothing.

The product quality is poor and the after-sales service is even worse. Once they’ve taken your money they seem to completely disappear.

I’ve had to chase them multiple times just to try and arrange a return and it’s been a complete waste of time. Any legitimate company would at least acknowledge a refund request within a few days, but clearly customer support isn’t a priority here.

Honestly feels like dealing with a scam company. I would strongly recommend not buying from Novara unless you enjoy being ignored when something goes wrong.

Save yourself the hassle and buy from a reputable brand instead.

I was sceptical of these pans after reading the reviews. I actually tried to cancel my order, but it had been already dispatched. I was assured I could return it if I wasn’t happy.
I bought the 26inch frying pan with lid.
I haven’t put it in the oven as of yet. But I am extremely happy with the pan for frying and other stove top cooking.
Washing of the pan is also a breeze.
Very happy customer, and would happily recommend and purchase again.

I bought a Novara Pure Clad frying pan. Absolutely rubbish. Conditioned it as per instructions, yet everything sticks and then burns. I can't believe I spent over 4 times more on what I'd normally spend on a pan for rubbish like this. My old pan seems amazing in comparison. Customer Service won't return emails. Disgusting. I will take it up with Trading Standards

Followed the "priming" instructions to the letter, but have not got anything like nonstick performance in three weeks of daily use. It is getting less sticky, but only slowly, hence the generous second star.

I am not a person to leave reviews but their service has been THAT bad.
Wasted weeks trying to get a reply, only when I put in a charge of fraud with my bank did they reply. Now they are denying that the case has been closed for 6 weeks (even though I have paid it off on my credit statement etc) and I am having to put it back through as fraud AGAIN. They are absolute scammers. Do not purchase.

I bought a 26cm pan and lid a great quality product and a joy to cook with. I was cantacted after my first purchase by Samantha with a special offer on the knife sharpener block. A demon piece of kit that sharpens quality knives at the correct angle.

Food sticks to it better than a dog poo to the tread on a trainer.

One star is not low enough. Quick summary.. do not buy from this company! Do not trust the reviews on their own website like I did and many others!

My novara griddle pan arrived WITHOUT the handle. I contacted them asking where the handle was and with no response after 48hrs I quickly realised this was a sham company. Checking the trustpilot and google reviews confirmed this and so I took a chance by asking for a full refund stating that the lack of pan handle, poor communication and scores of terrible reviews had left me feeling completely disappointed.
After 5 days they responded apologising and blaming their competitors for the scores of ‘false negative reviews’. They asked me if I wanted them to send the handle and before I had the chance to respond and say no, I received tracking information for the handle. I’ve since emailed them back 6 times telling them I do not want the handle and that I will not be accepting the parcel when it arrives. I’ve asked them to give me return details which must be at their cost as the error lies with them.
Again, 5 days later they responded, again apologising and blaming their shipping dept for the confusion over posting the handle against my wishes. They’ve completely ignored my refund request. The 60 day no questions money back guarantee seems a long shot at this point. I could be wrong but I suspect this will go on for 60plus days at which point they will most likely say that the return period has closed, or that they sent the handle and therefore corrected their mistake, landing me with return fees which many people are saying is to America, even though I can see from the tracking info that the handle is coming from shenzen china. I may have to give up with novara and open a dispute with my bank for my money back, but I’d rather novara cough it up, crooks.
Do not buy from them! If you are unsure, go on the website and try and find a phone number, a head office address or a social media page that they actually respond on.

Useless. My old Tefal frying pan has more non stick ability than these pans even after following all of the instructions regarding seasoning, washing, gentle heat etc. Customer service follow up is also as useless, AI generated response from Samantha or Brian or whatever other name their bots go by. Don’t waste your money.

Bought a set of 6 pans came a lot quicker than expected from looking at reviews, received with in 6 days of order. I contacted customer services after seeing all the negative reviews a few days after ordering and Joel reassured me the order was on its way. The pans are good quality and will be ordering more.

There are some bad reviews on here and some fabulous views. There was a mistake with my order and couldn't be rectified before the order left the depot. Not great. There is no phone number to call so it's frustrating. Also the returns have to go back to California! Apart from a mention of USD there is no mention of having to return to US or that you have to fund this refund when there has been a mistake on your order. So for me the Website, although, it looks good, there is no information about contacting a Customer Service team by telephone only by email. Shop Novara this is very frustrating!
On the plus side I now have 4 frying pans instead of 2 like I ordered but I must admit they are very good. I have used them several times and they seem to be ok. I am not sure how you would get on with the 60 day money back guarantee.
I am sorry to say I won't be ordering from them again due to the fact that you would have to return, if need be, to the US.

AVOID- as far as my experience no product supplied, no shipping info and no answer back despite a number of emails (of course they don’t have a contact number!) now raise a dispute with my Cc provider but not holding out much hope!
Says a lot for going to a shop and actually buying what you want.

Awful. Bought super expensive knife set for xmas and they make the knives blunter after sharpening. Terrible company too for customer service.

Do not buy. Very expensive and you will not be able to return.

Total Scam.

Pureclad Hybrid pan (ordered and despatched in UK) arrived and its smaller than advertised and generally poor quality. I bought on the promise of the 60 day money back guarantee with simple and easy returns. I thought Id try it and if it didnt meet the claimed high standard, I can return for full refund. At £79.99 for a pan this seemed a good safety net.

The reality;
First off all the pan can only be returned if unused and in original packaging. Thankfully it was so unsuitable that I hadnt used it. To arrange a return you must email Novara to request a return (No returns label or address provided on website) Usual stalling tactics - slow replys etc.

Finally 'Matelyn' agreed to let me post via Royal Mail tracked delivery the back at MY EXPENSE for "assessment" to an address in the USA! Cost for delivery £32.

I replied explaining I wished to exercise my consumer rights and cancel the order for a full refund within the 14 day cooling off period and as they had not advised that returns are to the USA I am not liable for the cost of international shipping.

That was 3 days ago and they have gone silent! I can still claim via my credit card but a very frustrating experience for a poor quality product. Dont believe the hype, the pushy Facebook advertisements and the flash website - the product is cheap and the customer service is carefully crafted to keep your money regardless of the promised guarantee

I bought the 30cm pan with lid during the November Black Friday sale, from a Facebook link. I read a number of poor reviews and I have to say the communication process could have been better (mainly to manage the worries I had from reading the reviews!) but the pan arrived within a week. Well packaged, clear instructions, easy to assemble and then to use and care for. It has become a core part of my kitchen for browning, searing, sauteeing, frying, even steaming. It does what it says on the label - holds great heat, distributes it evenly, is a great cooking tool, and is easy to clean. Three months on, I remain delighted with it.