Delivery and return
What happens if I am not present at the time of delivery?
A delivery notice will be left in your letterbox so that you can collect your parcel from your post office or from a Chronopost relay for France. On this delivery notice, a link will be provided to allow you to choose a new date/address. Otherwise, with or without a delivery notice, you can go directly to your post office or to the Chronopost relay indicated for France with the tracking number and your ID.
Please note: after a period of 10 days your order will be returned to our warehouse and you will be contacted by our Customer Service.
How do I track my package?
In the order confirmation email, you have a tracking number and a link that redirects you to the carrier's website to locate your package. You can also track your order directly on your account in the "My Orders" section. By clicking on the corresponding order number, you will directly access the tracking number of the carrier.
Is there a charge for delivery?
For all orders of 80€ or more, delivery is free. For orders below this amount, you will be charged :
- 6 € TTC for a Colissimo delivery in France
What are the delivery times?
For France, the Colissimo delivery is carried out, after dispatch, within 2 to 5 working days (Monday to Saturday excluding public holidays).
Deliveries outside France are handled by Colissimo International (except for the United Kingdom). This service guarantees delivery within 8 to 10 working days (Monday to Saturday excluding public holidays) from the date of dispatch.
What are the delivery methods?
You can choose between standard delivery with Colissimo for deliveries in France and abroad or express delivery with Chronopost for France only.
What are the delivery zones?
EUROPE - Zone 1 & 2: France, Monaco, Belgium, Spain, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom
EUROPE - Zone 3 : Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Czech Republic, Slovakia, Slovenia, Sweden
EUROPE - Zone 4: Cyprus, Croatia, Iceland, Malta, Norway
LARGE EXPORT - Zone 5: Austria, Switzerland, Australia, Canada, China, South Korea, USA, Hong Kong, Israel, Japan, Singapore
For Zone 1, 2, 3, 4: Free shipping
For LARGE EXPORT - Zone 5: 30 Euros excl.
You can also contact us directly by e-mail: contact@newlab-brand.com to find a solution adapted to your country of residence.
Return
The return costs are at the customer's expense.
Products must be returned in their original condition. Products that are returned incomplete, damaged, worn or soiled will not be accepted.
How to make a return?
To make a return, please follow the steps below:
Download the form by clicking here
Print the form and fill it in, specifying the reason and the quantity of items to be returned
Put the form in your parcel - the return address is written on it
You have a legal period of 30 days maximum from the day of dispatch of your parcel to return your products. Only products in their original condition (packaging + unworn, untouched, unwashed product...) will be refunded. Otherwise, the package will be made available to the customer for reshipment at the customer's expense.
How will I receive my refund?
Once your package has been received by our warehouse, you will receive your refund within 15 days directly to the account associated with the payment card used at the time of purchase.
Is it possible to make an exchange?
Unfortunately, it is not yet possible to make an exchange directly. If you wish to change your size, you must return the item and place a new order.