Shipping and Handling

At getthenew, we believe that the excitement of receiving your new garments should be matched by a shipping experience that is reliable, transparent, and thoughtfully managed. We are committed to ensuring that every order is carefully prepared, securely packaged, and dispatched to you with care and efficiency.

This policy outlines our shipping and handling practices, including processing times, delivery options, tracking information, and important considerations regarding international shipments.

Processing Time

Once your order has been placed and payment has been confirmed, our team begins preparing your items for dispatch. We strive to process all orders within one to three business days, excluding weekends and public holidays. During peak seasons, promotional events, or periods of high demand, processing times may be slightly extended, and we will do our best to communicate any delays promptly.

Please note that processing time is separate from shipping time and refers to the period between order confirmation and handover to the carrier. You will receive a shipping confirmation email with tracking details as soon as your parcel leaves our facility.

Shipping Options and Delivery Times

We offer a selection of shipping options to accommodate different needs and preferences. The available methods and estimated delivery times will be displayed at checkout, allowing you to choose the service that best suits your schedule.

Standard shipping typically delivers within five to ten business days after dispatch, depending on your location and the carrier's service levels. Expedited shipping is available for those who require faster delivery and generally arrives within two to four business days. Please be aware that these timeframes are estimates and may vary due to factors beyond our control, including customs clearance, weather conditions, and carrier disruptions.

Shipping Rates

Shipping costs are calculated based on the total weight of your order, the shipping method selected, and your delivery address. The exact rate will be clearly shown at checkout before you finalise your purchase. We occasionally offer free shipping promotions, which will be announced on our website and applied automatically to qualifying orders.

Order Tracking

We believe that you should always know where your getthenew pieces are. As soon as your order is dispatched, you will receive a shipping confirmation email containing a unique tracking number and a direct link to monitor your parcel's journey. You can use this information to check real-time updates on the location and estimated delivery date of your package.

If you have not received your tracking information within five business days of placing your order, please first check your spam folder, and then contact us at service@getthenew.com for assistance.

Packaging

Every garment we send is carefully folded, wrapped, and packed with attention to detail. We use high-quality, durable packaging to protect your items during transit while maintaining a presentation that reflects the care and thought we put into every piece. Our packaging is designed to be both protective and aesthetically pleasing, ensuring that your order arrives in impeccable condition and ready to be welcomed into your wardrobe.

International Shipping

We are proud to serve customers around the world. For international orders, please note that delivery times may vary depending on the destination country and its customs processing procedures. While we strive to provide accurate estimates, international shipments may experience delays at border control or customs offices, which are beyond our control.

Customers are responsible for any customs duties, import taxes, or handling fees that may be levied by their local authorities upon arrival. These charges are not included in our shipping rates and are determined by the destination country's regulations. We recommend contacting your local customs office for more information about potential fees before placing your order.

Shipping Address

Please ensure that your shipping address is accurate and complete at the time of placing your order. We are unable to redirect parcels once they have been dispatched, and we cannot be held responsible for delivery failures resulting from incorrect or incomplete address information. If you need to amend your shipping address after placing an order, please contact us immediately at service@getthenew.com, and we will do our best to assist you if the order has not yet been processed.

Lost or Delayed Shipments

While we partner with reputable carriers to ensure reliable delivery, we understand that delays and occasional mishandling can occur. If your order has not arrived within the estimated timeframe, we encourage you to first check the tracking link for updates. If the tracking information shows no movement for an extended period, or if your order appears to be lost in transit, please contact us, and our team will investigate the matter with the carrier and work to resolve the issue as quickly as possible.

In the event that a shipment is confirmed lost by the carrier, we will either issue a full refund or send a replacement order, subject to stock availability. We ask for your patience and understanding during such circumstances, as investigations with carriers may take some time.

Incomplete or Damaged Deliveries

We take great care to package your order securely. However, if your parcel arrives visibly damaged or appears to have been tampered with, we recommend that you refuse the delivery or note the damage with the carrier upon receipt. If you discover that items are missing from your order or have been damaged during transit, please contact us within seven days of delivery at service@getthenew.com with your order number and photographic evidence where applicable. We will address your concern promptly and arrange a resolution.

Contact Us

If you have any questions regarding our shipping and handling policy, need assistance tracking your order, or require help with any delivery-related matter, please do not hesitate to reach out to us at:

service@getthenew.com

We are committed to ensuring that your getthenew pieces arrive safely and on time. Thank you for choosing us to be part of your style journey.