Returns & Exchanges
what is your return policy?
you can return unused items within 14 days of delivery. items must be unused, unwashed, in original condition, and returned with all labels attached in the original packaging.
how do i return an item?
start your return by scanning the qr code on your packing slip or by visiting the return portal. enter your order number and email address and follow the steps.
can i exchange an item?
yes, exchanges are possible via the return portal. select the item and choose your preferred size if available.
when will i receive my refund?
once your return arrives at our warehouse, refunds are processed within 14 days.
what are the return costs?
return shipping costs are not covered by us and depend on the carrier you choose.
i received a faulty item
please contact support@theneworiginals.eu with your order number and photos so we can help you.
i received the wrong item
please contact support with your order number and we will resolve it as soon as possible.
Orders & Delivery
how long does shipping take?
netherlands 1 to 3 days, europe 2 to 5 days, worldwide 3 to 7 days.
when are orders shipped?
orders ship monday to friday. once shipped you receive tracking by email.
how much does shipping cost?
eu €6.95, europe €15, uk €35, worldwide €19.95.
do you offer free shipping?
yes, on eu orders above €125.
how do i track my order?
you receive a tracking link by email once your order is shipped.
my order is delayed
if your order takes longer than expected, please contact support with your order number.
an item is missing
your order may be split into multiple shipments. if something is missing, contact us.
can i cancel my order?
orders cannot be cancelled after payment because they are processed immediately.
can i change my order?
we cannot change items, size or address after the order is placed.
Payment
which payment methods do you offer?
ideal, paypal, shopify pay, credit card, apple pay, google pay.
why was my payment declined?
this is usually related to your bank or card settings. please contact your bank.
i was charged twice
duplicate payments are usually refunded automatically within a few days.
fraud on my card
contact your bank immediately and also inform us.
do you sell giftcards?
yes, digital giftcards are available online.
Product & Sizing
which size should i choose?
most items fit true to size. check the product page for fit details.
where can i find measurements?
measurements are listed on the product page. contact us if missing.
do you restock?
some items restock, most seasonal items do not.
restock notification but still sold out
this can happen when a single returned item becomes available and sells quickly.
Contact
how can i contact you?
email support@theneworiginals.eu.