Refund policy

Our returns guarantee

We offer free returns within 30 days of delivery. If you are not completely satisfied with your purchase, you can return it for a full refund of the product price.

Return conditions

To be eligible for a return, items must meet all of the following conditions:

  • Returned within 30 days of the delivery date shown in your dispatch email
  • Unworn and unwashed, with no signs of use
  • All original tags attached and in original packaging where possible

Items that show signs of wear, washing, alteration, or damage caused after delivery will not be accepted for return and will be sent back to you.

How to start a return

  1. Contact us at support@newmae.com with your order number and the reason for your return
  2. We will reply within one business day with a prepaid return shipping label
  3. Pack your item securely and attach the label
  4. Drop the parcel at the carrier location shown on your label

Do not send items back without contacting us first, as we cannot guarantee a refund for returns sent without prior authorisation.

Refund timeline

Once we receive and inspect your return, we will process your refund within 5 to 7 business days. Refunds are issued to your original payment method. Your bank or card provider may take a further 3 to 5 business days to reflect the funds. You will receive a confirmation email when your refund is issued.

Exchanges

We do not process direct exchanges. To get a different size or style, return the original item for a refund and place a new order for the item you want. This is the fastest way to ensure you get the right piece.

Faulty or incorrect items

If your item arrives damaged, faulty, or different from what you ordered, contact us at [your email address] within 48 hours of delivery with your order number and photos of the issue. We will arrange a replacement or a full refund at no cost to you, including return shipping. You do not need to return faulty items in some circumstances; we will advise you when you contact us.

Sale items

Sale items are returnable under the same conditions as full-price items within 30 days of delivery.

Contact

To start a return or ask a question about your order, email us at [your email address] or visit our contact page. We respond within one business day, Monday to Friday.