Refund policy

Returns

We are able to offer a refund or exchange for any items returned to us within 14 days of purchase provided that they are in the same condition as when we delivered them to you, and in the original packaging with tags. We are not able to offer refunds on our reusable face masks for hygiene reasons. We are only able to offer refunds for items purchased, not for any shipping costs incurred.

Refunds

Once we receive your returned parcel, we will notify you to confirm receipt. We will then be in touch to notify you of the approval or rejection of your refund. If you are approved, we will then process your refund. This will take around 5 - 7 working days. Once your refund is approved, you will see the refund come back into the account of your original payment method within a further 5 - 7 working days.

Late or missing refunds

If you haven’t received a refund yet, please first check your bank account again.
As a next step, please contact your credit card company or bank as it may take some time before your refund is processed.
If you’ve done this and you still have not received your refund, please contact us at hello@newtlondon.com.

Shipping

To return your item(s), please email us at hello@newtlondon.com, and we'll send you instructions on how to return your item(s) safely to us. In your email, please let us know your order number, which items you wish to return/exchange and whether you're looking for a refund or an exchange. 

Returns are extremely expensive for small businesses like us. We do ask that you cover the cost of the return, and we suggest getting some tracking on your return to make sure we receive it safely as we cannot guarantee that we will receive your returned item.

If you need to exchange an item, depending on where you live, the time it may take for your exchanged product to reach you may vary.

Sale items

We only offer refunds for regular priced items. Unfortunately sale items cannot be refunded.