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FAQs


Why are you selling items if you're a swap shop?

The short answer is that we have to sell some items to help keep the New-U swap shop open. As we are a swap shop, we can't rely on income from the shop to support our charity and have to look elsewhere for funding sources. Funders often need to see that we, as a charity, have taken steps towards self-sustaining before they can offer support. Buying from us, online or from one of our sales (see here for events), helps to sustain the New-U charity so we can continue to help young people into employment. 

Do you reserve all the really good stuff for online?

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. 

Cancellations

If you would like to cancel your order before dispatch, you must contact us as soon as you can via help@new-ultd.co.uk (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. 

Returns

We don't offer free postage for returns and we will not pay you any postage costs, or other associated costs, involved in returning a product if you have changed your mind. If you believe your product is not as described, you must discuss the problem with us on help@new-ultd.co.uk before taking any action as we will advise on next steps. 

To be eligible for a cancellation after dispatch (a return), your item must be unused and in the same condition in which it was received. It must also be in the original packaging. 

If you wish to cancel (return) your order after it has been dispatched, you must notify us within 14 business days (Mon-Fri) of receiving your product by contacting help@new-ultd.co.uk. You will have 14 business days to return the item to us after you have notified us you will be returning the item. You must include your name, order number, email address and delivery address within your parcel. 

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, Unit 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. 

Refunds (if applicable)

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. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. We should appear as New-U Ltd or New-U Enterprises on statements. It may take a few working days for a refund to show on your account. When checking your statement/online banking, please bear in mind that we do not refund the original postage cost (or return costs) if you cancelled your order after dispatch. 
If you cannot see the refund, and have waited a few working days for it to show, please contact your card company, it may take some time before your refund is officially posted and they should be able to advise you. There is often some processing time before a refund is displayed.
If you’ve done all of this and you still have not received your refund, please contact us at hello@new-ultd.co.uk.

Exchanges

We don't offer exchanges. Please see details above regarding returns/cancellations. 

Gifts

If you are the recipient of a gift bought from us that you do not wish to keep, please contact the purchaser of the item. We are only able to communicate with the purchaser regarding their order (due to data protection restrictions) and need to receive direct contact from them if a return needs to be initiated.

Shipping

You will be responsible for paying your own shipping costs for returning your item if you have changed your mind. If you feel the item is not as described, please contact help@new-ultd.co.uk

Shipping costs are non-refundable. If you receive a refund for a returned item, (a cancellation after dispatch) where you had changed your mind, the of cost of original shipping will not be returned. 

Packaging

We will re-use packaging/bags/boxes supplied to us in our Norwich store whenever possible. Although we're working to make our packaging as environmentally friendly as we can, we have to seriously consider the costs involved as we are small charity. Please let us know what you think of the packaging used for your order on help@new-ultd.co.uk

Postage types

Our standard postage type is Royal Mail 2nd Class, which usually takes around 3-5 working days for delivery following dispatch. We'll let you know when your order's been sent and give you an estimated delivery period. As Royal Mail doesn't gurantee delivery dates, we can only offer an estimate. 

Dispatch time

We aim to dispatch (ship) within 3-5 working days (our working days are Tue-Sat). When your order's on the way we'll notify you.

If you've selected collect from store, it should be ready to pick up around 3-5 working days after ordering. We'll notify you when it's ready for collection.

Collecting in store

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).

Can I try the item on before purchasing?

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 help@new-ultd.co.uk or use the contact form below: