Returns & Refunds

New Era Cap Company Ltd is proud to provide our customers with the finest quality products. However, if you are not completely satisfied with your purchase, simply return it unworn and unlaundered within 30 days of the order date on your invoice for a refund. 

From the 23rd November, we are extending our refund policy. Any items purchased on or after Thursday 23rd November 2017 can be returned up until 31st January 2018.

Where you are withdrawing from your purchase within the 30 day period, and there has been no error on our part, we will refund the cost of the item but not the cost of sending the item to you. This returns policy does not affect your statutory rights.

Please note that you will be responsible for the costs of returning the items to us, unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.

If you have any questions with regard to returning or exchanging merchandise, please Contact Us. Be sure to include your name and order confirmation number.

How do I return something?

I need a new Returns Form

I need a new Returns Address Label

Can I return to a store?

How long will it take to process my refund?

What do I do if my item is damaged, defective or incorrect?

It’s past the 30 days return policy, what happens now?

 

How do I return something?

Complete the Returns Form which was included in your shipment, giving the reason for the return as "Item Not Wanted". Send this with your purchase, in its original packaging, using the Return Address Label included with your shipment, to our warehouse at the below address.

When returning your item to us, please ensure that you use either a tracked service or retain a proof of postage so that we can guarantee you’ll receive your refund even if your item gets lost along the way.

XPOLogistics
Achtseweg Noord 25
5651 GG
Eindhoven
Netherlands

I need a new Returns Form

Download a new form here

I need a new Returns Address Label

Download a new form here

Can I return to a store?

If your New Era online purchase is not quite what you expected it to be, you can return your item/s into one of our stores. To do this, all you need to do is take your unworn and unlaundered purchase to one of our stores with the dispatch note that came with your order within 30 days of the date of dispatch and one of our team members will happily help you pick out something new, or issue a refund for you.

 We understand that at times dispatch notes may go missing. If this has happened, please bring a copy of your order confirmation in to store with your proof of purchase.

Find a store.

How long will it take to process my refund?

As soon as we receive the returned item with notice of your cancellation of the order, we will refund the purchase price for that item. This can take up to 28 days from you sending your parcel, to us processing the refund.

We do not refund the item's normal postage charge to you unless we delivered the item to you in error (an 'Incorrect' item), or if the item is damaged or defective.

What do I do if my item is damaged, defective or incorrect?

Prior to returning your goods, please contact Customer Services to discuss further.

Please note that you may be asked to provide a photograph of the damaged/defective/incorrect items.

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged, defective or incorrect, we will refund the delivery charges incurred in sending the item to you.

New Era Cap Company Ltd will only send you a replacement or provide a refund for a damaged, defective or incorrect item once our customer services rep has received proof of fault.

In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

It’s past the 30 days return policy, what happens now?

If you bought the cap from the New Era Cap Europe website and are dissatisfied due to a manufacturing flaw, and it is past 30 days from the day of purchase, we allow up to 6 months from the time of purchase to return it for a replacement cap.

Please note that in this case, New Era Cap Company Ltd offers you a replacement of any cap of your choice of equal or lesser value that is available on our website in your size. If you did not buy the cap at the New Era Cap Europe website, we will forward your order details over to the appropriate Customer Service Representative.