Shipping, Exchange, and Return Policy
Shipping:
- Standard shipping (2-5 days) within Spain (Peninsula) and the Balearic Islands is FREE with your order.
- Orders are prepared within 48 hours on business days (excluding Spanish holidays).
- All orders are carefully prepared in our workshop in Madrid (Spain), so they should arrive in perfect condition. If, however, this is not the case, please contact us so we can resolve it as soon as possible.
- Due to the high volume of shipments during events like Black Friday, Cyber Monday, Christmas, or special campaigns, some deliveries may experience delays. If your order hasn't been delivered in a reasonable amount of time, please contact us.
Exchanges and Returns:
We want you to be 100% satisfied with your product. Therefore, although we trust the quality of our products, we accept exchanges and returns.
- The maximum period to request an exchange or return is 30 calendar days from the delivery of the order.
- During Black Friday, Cyber Monday, and Christmas campaigns, we extend the exchange and return period until January 31, to ensure that gifts are fully enjoyed and fit for the recipients.
- The processing fee for exchanges or returns is 5€, including pickup and/or reshipping, and will be managed via email.
- In the case of a product return, the refund will be credited to the card used for the purchase.
- International exchanges: First, a return must be processed. Once the store credit is received, you can use it to place a new order with the desired exchange.
- It is essential that the products to be exchanged or returned are in the same condition as when you received them—unused, with tags, and in their original packaging, to be accepted for return. You will also need the receipt or proof of purchase. Additionally, it is the customer's responsibility to provide suitable packaging to ensure the returned products arrive in perfect condition.
EXCHANGES AND RETURNS ARE PROCESSED THROUGH THE FOLLOWING EMAIL:
info@newcitizenbrand.com