Manual Review of Return Requests

Manual Review of Return Requests

In some cases, your return request may require manual review before a return label is issued. This applies if you:

  • Received the wrong item

  • Received a damaged item

  • Want to request a repair

To make the process smoother, we will ask you a few follow-up questions and, in some cases, request that you upload photos. Our team will then review your request and confirm the next steps before you ship the item back.

You can still start your return via the QR code on your packing list or by visiting the-new-originals.returnista.com. The system will automatically guide you through the correct flow.

How to start a manual review request

  1. Begin a return as usual on the-new-originals.returnista.com or via the QR code.

  2. Press Receive a refund. 
    (Even if you don’t want a refund, this option is needed to trigger the manual review process. We’ll make sure the correct exchange or repair is arranged.)

  3. As the reason, select one of the following:

    • Item is damaged

    • Received wrong item

    • Request repair

  1. Confirm your request — the manual review flow will then start.

What we’ll ask you

If your request falls into one of these categories, you’ll be asked to answer a few extra questions and upload photos (where applicable). 

Please always select Refund to original payment method during the process — our team will then make sure you receive the correct exchange or repair as requested.