Refund policy

At Newlooktrend, we want you to feel confident about your purchase. If you are not fully satisfied with an eligible item, you may request a return in accordance with the terms below.

Returns

1. Return Request Deadline

You must contact our Customer Support Team and submit your return request within 30 calendar days of the confirmed delivery date.

Your return request should include:

Your order number
The item or items you wish to return
The reason for the return
Clear photos or other supporting information, if requested

Return requests submitted more than 30 calendar days after the confirmed delivery date may no longer qualify for a refund or exchange.

2. Return Approval

All returns must be reviewed and approved by our Customer Support Team before being shipped.

Once your return request has been approved, we will email you:

The authorized return address
Return packaging instructions
Customs guidance, where applicable
Any other instructions required for your return

Submitting a return request does not automatically mean that the return has been approved.

Please do not ship an item back before receiving written approval and return instructions from our Customer Support Team.

3. Return Shipping Deadline

Once your return has been approved and the return instructions have been emailed to you, the package must be shipped within 14 calendar days.

The shipment acceptance date shown on the carrier’s tracking record will be used to determine whether the package was shipped within the required timeframe.

Submitting a return request within the 30-day return request window does not provide an unlimited period to send the item back.

A return shipped after the 14-calendar-day deadline may no longer qualify for a refund or exchange unless an extension was approved in writing by our Customer Support Team before the deadline expired.

4. Authorized Return Facility

All approved returns must be shipped to our main fulfillment facility in Shenzhen, China.

The complete authorized return address and customs instructions will be provided by email after the return request has been approved.

Please do not send your return:

To the address shown on the original shipping label
Directly to the manufacturer
To any address not provided by our Customer Support Team

Packages sent to an unauthorized address may not be accepted, located, or processed.

5. Tracking Requirement

You must use a trackable shipping service and provide us with the tracking number after the return package has been shipped.

The tracking record should clearly show the carrier, tracking number, shipment acceptance date, and delivery status.

The customer is responsible for monitoring the return shipment and ensuring that it is successfully delivered to the authorized return facility.

Newlooktrend cannot guarantee receipt of return packages shipped without valid tracking information.

6. Return Condition

To qualify for a refund or exchange, all returned items must be:

Unused and unworn
In the same condition in which they were received
Free from marks, stains, odors, scratches, excessive creasing, or other signs of use
Returned with their original packaging and included accessories
Packaged securely to prevent damage during return shipping

Shoes should only be tried on indoors on a clean, soft surface.

Items showing signs of outdoor wear, prolonged use, alteration, misuse, or customer-caused damage may not qualify for a refund or exchange.

7. Returns That Do Not Meet the Requirements

A return may be refused or may no longer qualify for a refund or exchange if it is:

Requested more than 30 calendar days after delivery
Shipped more than 14 calendar days after the return instructions were emailed
Shipped without prior written approval
Sent to an unauthorized address
Returned without sufficient identifying information
Used, worn, altered, damaged, incomplete, or missing its original packaging
Different from the item or items approved for return
Sent using Freight To Collect, cash-on-delivery, or postage-due service

Receiving a return package does not automatically guarantee approval of a refund or exchange. All returned items are subject to inspection.

If a return does not meet our policy requirements, our Customer Support Team will contact you regarding the available next steps. Any shipping cost required to send an ineligible item back to the customer will be the customer’s responsibility.

Refunds

Once your returned item has been delivered to our authorized return facility, it will undergo a standard inspection.

Return inspection and processing normally take 3–7 business days from the date the package is received.

After the inspection is complete, we will email you to confirm:

That the return has been received
Whether the refund has been approved
The amount approved for refund

If approved, the refund will be issued to the original payment method.

Please allow an additional 3–10 business days for the refunded amount to appear on your bank, card, or payment account statement. Processing times depend on your bank or payment provider.

Original shipping charges, return shipping costs, customs charges, and other delivery-related costs are non-refundable unless the return is due to a confirmed error by Newlooktrend.

Partial Returns

If your order contains multiple items, you may request to return one or more eligible items without returning the entire order.

Your return request must clearly identify every item you wish to return.

Only items that were approved for return, received by our authorized facility, and accepted after inspection will be included in the refund.

Where an order-level discount, promotion, gift, or minimum-purchase offer was applied, the refund amount may be recalculated based on the items that are kept and returned.

Late or Missing Refunds

If we have confirmed that your refund was issued but it has not yet appeared in your account:

Check your bank or payment account again.
Contact your credit card company or payment provider.
Contact your bank, as posting delays may apply.

If you have completed these steps and still have not received the refund, please contact us at support@newlooktrend.com.

Exchanges

Exchange requests must be submitted within the same 30-calendar-day return request period and are subject to approval.

If you wish to request an exchange, please contact our Customer Support Team before returning the item.

Depending on the reason for the request and product availability, available solutions may include:

Returning the item for an approved size or color exchange
Returning the item for a refund
Receiving a replacement for a confirmed incorrect, damaged, or defective item
Accepting another solution offered by our Customer Support Team

Exchange approval is subject to product and size availability and inspection of the returned item.

For exchanges requested due to personal reasons, including fit, incorrect size selection, color preference, style preference, or change of mind, the customer is responsible for return shipping.

Incorrect, Damaged, Missing, or Defective Items

If you receive an incorrect, damaged, missing, or defective item, please contact us within 7 calendar days of delivery.

Please provide:

Your order number
Clear photos or videos showing the issue
Photos of the packaging
A clear photo of the product or size label, where applicable
A brief description of the issue

Please do not return the item before receiving instructions from our Customer Support Team.

Once the issue has been reviewed and confirmed, we may provide an appropriate resolution, including:

A replacement
A prepaid return option
Reimbursement of reasonable approved return shipping costs
A refund
Another suitable resolution

The available resolution will depend on the circumstances of the case, the evidence provided, and product availability.

Return Shipping Costs

Personal-Reason Returns

If the return is due to personal reasons, the customer is responsible for arranging and paying for return shipping to our fulfillment facility in China.

Personal reasons include, but are not limited to:

Incorrect size selection
Fit preference
Change of mind
Color or style preference
No longer needing the item

Return shipping costs for personal-reason returns are non-refundable.

Confirmed Newlooktrend Error

If the return is due to a confirmed Newlooktrend error, such as an incorrect item or size being sent, a confirmed quality issue, or a confirmed defective product, please contact us first with photos and details.

Once the issue has been reviewed and confirmed, we may:

Provide a prepaid return option
Reimburse reasonable return shipping costs approved in advance
Arrange a replacement
Issue a refund without requiring the item to be returned
Offer another appropriate resolution

Please do not arrange or pay for return shipping before receiving written instructions from our Customer Support Team. Return shipping costs arranged without prior approval may not be reimbursed.

Tracking and Shipping Insurance

A trackable shipping service must be used for all customer-arranged returns.

For higher-value returns, we strongly recommend purchasing shipping insurance.

Newlooktrend is not responsible for return packages that are lost, damaged, refused, incorrectly addressed, or not successfully delivered to the authorized return facility.

We do not accept Freight To Collect, cash-on-delivery, or postage-due return packages.

Customs Information for Returns

International return packages may require customs documentation.

Customers must follow the return and customs instructions provided by our Customer Support Team and provide complete and accurate shipment information.

Incorrect, incomplete, or inaccurate customs documentation may cause the package to be delayed, refused, returned to the sender, or subject to additional charges.

The customer is responsible for delays or costs caused by incorrect information submitted by the sender.

Order Changes and Cancellations

We accept order-change and cancellation requests before an order has been shipped.

Once an order has been shipped or entered the carrier network, it can no longer be cancelled or changed.

If an eligible order is cancelled before shipment, the refund will be issued to the original payment method.

Please allow 3–10 business days for the refunded amount to appear, depending on your bank or payment provider.

If the order has already shipped, you may request a return after delivery in accordance with this Refund Policy.

Frequently Asked Questions

1. How do I request a return?

Contact support@newlooktrend.com within 30 calendar days of the confirmed delivery date.

Please provide your order number, identify the item or items you wish to return, and explain the reason for the return.

Our Customer Support Team will review your request and provide the authorized return address and instructions if the return is approved.

2. How long do I have to ship my return?

After your return has been approved and the instructions have been emailed to you, the package must be shipped within 14 calendar days.

3. Does contacting you within 30 days give me unlimited time to return the item?

No. You must request the return within 30 calendar days of delivery and ship the approved return within 14 calendar days after the instructions are emailed to you.

4. Can I return an item without contacting Customer Support?

No. All returns require prior written approval. Packages sent without approval or sent to an unauthorized address may not be accepted or processed.

5. Where are returns sent?

All approved returns are sent to our main fulfillment facility in Shenzhen, China.

The complete authorized address and customs instructions will be provided by email after approval.

6. How long does return inspection take?

After the return package is delivered to our authorized facility, inspection and processing normally take 3–7 business days.

7. When will I receive my refund?

Once the refund has been approved and issued, please allow 3–10 business days for it to appear in your original payment account.

8. Who pays for return shipping?

For personal-reason returns, the customer is responsible for return shipping.

For a confirmed Newlooktrend error or confirmed product issue, we will review the case and provide an appropriate resolution.

9. What happens if I ship the return after the deadline?

A return shipped more than 14 calendar days after the instructions were emailed may no longer qualify for a refund or exchange unless an extension was approved in writing before the deadline expired.

10. What happens if my return package is lost?

The customer is responsible for customer-arranged return shipments until they are successfully delivered to our authorized return facility.

We strongly recommend using a trackable and insured shipping service.