FAQ

Our return policy enables you to return unused products within 20 days of delivery. Feel free to open the parcel and inspect the contents. Once we receive your returned item(s), we will promptly process the refund. Please note that returns are accepted only for unused, unwashed items with all original The New Originals labels attached, and they must be in the original packaging

You have a 20-day window to initiate the return of your order from the date of delivery. Ensure that the items are returned unused and in the original packaging of The New Originals. Please be aware that return costs are not covered by The New Originals.

To initiate the return process, kindly visit our Return Portal and input your order number and email address for further instructions.

Upon dispatching your return, you will receive a receipt containing a tracking code, enabling you to monitor the shipment. Retain this receipt as proof of shipment. For a secure return, we highly recommend using registered mail. If the return is not sent via registered mail, The New Originals cannot be held responsible for any missing items.

Upon receiving your return, we will make every effort to process it promptly. Keep in mind that during sale and holiday periods, additional processing time may be required.

It can happen that an item doesn't fit as expected. Therefore, we provide you with the opportunity to easily exchange it for the right size.

Please visit our Return Portal and enter your order number and email address for additional instructions on exchanging your item.

We apologize for any inconvenience, but unfortunately, we are unable to facilitate exchanges or amendments for already placed orders. Once an order has been submitted and confirmed, our system begins processing it immediately, making it difficult for us to make changes to the order details or exchange items. We recommend reviewing your order carefully before finalizing the purchase to avoid such situations.

After your return is delivered at our warehouse, it can take up to 14 business days for it to be entirely processed. Please save your tracking number or proof of return until you receive a return notification from us.

We are sorry to hear you received the wrong product. Please inform us with your order number via support@theneworiginals.eu as soon as possible.

At the moment it is not possible to return your online order in store. Exchange in store is sometimes possible, if it is in stock. However please note this is not a guarantee.

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.

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.

Please contact support@theneworiginals.eu as soon as possible. Based on the provided information, we will come up with a solution. If we can’t repair or replace the product, you will receive a refund within 14 days.

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

Most seasonal products are limited. But our more permanent collection gets restocked every now and then. If the item is out of stock or a size is sold out, we recommend you to be “notified”. When we get a restock, you will be the first one to receive a message. We also recommend checking the stock of the webshops of our retailers.

When a product becomes available again, the system automatically sends out a notification. Sometimes it’s a single return which means that it could be out of stock again within a short period.

We always recommend choosing your regular size as most items fit true to size. However, in the product description we often mention the type of fit the garment has. Then it’s also possible choosing based on personal preference.

For most of our items online, we have the exact garment measurements stated on the product page. If not, please contact us and we might be able to help you.

Currently we offer free shipping with some orders above €110,-. This offer is for The Netherlands, Belgium, France, Germany and Luxembourg.

Please note: If you return any items from your order and the remaining total falls below €110,-, your eligibility for free shipping will no longer be valid. In such cases, you will be responsible for covering the shipping costs associated with the return.

After placing your order, we will ship it within 2 business days. Once it’s shipped, you will receive a confirmation with a tracking link to stay updated.

Yes, we ship worldwide. If however you are not able to select your country at check out, please contact us via our contact form.

If you are a buyer outside of the European Union you may be subject to import duties and taxes, which are issued once the package reaches your country. Any additional charges for customs clearance must be covered by you as we have no control over these charges.

Customs policies vary from country to country, so you should contact your local customs office for further information. When you order from theneworiginals.eu, you are considered the importer of the item and must comply with all laws and regulations of the country in which you are receiving the goods.

We highly advice to not refuse your order. Unfortunately, if you refuse delivery, this will incur a cost of the original delivery fee, plus the fee it costs for The New Originals to have it returned. Any refund our team makes will be minus the total delivery fee and the fee The New Originals pay to have it returned in the case of refused delivery.

Unfortunately, this is not possible. After placing your order, we are unable to change the address we are sending it to.

We offer the following payment methods:

• iDeal
• Klarna
• Paypal
• Shopify Pay
• Credit card (Mastercard, Visa)
• Apple Pay
• Google Pay

It happens that we offer products for a sale price or that there is a sale for a certain period. If this runs for a specific period, the product will then return to its old price. Since you agree to the price of the item at the time of purchase, we are under no obligation to make any changes, whether or not we further reduce the price of the same item.

If you are under the impression your card is being used without your authorization please contact us via support@theneworiginals.eu. We also advice to contact your bank immediately to prevent other unauthorized transactions.

This could be due to a number of reasons. Your card could be expired or you are over your credit limit. Please contact your bank for this matter. Currently we also only accept Mastercard and Visa as a payment method.

This could possible be due to a technical problem. In most cases, the money for duplicate transactions is sent back to your balance within a week. If not, please contact us so we can look into it.

Yes, we have e-giftcards available starting from 10€. If you want a physical giftcard instead, you can stop by our Flagship store in Amsterdam.

Yes, it is possible to return the product within the return period. After the right of cancellation surpasses you will receive store credit.

Please take note that sales orders may be delayed due to a high volume of incoming orders.

Once your order has been shipped, you will receive tracking number that you can use to monitor the progress of your delivery. If your order is delayed, we will provide you with the tracking information as soon as it becomes available