Return Policy
At New Lover Big City, we want you to feel confident when shopping with us. If there is an issue with your order, we will do our best to help with an exchange, return, or refund in line with the conditions below.
Return eligibility
Items may be accepted for return or exchange when they are unused, in saleable condition, and returned with original packaging, tags, accessories, and proof of purchase. Requests should be made within a reasonable period from the delivery or collection date.
For hygiene, safety, and product integrity reasons, certain items may not be eligible for return once opened, used, damaged after delivery, or purchased as clearance or final-sale items unless the item is faulty or sent incorrectly.
Damaged, faulty, or incorrect items
If you receive an item that is damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible with your order number and clear photos where relevant. Once reviewed, we may offer a replacement, exchange, store credit, or refund depending on the issue.
How to request a return
To request a return, exchange, or refund review, please contact our customer support team with:
- your full name and contact details
- your order number or proof of purchase
- the item name and reason for the request
- photos, if the issue relates to damage, defects, or incorrect delivery
Our team will guide you through the next steps, including return approval, collection, or shipping instructions where applicable.
Refunds
Approved refunds are generally issued to the original payment method used for the purchase. If a direct refund is not possible, we may offer store credit or another suitable resolution. Processing times may vary depending on your bank, card issuer, or payment provider.
Return shipping
If the return is due to our error or a confirmed product fault, return-related costs may be covered by us. If the item is being returned for another approved reason, return delivery charges may be the responsibility of the customer unless stated otherwise.
Order cancellations
If you need to cancel an order, please contact us immediately. We can only cancel orders that have not yet been processed, packed, or dispatched.
Contact
For return assistance, visit our contact page.