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FREQUENTLY ASKED QUESTIONS


HOW DO I MAKE A PURCHASE?

To purchase an item on NEWDRESSCODE.COM, please follow these steps:

  • When you find an item you would like to purchase, simply select the desired size (when necessary), chose the quantity and click ‘ADD TO BAG’. All added items will remain in your shopping bag until your order has been placed.
  • If you would like to keep an item in your shopping bag and continue shopping, click ‘CONTINUE SHOPPING’ or you can proceed to checkout by clicking ‘VIEW BAG & CHECKOUT’.
  • To place your order, review the items in your shopping bag and click on 'PROCEED TO CHECKOUT’. Follow the straightforward instructions, which will guide you through the registration and payment processes until you receive an order confirmation via e-mail.

Please note that adding an item to your shopping bag does not reserve it for you. It will be available to other customers while you continue to shop for other items. Before you start shopping, we recommend that you read our Terms and Conditions.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

You can place an order at NEWDRESSCODE.COM without creating an account. You can always order as a guest. However, by creating an account with us, you will be able to:

  • Manage your account and update your personal information
  • Save your favorite items to your Wishlist
  • View your order details and track the shipment of your orders
  • Save your addresses and payment details for faster checkout experience

I HAVE FORGOTTEN PASSWORD TO MY ACCOUNT – WHAT SHOULD I DO?

Visit the Login page on the website and click the 'Forgot Your Password?' link. You will need to enter your email address and you will be emailed instructions for resetting your password. Alternatively, you can contact Customer Care for assistance.

WHAT PAYMENT METHODS DOES NEWDRESSCODE.COM ACCEPT?

We accept Visa, MasterCard, Maestro, JCB and Discover. You can also choose to pay with PayPal. All payments are processed through a secure checkout system and payment gateway.

Some cards may require authorization from the issuing bank.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT NEWDRESSCODE.COM?

We take security very seriously and ensure your purchase is safe and secure. For your protection, all payments are processed through a secure checkout system and payment gateway.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

We are committed to protecting our customer's privacy and confidentiality. At no point will we share your personal information without your authorization, unless they are involved directly in the processing and shipments of your order. Please visit our Privacy Policy for further details.

WHAT IF AN ITEM IS NOT AVAILABLE IN MY SIZE?

If your size is unavailable, you can inform us of your interest by contacting Customer Care and we will notify you via e-mail whether a specific size will be available again or if we can pre-order it for you.

WHICH COUNTRIES DOES NEWDRESSCODE.COM SHIP TO?

We ship worldwide. Please visit our Delivery Terms for further details on shipping options and charges for your destination.

IS IT POSSIBLE TO SHIP TO A DIFFERENT SHIPPING ADDRESS THAN MY BILLING ADDRESS?

Yes. You may provide a different shipping address during the checkout process.

IS MY PACKAGE INSURED?

All your purchases are insured against accidental damage and theft from the time of pickup to delivery at the provided shipping address. Once your package has been delivered to your specified address and signed for, it is no longer covered by insurance.

DO I NEED TO SIGN FOR DELIVERY?

We require a signature for all deliveries.

AM I ABLE TO TRACK MY ORDER?

Yes. As soon as your order is dispatched, you will receive a shipping confirmation e-mail along with a tracking number. You can check the status of your package by using the tracking number provided. Please note that your order may be processed in multiple shipments, in which case you will be notified with the tracking number when each shipment occurs.

I HAVE A DISCOUNT CODE – HOW DO I USE IT?

Enter the code in the ‘DISCOUNT CODE’ field at the checkout stage. Once you have entered the code, click on 'APPLY CODE' and the discount will be applied to your order.

Some exclusions may apply. Please check our Terms and Conditions and the Terms of the promotion to make sure your order is eligible for the discount and the discount code is still valid.

CAN I RETURN MY ORDER?

You have 14 days from when you receive your package to make the return. 

Items must be returned in their original condition (unworn, unwashed, unaltered) with the tags attached. Shoes should be returned with the original shoebox and free of any damage.

Please note that we do not accept returns or cancellations on items that have been customized for you unless the items were damaged or faulty when delivered to you.

For full details on our returns process, please refer to our Returns Policy section.

CAN I EXCHANGE MY ORDER?

If you would like to exchange an item, you will need to return the original item and then place a new order. Once we receive your return, we will process a refund to your original payment method. For full details on our returns process, please refer to our Returns Policy section.

CAN I CANCEL MY ORDER ONCE I HAVE PLACED IT?

This depends upon which stage of the process your order has reached. After your order has been processed and shipped, you cannot cancel it, but you may return the item if you wish. Please contact our Customer Care with your query and they will advise how to best proceed.

WHEN WILL I RECEIVE THE REFUND FOR MY RETURN?

Once your return is processed, a refund will be issued to the same payment method used for the purchase. Please note that it can take up to 14 business days for the refund to appear in your account, depending on your bank or payment provider. For further information, please refer to our Returns Policy section.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

We have high standards when it comes to packaging your order, however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

You can request a return using Orders and Returns link in the footer of the website or in your account area if you are a registered customer. If you have any problems please contact Customer Care to arrange your return. We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.

WHAT SHOULD I DO IF MY ITEM IS DAMAGED?

Although we take care to prevent any damage to your goods during transit, it is possible that problems could arise. Please accept our apologies if you have received a damaged item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can request a return using Orders and Returns link in the footer of the website or in your account area if you are a registered customer. If you have any problems please contact Customer Care to arrange your return. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

HOW DO I REPORT A FAULT WITH MY ITEM?

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

You can request a return using Orders and Returns link in the footer of the website or in your account area if you are a registered customer. If you have any problems please contact Customer Care to arrange your return. Please provide details of the fault and where possible attach pictures to your message.

HOW DO I ARRANGE A RETURN?

You can request a return using Orders and Returns link in the footer of the website or in your account area if you are a registered customer. We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorization number and all the necessary information to arrange the return. 

Please pack the item securely and ensure our returns form is included inside.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that ensures you for the value of the goods. You will need to obtain a proof of shipping when you send your item to us. Proof of shipping does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. 

Please note that you are responsible for the return shipping costs and for shipping the item on time.

For full details on our returns process, please refer to our Returns Policy section. If you have any problems please contact Customer Care to arrange your return.

WILL NEWDRESSCODE.COM REFUND MY SHIPPING COSTS TO RETURN AN ITEM?

We are more than happy to refund shipping costs to return an item where the return is required due to our error. For instance:

  • If we sent you the wrong item
  • If the item is damaged or faulty

We will not refund shipping costs to return items, which are unwanted or no longer required. These costs will need to be covered by you. Again, we recommend using a delivery service that ensures you for the value of the goods.

If you have placed an order for more than one article and do not wish to return all the articles in the order, we may not refund the order delivery costs or refund only a part of the order delivery costs. The reason for this is because the costs incurred in home delivery are fixed. They are paid for each order placed and are invariable, based on the number of goods included in the order.

We will not refund shipping costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of shipping the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

QUESTION NOT ANSWERED?

Please contact Customer Care for further assistance.