Frequently Asked Questions
If none of the following answers address your inquiry, feel free to contact us, and we will respond as soon as possible.
We are here to assist you.
Orders
HOW DO I KNOW MY SIZE?
In the description of each product, you'll find the size guide with all the measurements and information about the sizes worn by the models, so you can choose the one that fits you best.
If you need further assistance, feel free to write to us via chat or at info@newcitizenbrand.com, and we’ll provide personalized advice.
HAS MY ORDER BEEN PROCESSED CORRECTLY IF I HAVEN'T RECEIVED A CONFIRMATION EMAIL?
If the charge has been made to the payment method you used to place the order but you haven't received the confirmation email, don't worry, your order has been processed correctly.
To find the confirmation email, check your spam, promotions, or junk folder. Make sure to check the same email account you used to place the order. If you still haven't received it, email us at info@newcitizenbrand.com so we can assist you.
CAN I MODIFY THE DETAILS OR PRODUCTS OF MY ORDER?
You can modify the shipping details or items as long as the order has not been prepared or shipped. To do so, please write to us as soon as possible atinfo@newcitizenbrand.comso we can make the modification in time.
CAN I CANCEL MY ORDER?
If your order has not yet been prepared or shipped, there’s no problem in canceling it, and we will issue a full refund.
If your order has already been prepared or shipped, it cannot be canceled, and you will need to process a return.
Shipping and Deliveries
HOW LONG DOES IT TAKE TO PROCESS AND SHIP MY ORDER?
All orders are carefully prepared in our workshop within a maximum of 48 hours from order receipt (excluding Spanish holidays). Orders are processed Monday through Friday. Orders placed over the weekend or on holidays will be processed starting the next business day. We will send periodic updates via email about the status of your order and delivery.
Shipping times vary depending on the shipping method selected and the delivery destination. During peak demand periods, these delivery times may vary slightly.
For more information, check the policy on: Shipping, Exchanges, and Returns.
DO YOU SHIP WORLDWIDE?
Yes, we ship worldwide.
When placing orders from countries outside the European Union, you may be required to pay import taxes and customs clearance fees according to local regulations.
HOW CAN I TRACK MY ORDER?
We will notify you by email when your order is completed and prepared. Once it has been picked up by the shipping company, you will receive an email or text message with all the shipping details.
This email will include the tracking number, allowing you to track your order at any time and manage the delivery.
Below are the shipping companies responsible for transportation and tracking links:
- Orders to Spain (Peninsula), Balearic Islands, and Canary Islands: Correos Nacional.
Tracking website: [https://www.correos.es/es/es/herramientas/localizador/envios/detalle?tracking=number=dd](https://www.correos.es/es/es/herramientas/localizador/envios/detalle?tracking=number=dd)
Due to factors outside of our control, some shipments may experience delays from the shipping company.
Gift Card
DO YOU OFFER GIFT CARDS?
Yes, we offer gift cards! You can purchase a gift card here.
About the New Citizen gift card:
- You will receive it instantly via email, which you can forward or print.
- It can be redeemed on our website with the code you’ll receive by email.
- It can be used for one or more purchases (until the balance is exhausted).
- It expires in 12 months.
HOW CAN I REDEEM MY GIFT CARD?
You can redeem your gift card on our website by entering your unique gift card code in the section that says "Gift Card or Promo Code."
DO YOU PROVIDE GIFT RECEIPTS?
We do not include a paper gift receipt unless requested by email after the order is placed. However, if you are gifting someone a New Citizen product, they can return or exchange it within 30 days. The information we will need is the email address and the order number.
Exchanges and Returns
CAN I MAKE EXCHANGES OR RETURNS?
The maximum period to request an exchange or return is 30 calendar days* from the receipt of the order.
*Except for purchases made during Black Friday or Christmas, where the period is extended.
It is essential that the products being exchanged or returned are in perfect condition and show no signs of use; otherwise, we will not accept the exchange or return.
The refund amount will be credited to the card you used for the purchase. If you wish to make a return or exchange, send an email to info@newcitizenbrand.com. You must provide the email address used for the order and the order number, which can be found in the purchase confirmation email.
HOW LONG DOES IT TAKE TO PROCESS AN EXCHANGE OR RETURN?
For exchanges: Within 2-4 days of sending your email, you will receive an email confirming that the new order is prepared and ready to ship. When you receive the new order, you will need to hand the package with the items you wish to return to the courier.
For returns: You will receive the refund to the card you used for the purchase, minus the processing or shipping fee, once we receive the returned products in perfect condition at our workshop.
Please note that it is the customer's responsibility to provide appropriate packaging to ensure the returned products arrive in perfect condition. We suggest using the original box or bag the product was received in. If the items are received in poor condition, New Citizen reserves the right to claim for the damage.
IS THE EXCHANGE AND RETURN PERIOD EXTENDED FOR BLACK FRIDAY AND CHRISTMAS?
Yes, for orders received during special campaigns like Black Friday, Cyber Monday, and Christmas, the exchange and return period is extended to ensure that the gifts are truly to the liking and fit of the recipients.
The deadline to request an exchange or return is extended until January 31st.