Frequently Asked Questions
When dropping off items, you’ll need to complete a form giving your name and contact details, so that we can record your points against your name. Then, whenever you next pop in, you can collect your points from us and spend them in store. Your points are ready from 10am the next working day.
We have to have a combination of points and pounds in all our clothing transactions to help keep New-U open. We can’t rely purely on income from the shop to support our charity and have to look elsewhere for other funding sources. Funders often need to see that we, as a charity, have taken steps towards generating our own income before they can offer support. Buying from us, online or from one of our stores (see here for events), helps to sustain the New-U charity so we can continue to help young people into employment and give the wider public the chance to reduce textile waste by swapping preloved clothes.
We accept any women’s or men’s clothing or accessories that are in good wearable condition, undamaged and clean.
We cannot accept, underwear, swimwear (unless new with tags), loungewear (pyjamas), childrenswear, damaged, worn out or unwashed clothing or shoes.
The better the quality, the higher the points. We have a strict grading system for all incoming items. The value is determined by the brand, quality and condition of each item. There are some lower end brands that we do not stock in our shops, these items will be accepted, if not excessively worn, and will be awarded 2 points each. Damaged, unclean or worn out items will receive no points.
Items that are not suitable for swapping or for our monthly jumble sales, will not be awarded points and will be used in our upcycle workshops. This applies to all brands, even designer or high end as we can only offer swap points for wearable items. Sadly, too many items end up in our rag bin simply because they have not been laundered, please make sure you wash all items before bringing them into us.
We accept new, unworn shoes only for our shops. Any that have been worn, and still have plenty of wear left in them are awarded 2 points. We want to keep them in circulation as wearable items so they will be put into our monthly jumble sales. This applies to all worn shoes and boots regardless of the brand or original cost.
We’re a small team and we receive a lot of donations every day so have capped donations at 10 per person per day to allow us time to process the clothing and get it out on our shop floor as quickly as possible. If you put more than 10 items in your bag, only the first 10 items taken out will be awarded points.
Yes of course. However, you may not receive any points for damaged or excessively worn Items. Things that are not suitable for swapping or for our monthly jumble sales, will be used in our upcycle workshops. This applies to all brands, even designer or high end as we can only offer swap points for wearable items. Sadly, too many items end up in our rag bin simply because they have not been laundered, please make sure you wash all items before bringing them into us.
We hope so! However, there are several reasons why you may not;
– It could already have been snapped up by another customer
– Excess stock is stored in our stock room
– Lower value or out of season items are put into our monthly jumble sales to help with fundraising
We need to raise funds to continue to be able to swap (swapping doesn’t pay the bills!). We also have far more clothing donated than we can physically display in our shops so lower value items and out of season items are put into our monthly jumble sales to help with stock control and fund raising.
No, all items left in our shops are considered a donation and will not be returned under any circumstances. We believe we offer a fair ‘price’ for all items and follow a guide to ensure we are consistent with pointing.
No – we consciously make sure there is a balance. However, the really great items we put in the shop are usually snapped up very quickly! As we update our rails daily, it’s worth making regular visits to our shop.
All items bought from our shop are “sold as seen.” Please remember we are a pre-loved clothing outlet so some items may have imperfections which should be reflected in the item’s value. If you want to return an item you will only receive swap points – not a cash/card refund.
If you would like to cancel your order before dispatch, you must contact us as soon as you can via email@example.com (before you’ve received a dispatch notification and within 14 business days of ordering).
Although every effort to prevent dispatch will be made upon receiving your request, it may not be possible to halt dispatch. One reason for this may be that the shipment process has progressed too far to stop because we have already prepared your order for dispatch.
All returns (cancellations after dispatch) must be returned in person to our Norwich store on level 2 of the Castle Quarter or sent to:
ONLINE RETURNS, New-U Ltd, 75 Castle Quarter, Norwich, Norfolk, NR1 3DD.
We do not offer a free returns service and you are responsible for choosing an appropriate postage type (such as a tracked service). If the item does not reach us at the address above we may not process a return.
We may also not process your return if: Your product doesn’t reach us within 14 days of your notification email. You fail to contact us within 14 days of receiving your item from us. Your parcel does not include your name, order number, email address and delivery address within your parcel.
Once your return is received and inspected, we will notify you that we have received your returned item. If our cancelation/return terms (above) have been followed correctly, we will refund you within 14 business days via the original payment method. You will be notified that the item has been received. Either in the same message or separately, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Although the refund will be processed within 14 business days, it may take longer to show on your account.
We’ll notify you when your item is ready to collect. You’ll need to bring your order number with you and some photo ID (such as a passport or driving licence photo card).
As the items we sell online are stored in a stockroom, not in our shop, we are unable to allow customers to try on any items before purchase. You are very welcome, however, to use our changing room to try on an item you have purchased from us online and have collected in store.
Still have questions?
If your query was not answered above, please get in touch on firstname.lastname@example.org