Refund and Return Policy

At getthenew, we want you to feel completely confident in every purchase you make. We understand that sometimes a garment may not meet your expectations, or you may simply change your mind. That is why we have designed our refund and return policy to be fair, transparent, and as accommodating as possible.

Please read this policy carefully before making a purchase. If you have any questions, our customer support team is always here to help.

Our Promise

We stand behind the quality and craftsmanship of every piece we create. If for any reason you are not entirely satisfied with your purchase, you may return eligible items within thirty days of the delivery date for a refund or exchange, subject to the conditions outlined below.

Eligibility for Returns

To be eligible for a return, items must meet the following criteria:

Items must be returned in their original condition, unworn, unwashed, and unaltered. All original tags, labels, and packaging must remain attached and intact. Items that show signs of wear, damage, or use beyond simply trying them on will not be accepted for return.

We kindly ask that you try on garments with care, avoiding the use of perfumes, cosmetics, or deodorants that may leave marks or odours. Returned items that are soiled, stained, or damaged will be sent back to you at your own expense.

Certain items are not eligible for return due to hygiene reasons. These include but are not limited to lingerie, swimwear, and accessories such as jewellery or hairpieces, unless they are faulty or defective. Please check the product description for any specific return restrictions before placing your order.

Return Window

You have thirty calendar days from the date your order is delivered to initiate a return. Any return requests received after this period will not be accepted unless the item is faulty or a genuine error has occurred on our part.

How to Initiate a Return

To begin the return process, please contact us at service@getthenew.com with your order number, the item or items you wish to return, and the reason for your return. Our team will respond promptly with a return authorisation and detailed instructions on how to send your items back to us.

Please do not send any items back to us without first obtaining a return authorisation. Unauthorised returns may not be processed and could be delayed or returned to you.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to our error, such as receiving a defective or incorrect item. In such cases, we will cover the cost of return shipping and provide you with a prepaid return label.

We recommend using a tracked and insured shipping service for your return, as we cannot be held responsible for items that are lost or damaged in transit. The original shipping charges from your order are non-refundable, and any return shipping fees will be deducted from your refund unless otherwise agreed.

Refunds

Once your returned items are received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within five to seven business days. Please note that your financial institution may require additional time to reflect the credit on your account.

Refunds will be issued for the full purchase price of the returned items, excluding any original shipping charges and any applicable return shipping fees. If you received a promotional discount or used a gift code, the refund amount will be adjusted accordingly.

If your return is rejected due to non-compliance with our policy, we will contact you to arrange for the items to be sent back to you at your own expense, or we may offer a store credit as an alternative resolution.

Exchanges

If you wish to exchange an item for a different size, colour, or style, we recommend returning the original item for a refund and placing a new order separately. This ensures that your desired item is reserved and shipped to you as quickly as possible. Alternatively, if you contact us directly, we will do our best to accommodate an exchange based on current stock availability. Please note that additional shipping charges may apply for exchanges.

Faulty or Incorrect Items

We take great care to ensure that every item we send meets our quality standards. In the unlikely event that you receive a faulty, damaged, or incorrect item, please notify us within seven days of delivery by emailing service@getthenew.com with your order number, a description of the issue, and supporting photographs if applicable.

We will investigate the matter promptly and, if confirmed as our error, we will arrange for a replacement or a full refund, including any return shipping costs. This does not affect your statutory rights.

International Returns

For orders shipped outside our local region, return shipping arrangements may vary. Please contact us before initiating an international return, as customs duties and taxes may apply. We are unable to refund any duties, taxes, or customs fees paid at the time of delivery, and these costs may be deducted from your refund if applicable.

Final Sale Items

Please note that items marked as final sale, clearance, or special promotion may not be eligible for return or exchange unless they are faulty. This will be clearly stated on the product page and at checkout. We encourage you to review all product details carefully before purchasing such items.

Contact Us

If you have any questions regarding our refund and return policy, or if you need assistance with a return, please do not hesitate to reach out to us at:

service@getthenew.com

We are here to make the process as smooth and stress-free as possible. Your satisfaction is our priority, and we are grateful for the trust you place in getthenew.