DELIVERY AND RETURNS

The SHORT version (and there’s the ‘fine print’ below too!)

We know you’re in a hurry to get ordering so, whilst we’ve put tons of ‘official details’ below on delivery and returns, here’s the short version!

SHIPPING AND DELIVERY

  • We ship via Royal Mail which takes 1-4 business days to UK and 3-7 days to Ireland (depending on service)
  • International takes about 7-10 days to most other countries (though COVID 🦠 has slowed things down a little..)
  • We ship 'tracked and /or signed for’ and we will send you the tracking number (depending on service)
  • We ship Tuesday to Friday (orders in before 1pm)
  • Applicable import duties are payable by you
  • If you want to upgrade the delivery service – ping us an email to info@newdayoriginals.co.uk and we will do our best to get it out on the best service (extra costs will apply)

ONE MORE THING - HONEST SHIPPING FEES

Yes - we do pass on the shipping fee. We don't bury the cost of shipping in the price of the goods we sell and we think it is a little dishonest to talk about "free delivery" 🚙 like many of the larger companies.  There is no such thing as "free delivery" after all. The guys and girls who deliver goods to our warm houses all need to get paid and we think it's important for our customers to know the cost of that convenience. 

New Day Originals does not mark-up any shipping fees and as we grow and build our business we hope to be able to adjust the costs.

REFUNDS AND RETURNS

  • We offer a 14 day returns policy (from the day you receive it) for UK & Ireland and 21 days for all other countries including mainland Europe, Australia and USA (exclusions apply - see below).
  • We cannot offer refunds on some items such as 'custom' or 'non-standard' orders and items sold as 'clearance'
  • We include returns info in your package; it’s a simple process…just email us to say you’d like to return and we will send you a returns number within 24 hours which you pop on your return form
  • All returns must have the tags on and be undamaged, spick & span and unworn (of course!!)
  • You pay return postage and we recommend that you get a tracking number
  • We endeavour to refund you within 10 business days (we are usually faster!) and you will receive a note once refunded
  • If you love your garment but size is not right, it’s easiest for you if you snap up your correct replacement, pay for it and we will get that to you ASAP. Then we work out the refund for you on the original purchase after it's received back.

 

The LONG version (including the ‘fine print’)

TABLE OF CONTENTS

SHIPPING AND DELIVERY

All UK orders are dispatched via Royal Mail using a tracked delivery service.

NOTE: New Day Originals reserves the right to change the shipping supplier without notice.

Orders are usually delivered within 1-4 working days within the UK and 3-7 days to Republic of Ireland. Every order will be processed as quickly as possible, but during busy periods (December) delivery may take up to 7 working days for UK and Ireland orders and longer for International deliveries.

During the Christmas and New Year period, we will be closed. Orders after the 24th December will be held until business recommences on the first business day after the 3rd January and then shipped as normal. 

We aim to process orders made before 1pm the same day. Please note that we only process orders during the working week, Tuesday through Friday. UK Orders placed on a Friday AM will typically be shipped that day. Orders placed on a Friday PM and over the weekend will be processed and dispatched on the following Tuesday.

INTERNATIONAL SHIPPING AND DELIVERY

We do ship to all international destinations via Royal Mail. Customers are fully responsible for any duties payable in your country.

The status of your consignment can be tracked with the order number we will send to you in an email, once the order has been dispatched. Please note we do not ship to PO Box and BFPO addresses. 

SHOULD YOU BE IN A HURRY FOR YOUR ORDER, PLEASE EMAIL / MESSAGE OUR CUSTOMER SERVICE TEAM AND WE WILL DISCUSS EXPRESS DELIVERY OPTIONS WITH YOU!

NOTE: Extra delivery costs would apply.

TAXES FOR INTERNATIONAL CUSTOMERS

Orders for delivery outside the UK via the New Day Originals site may be subject to import duties and taxes, which are levied once the package reaches your delivery country. All additional charges for customs clearance will be borne by you and we do not have any control over these charges. If you need further information about this, please contact your local customs office as customs policies vary widely from country to country.

When ordering from newdayoriginals.co.uk, you are considered to be the ‘Importer of Record’ and as a result must comply with all laws and regulations of the country into which you are receiving the goods. 

INTERNATIONAL RETURNS - IMPORT DUTIES

International returns must be clearly marked on your return form as “Returned goods – No commercial value”. Failing to do this may result in import duties which will be removed from the amount refunded to the customer.

TRACKING

Tracking information for your order will be included within a confirmation email once the order has been dispatched. For any other enquiries please contact customer services here info@newdayoriginals.co.uk.

Our Online Sales Team is available to take any queries you may have regarding the above information or any of our products. You can contact us at info@newdayoriginals.co.uk or via our Social Media channels. We endeavour to respond to all emails and messages within 24 hours.

RETURN POLICY AND PROCESS - UK AND IRELAND
FULL PRICE AND SALE ITEMS
(excluding 'clearance items' and 'custom orders') 

CUSTOM OR NON-STANDARD ORDERS are NOT ELIGIBLE FOR REFUND and are individually manufactured and supplied at the customers own-risk. Please read "RETURN POLICY - 'CUSTOM' OR 'NON-STANDARD ORDERS'" and contact us for more information. 

IMPORTANT: Please review your purchase straight away upon delivery and advise us within 48 hours if there is a fault or if a garment has arrived in an unsatisfactory condition.

In the event that you are simply not happy with your purchase, please contact us for a returns number and a returns form by sending an email us at returns@newdayoriginals.co.uk. Include your full name and original order number. You have 14 days to return your purchase (UK & Ireland) and 21 days (International countries including mainland Europe, Australia and USA) from the date of delivery.

You are required to return the goods with their original packaging and in the condition in which they were received. Items that show signs of wear, are marked in any way or are discoloured with make-up caused by customers who when trying the garments on cannot be refunded. 

  • Items must be unworn, undamaged, unmarked and unaltered.
  • All tags must still be attached.

In addition, you must ensure your return reaches us within 14 days from the date of delivery (UK & Ireland) 21 days (International countries including mainland Europe, Australia and USA).

It is strongly advised that a secure, insured and tracked delivery service is used, such as Royal Mail Special Delivery or equivalent. New Day Originals does not accept liability for any items not received. Return postage costs are the responsibility of the customer.

As proof of returning the goods within the return period, you will be asked to supply a valid tracking number and details of the carrier. Failure to provide the tracking details can sometime cause the refund to be rejected if the goods are received outside the stated return period. 

International returns must be clearly marked on your return form as “Returned goods – No commercial value”. Failing to do this may result in import duties which will be removed from the amount refunded to the customer.

If you have any queries in relation to returns, please contact returns@newdayoriginals.co.uk

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

RETURN POLICY - 'CUSTOM' OR 'NON-STANDARD' ORDERS

We do provide a personalised service and these are classified as 'custom' or 'non-standard' orders and as such refunds are NOT PERMITTED.  We also do not accept returns and offer refunds on 'custom' or 'non-standard' orders due to "buyer regret" or a simple "change of mind" after the garment is committed to manufacture. 
If ordering a 'custom or 'non-standard' item please ensure that you are aware of the design, quality, fabric, colour, size and cut / fit before committing to the order.

If you have any questions about a custom order, please contact us at info@newdayoriginals.co.uk to discuss your requirements. 

RETURN POLICY - 'CLEARANCE ITEMS'

New Day Originals believes in the fair and honest sale of its goods.

Items marked as 'Clearance' or included in our 'End of Season Clearance' sale are sold as 'final' and we DO NOT accept returns for these Items.

'Clearance' items are already heavily discounted and often below cost-price hence the change in our normal flexible return policy.

In exceptional circumstances, we may accept a return for a 'clearance' item but reserve the option to refund the sale price less the full price of handling and delivery. Note that delivery costs can be significantly higher than originally charged to the customer. 

Please contact us at: info@newdayoriginals.co.uk if you have any questions in relation to this policy. 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If a refund is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. New Day Originals will issue your refund within 10 business days but please note that due to differences in payment providers processing times this can take longer.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account or payment provider again as it can take some time before your refund is officially recognised.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@newdayoriginals.co.uk

EXCHANGE PROCESS AND POLICY

As we keep a limited quantity of our beautiful garments in stock we do not offer an official 'Exchange' process. Our exchange policy is however designed to be fair for both existing and new customers alike.

If you wish to exchange an item, we strongly suggest that you simply place a new order for the replacement size and return the original as quickly as possible for a full refund. Please ensure the return is in acceptable condition and is reaches New Day Originals within the stated return period (see REFUND POLICY above).

Purchasing the replacement size straight way will ensure that you will not miss out if another customer purchases 'the last one' while your return is in transit or being processed. It also ensures that other customers are not disadvantaged if a return goes missing or it returned in an unacceptable state.

Please contact us at: info@newdayoriginals.co.uk if you have any questions in relation to how best to process an exchange. 

We are here to help.