SHIPPING & RETURNS

Everything you need to know about receiving and returning your order.

SHIPPING TIME
3–7 business days		 WE SHIP TO
Worldwide		 RETURNS
14-day returns

Shipping

Processing Time
Orders are processed and shipped within 3–7 business days from our facility in Poland. You'll receive a shipping confirmation email with tracking information once your order has shipped.

Delivery Times
After your order ships, typical delivery times are:

  • EU: 3–7 business days
  • UK: 5–10 business days
  • USA & Canada: 7–14 business days
  • Australia: 10–18 business days

Customs & Import Duties

  • European Union: All taxes included — no additional charges.
  • Switzerland, UK & USA: All taxes & duties included — no surprise customs charges, import taxes, or brokerage fees at delivery.
  • Canada & Australia: Import duties and taxes may apply as per local regulations.
  • All other countries: Import duties and taxes may apply as per local regulations.

Shipping Costs

  • European Union (excluding Cyprus): €9.90–€17.90
  • Other European destinations (Cyprus, Iceland & Norway): €19.90–€49.90
  • Switzerland: CHF 9.90–CHF 14.90
  • UK: €17.90
  • USA & Canada: €49.90
  • Rest of the world: €79.90

Shipping costs are calculated at checkout, so you can see the total before placing your order.

Returns

Return Policy
We offer returns within 14 days of delivery. Items must be unworn, unwashed, and in their original condition with all tags attached. The shoe box is a part of the product — for a damaged shoe box we may charge a €20 repacking fee.

How to Return
To return a product, please register the return online on our website. Log in to your account and select Return in your order. No account yet? Visit the login page and enter your email address to receive a one-time login code.

Please note that return shipping costs are covered by you. We will provide you with a prepaid return label and later deduct this cost from your refund.

Refunds
Once we receive your return, we'll inspect the items and process your refund within 5–7 business days. Refunds are issued to your original payment method, minus the actual cost of the prepaid return label.

If you haven't received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us at store@theneworchard.com.

Non-Returnable Items
Gift cards cannot be returned.

Exchanges

Exchanges are always possible and free! If you need a different size or style, simply contact us, and we'll help you find the perfect fit.

Damaged or Faulty Items

If your item arrives damaged or faulty, contact us with your order number and photos before sending it back. We'll arrange a solution at no cost to you. Our boots come with a one-year warranty when used and cared for according to our recommendations.

Contact

store@theneworchard.com or our contact form.