EXCHANGE POLICY
We apologise if you have received a defective/damaged item. We offer exchanges for defective or damaged products within 14 calendar days of the item being delivered to you or available for collection.
Kindly email us at hello@newnewonline.com with the photos showing the damaged/defective areas and we will provide further assistance.
We understand that you would love to keep the packaging as part of your collection and we will do our best to check the packaging condition and ensure good packaging condition before shipping the item to you, however please note that there might be some unexpected mishandling during transit, causing slight dentation on the packaging and it is beyond our control. We are unable to accept exchange request if the packaging is imperfect.
CANCELLATION/RETURNS & REFUND POLICY
We understand sometimes something happened and you require cancellation of your order with refund. Don't worry, we can process refund request, subject to the rules below with exception of certain items*.
a) If the item is a pre-order item when purchased, please notify us before the item pre-order closing date.
(b) If the item is in-stock item when purchased, please notify us before the order shipped out from our warehouse.
(c) If you have already received the item and the item is still in its factory condition, please notify us within 3 calendar days; of the item being delivered to you or available for collection.
To notify us, please email us at hello@newnewonline.com with your order number, item name and reason of refund.
Once any of above rules is met, we will process the refund with full amount via store credits which you may use for other products or services.
For exception or other special case for refunds to be made to the original payment mode, please note that a small amount of admin charge will incur and deducted from the refund, depending on the conditions. For all refunds, we aim to refund you within 14-21 working days, after confirmation via email for order cancellation request or inspection upon receiving the returned item.
We don't accept any cancellation or refund request after the relevant notifying period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.
RESPONSIBILITY
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on its way to us! Remember to obtain proof of postage or tracking number to notify us about your return.
We're not responsible for any items that are returned to us by mistake. If we are able to locate the items and you would like these returned to you, delivery fee will incur.
ITEM THAT ARE NOT ELIGIBLE FOR EXCHANGE OR RETURN
We are about our customers' safety and hygiene is super important.
While it is fine to try an item on but please do not actually wear it. If an item is returned to us damaged or worn or not in original condition, we will not be able to refund you and will send it back you with delivery cost charged to yo