Do you want to exchange or return your purchase? We are glad to help you! You can exchange or return up to 14 days after the date of delivery.
Exchanging or returning can be done quickly and easily in the following 2 steps:
1.Complete the return form that is included with your order.
2. Deliver your parcel to the carrier of your choice. After we have received your return shipment in our warehouse, we will process your return shipment within 10 working days. Our returns department will keep you informed by e-mail.
- Is returning free of charge?
The return shipment will not be refunded by us.
- How long does it take to exchange a product?
If you indicate that you would like to exchange a product when you register your return, we will immediately get to work on this. This way we can ensure that your exchange is completed within a few days.
- What can I do if my exchange product is no longer available?
Ask our customer service team about the possibilities. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work with you to find a solution.
- Where can I find my order number to register my return?
Your order number can be found in the confirmation email you received after placing your order. This is a four digit code. If you have not received this e-mail correctly, our customer service will be happy to help you.
- What should I do if a product is delivered faulty or damaged?
Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you. Please send a message to email@example.com with a picture of the complaint. Our customer service will work with you as quickly as possible to find a solution.
- What should I do if I want to return my order outside the return period?
Please remember to deliver your return within the 14-day period before the return period expires. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a voucher. Please ask our customer service for the possibilities.
- How long does a refund take?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 7 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 7 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 2 days before the refund is visible on your bank
- What are the return conditions?
Our return policy guarantees that you can return your order within 14 days of receipt without any reason.
Items must be returned to us in an unworn and unwashed condition, with the original packaging suitable for resale with labels still attached.
Returns that are exchanged for a different size can not be returned.
Purchases made with a voucher are not eligible for returns.
For items purchased during our Sale, NEW CHAPTER does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.