Frequently Asked Questions

ORDERING

How long will it take to receive my order?
We make very small quantities of our products to minimise wastage. The lead time for your chosen product will be displayed on the product page. Our in-stock products will normally be dispatched within 2 - 3 working days. Many of our products are also made to order, and these will be made within 6 weeks.

Sometimes we may be able to turn around an order sooner than stated upon special request, so if you need something sooner, drop us an email at hello@newtlondon.com and we will be happy to help.

Where can I try on a Newt shirt?
We don't currently have a physical store where you can try our shirts in real life, but make sure to sign up to our newsletter and/or follow us on Instagram to hear about our pop up stores. Alternatively, we are very happy to help make sure you're picking the right size and style for you - just drop us an email at hello@newtlondon.com and we're happy to answer all your questions.

I can't find the shirt shape / print combination I'm after. Are you able to make them to order?
We are able to make all shirt 'shapes' in any of the prints we offer. So if you want a shirt (e.g. the band collar shirt or the men's long sleeve classic shirt) in one of our prints and it's not listed on the website, drop us an email at hello@newtlondon.com and we can send you a custom order link. Usually this will take around 6 weeks from order to delivery.

SHIPPING

How much does shipping cost and how long does it take?
Our shipping costs and time frames can be found here.

Please note these time frames are the time it takes from dispatch of the order (and do not include the production time at the factory where relevant). 

Can I change the shipping address?
Once we've dispatched your order, we won't be able to change your shipping address. If you've only just placed your order, contact us immediately and we'll try our best to change your address if we haven't already sent your item out. Drop us an email at hello@newtlondon.com 

Do I pay customs and import charges if I live outside of the UK?
If you live outside the UK, you will need to pay any customs and import charges that are required for you to receive your order. Customs and import charges vary according to the destination country - this is set by the country and not something we are able to control. 

As of 1st Jan 2021, Newt goods worth over €22 total value sent to EU countries (including to the Channel Islands) may incur an import fee from receiving country now the UK has left the European Union, which you may be liable to pay. The policies around import fees are set individually by each country in the EU. You may also be charged VAT by your destination country - VAT rates are dependent on each country.

How will I know when my order has been dispatched?
We will email you to let you know that your order has been dispatched and is making its way to you!

Customs has asked me for more information - what do I need to do?
Customs may sometimes require additional information such as a Citizen or ID number, depending on your location. Please follow their instructions and provide any information they ask for so that your order can pass through customs as quickly as possible.

RETURNS

What is your returns and exchange policy?
We are happy to offer a refund for any unworn or unused products as long as we receive them back within 14 day from the date you receive them. You can find all details on our refund and exchange policy here. Please note that we cannot accept returns for face masks for hygiene reasons.

For orders placed between 1st December 2021 and 24th December 2021,  you will have until 6th January 2022 to let us know if you'd like to return an item. Please see our separate Christmas returns information page by clicking here.
 

SIZING & PRODUCT INFO

How do I know my size? 
Our product pages contain a size guide for your reference, but as a general rule, our products fit true to size. This means you can simply convert your usual size into our Newt sizes (which run in XS,S,M,L,XL structure). If you have any questions, just drop us an email at hello@newtlondon.com

What does the fabric feel like?
The fabric we use in our shirts is made from 100% recycled plastic bottles. The fibres are woven into a lovely lightweight fabric with a very soft drape. Due to the way the fibres are woven, it is a very breathable material. We've tested it in the sweatiest of environments - from underground bars to warm sunny days, and it's always kept us nice and cool. 

PAYMENTS

What payment methods do you accept? 
We accept all major credit cards: Visa, MasterCard, Maestro as well as PayPal and Apple Pay.

CONTACT

How can I get in touch with you?
The easiest and quickest way to get in touch is by emailing hello@newtlondon.com

Our business mailing address is:

Newt London
Blooming Founders
Unit C
81 Curtain Road
London
England
EC2A 3AG