Returns & Exchanges

How do I return an item?

From the moment you receive your product, we give 14 days of time to return the item. Together with the return form you can send it back to the return address that is written on the return form. You can find our return form: here

Can I exchange an item?

No, it's not possible to change a product for a different size or color. In this case, you can return your product and order again on our webshop.

Why can’t I choose UK as a shipping option

Unfortunately we can’t ship to the UK at the moment because of Brexit. The relation between UK and Europe is currently in a transition period, awaiting for new agreements. Therefore shipping to UK is currently unavailable. We are investigating this case internally to bring a quick solution to this temporary inconvenience.

I have received a wrong product, what should I do?

If you received a different product than ordered, please inform support@theneworiginals.eu as soon as possible.

Can I return or exchange my online purchase at Zeedijk 60?

No, returning an online bought product to a physical store is not possible.

How can I return an item purchased in-store?

Bring the item that you want to return to the store where you purchased it.

I cannot find a return form in my box. What do I do?

If you haven't received the return form, please contact support@theneworiginals.eu

Will I be refunded for the full amount of my order for a faulty product?

Please contact support@theneworiginals.eu as soon as you discover the fault. we will first try to see if it is possible to repair or remedy the fault. If this is not possible then we will replace the product. If we are unable to replace the product or remedy the fault then we will refund the money within 14 days.

When do I get my refund?

It can take up until 10 working days from the moment we receive your return. You will receive the refund in the same way you paid the order.

Do you accept international returns?

Currently we only accept returns from within the EU. For returns from outside the EU, we have the right to deny them for acceptance. All costs made will be for the sender.

What are the return costs?

This depends on which carrier you decide to choose. It’s important to note that shipping costs are not covered by The New Originals when you send an item back (you will need to cover these costs), so we suggest using your local post office for the best service and tracking ID.

Can I return my online order in store?

At the moment it is not possible to return your online order in store. Our store can’t offer a refund for an online order. You are able to exchange for a different size.

Can I cancel my order?

Unfortunately, it is not possible to cancel your order after payment. We are generally unable to rectify mistakes after details of your order have been sent to our warehouse.

Size & Fit

If an item is out of stock, how can I be notified?

If the item is out of stock or a size is sold out, we recommend you to be “notified”. When we get a re-stock, you will be the first one to notice. We also recommend checking the stock of the webshops of our retailers. You can find them at stockists.

Where can I find the measurements of the clothes?

For all our items online, we have the exact garment measurements stated. If not, please contact us.

If I'm not sure about the size that I order, can I go to Zeedijk 60 and try other sizes there?

Yes, if you are not so sure about the fitting of an item, you can gladly come by.

Payments

What payment methods do you accept?

- Credit/Debit cards
- PayPal
- iDeal
- MisterCash/ BanContact

In which currency will my purchase be made?

In EURO

When will I be charged?

As soon as your order has been placed, the order amount will be written off your account. You will receive an order confirmation by email as soon as your purchase has been paid.

Can I use multiple discount codes at the same time?

Unfortunately, multiple discount codes cannot be use/applied at the same time of the checkout.

Sales

Can I return my order?

Yes, orders placed during sales, can be returned. Once processed, the refund will be given in a form of a voucher to spend in our website.

Shipping

The tracking of my order shows that it was delivered, but I cannot find it anywhere?

In situations like this, please contact us through support@theneworiginals.eu so we can assist you further.

I only received a part of my order, where will the other items arrive?

This situations are very uncommon, but if it ever happens to you, please support@theneworiginals.eu so we can assist you further.

I placed an order but didn’t receive the confirmation, did you receive it?

Please check your spam folder, in case that after some minutes, you still haven’t received the confirmation email. You can as well, contact us to support@theneworiginals.eu, and we will assist you better.