Returns Policy

The following conditions apply to Return of products:

Custom Made orders – As these products are custom manufactured to your personal requirements, we are unable to accept return of these products for a refund.

All other products – Refund will only be made on condition that:

– the product must not have been worn (except for initial fitting, as you would do in a store/shop).We suggest  trying them on carpet of a non scratch surface

– the product must be in original condition.

– you must not have removed the swing tags / product labels.

– you must return the product, wrapped in the original tissue paper, in its original branded box.

– you must NOTIFY us within 14 days, following the date of delivery, to your delivery address.

EXTENDED RETURNS PERIOD

During the Christmas and Holiday season our returns period is extended. Online orders that are placed with us between December 1st and December 20th have a return notification date of January 3rd. Orders placed after December 20th qualify for the usual 14 days return notification date.

Returns Process

If all of the above conditions are satisfied you should initiate your Return via:

‘My Account’

Click here – Returns

Alternatively, you can send an email or letter to Customer Service, (we are unable to accept Return notification by telephone or text message).

For qualifying returns, we will send you an email with the Returns Merchandise Authorisation Number & Returns Address.

PLEASE NOTE THE RETURNS MUST NOT BE SENT WITHOUT A RETURNS AUTHORISATION AS WE WILL NEED TO NOFITY YOU OF THE RETURNS ADDRESS. WE CANNOT BE RESPONSIBLE FOR RETURNS SENT TO AN INCORRECT ADDRESS.

You then have a further 14 days to return your order to the address advised in the email and you must comply with the following:

– protect the shoe box during shipment, e.g. plastic / courier bag or another box, YOU MUST NOT APPLY ADHESIVE TAPE OR LABELS DIRECTLY TO THE BOX.

– clearly display the Returns Merchandise Authorisation Number and the Returns Address, on the OUTSIDE of the parcel.

As a UK customer, you can either return your product(s) via the UK postal service or a shipping service of your choice.

You will need to pay the cost of the postage/shipping to return your order to our Warehouse address and you are responsible for the product(s) until your order/parcel is received at our Warehouse address. You may want to choose a Signed-for / Tracked service or ensure you retain a proof of posting / receipt from your shipper for the returned parcel, as product(s) lost during transit cannot be refunded.

Also please note we are not responsible for any products / items that are returned to our Warehouse as a result of your error (it does happen occasionally!). If we can locate those items (it may not always be possible) and you would like those items returned to you, this can be arranged, a cost for handling & shipping will apply.

For customers in the EU you can return the product (s) to our EU warehouse

For customers in the USA and Canada the product (s) can be returned to our US warehouse

For customers in Asia/Pacific product (s) can be returned to our warehouse in Hong Kong

Exchange for another size or product

Please follow the same procedure, notifying us of the change you need to make.

On receipt of the returned product, they will be inspected and provided that the returned product meets our requirements we will ship you the replacement product.

Returns and Cancellations Refund

Following receipt of your Return parcel at our Warehouse our Quality Control Team will inspect the returned goods.(Please note we retain a digital photographic record of all Return products). The inspection and processing of retunred products can take up to 7 working days. We will email confirming acceptance that the products are in their original condition and your Return is being processed for refund.

Your refund will be issued using your original payment method. The refund will be processed within 14 days of the returned product being inspected and approved for refund.

Product(s) received in a worn/used condition cannot be refunded and will be returned to you at the delivery address stated in the original order.

The above requirements apply to all orders received by Newground Co. Ltd via the Online Shop / Telephone Order and applies to both cancelled and returned orders.

The above Policy does not affect your Statutory Rights.