Payment and Orders
I didn’t get an order confirmation email or a tracking link. So, what should I do now?
Please double-check your email for any missed order notifications, including your SPAM/JUNK folder.
What should I do if an item in my order is incorrect?
Please email our Customer Service team with the order number as well as the name and number of the faulty item. Any complaints with wrong items will be resolved as soon as possible by the staff.
NewNewYork’s email address is firstname.lastname@example.org
Delivery and Shipping
What should I do if an item in my order is defective?
Please email our Customer Care staff with the order number as well as the name and photo of the wrong item. Any complaints with wrong items will be resolved as soon as possible by the staff.
What should I do if a product from my order is missing?
Please check your emails to see if any of your things will be coming separately, since we may have shipped them in separate parcels.
Please contact our Customer Care staff with the order number as well as the name and number of the lost item. Within 24 hours, we will contact you.
Customer Errors vs. Fulfillment Errors
Any returns or issues that arise as a result of our mistakes will be addressed at our expense.
We cannot exchange or refund products that have no defects or that have been ordered in the wrong size because they are manufactured to order.
Please accept our apologies for any inconvenience this has caused. We are working diligently to find a solution. Meanwhile, thank you for your unwavering support.
Refunds and Returns
Will you reimburse the shipping costs for my package?
We normally reimburse the amount you paid for your item, but not the shipping costs (fee & tax where applicable). Check out our Shipping and Returns page for more details.
My order has been canceled. When will I be able to get my money back?
If you cancel your purchases, we will return the amount you paid for your order within 5 business days, except shipping expenses (fee and tax if applicable).
Please contact us if the money have not been released within 7 working days.