Returns
Return request
To return a product, you must submit a return request within a maximum of 14 calendar days of receiving your order.
Return conditions
For a return to be accepted, the product must:
- Be new and show no signs of wear.
- Include the original packaging, in the same condition in which it was delivered.
- Be properly protected during return shipping.
We reserve the right to refuse the return or request compensation if the product or its packaging arrives damaged.
Once we receive the product, our team will assess the condition of the item and accept or reject the return. You will be notified of the outcome by email.
Return form
Once you have requested your return through the corresponding form, you will receive a document that must be included inside the parcel.
Returns received without this form cannot be accepted.
For any issue with your order other than a return, you can contact us at:
Return costs
- Returns from mainland Spain and the Balearic Islands: €7
- Returns from the rest of the European Union: €15
- Returns from the Canary Islands, Ceuta, Melilla and countries outside the European Union: return shipping is arranged and paid for by the customer. See Returns from territories subject to customs procedures.
The refunded amount will not include the original shipping costs, if any.
Any shipment that is refused or not collected by the recipient may incur return and handling costs, as well as possible additional charges such as local taxes, duties or customs fees. These amounts will be deducted from the final refund.
Returns from territories subject to customs procedures
This section applies to orders delivered to the Canary Islands, Ceuta and Melilla, as well as to countries outside the European Union (including, among others, Switzerland, Andorra, Liechtenstein, Gibraltar, Serbia and Albania).
These destinations are outside the customs or VAT territory of the European Union, so the parcel must clear customs before it reaches our warehouse. For this reason, these returns cannot be processed through our returns portal or with our shipping label, and must follow the procedure below.
1. Request your return by email
Email us at info@newcop.com within 14 calendar days of receiving your order, stating your order number and the items you wish to return.
Our Customer Service team will send you the documents required for the return:
- Return form, which identifies your parcel at our warehouse.
- Return invoice, detailing the items and their value.
- Customs document (SAD/DUA) from the original shipment, which proves the goods left our warehouse and allows them to be processed as a return.
- Delivery address for the return.
Please do not ship the parcel until you have received these documents. Once you have them, you have 14 calendar days to send the parcel.
2. Choose a carrier that handles customs
You arrange and pay for the return shipment yourself. The service you choose must:
- Include customs clearance for the return.
- Provide a tracking number. We also recommend insuring the parcel for the value of the items.
- Be shipped with all costs, duties and taxes paid at origin (DDP), so that no charges arise on delivery to our warehouse.
Before shipping, we recommend confirming these conditions and their cost with the carrier.
3. Prepare and ship your parcel
- Place the product in its original packaging and protect it with an outer shipping box.
- Put the return form inside the parcel.
- Attach the return invoice and the customs document (SAD/DUA) to the outside of the parcel in a clearly visible document pouch, or hand them to the carrier as instructed. Keep a copy.
- Declare the shipment as returned goods (not as a sale or a gift), at the value shown on the return invoice.
Once shipped, send us the tracking number at info@newcop.com.
Shipping costs, customs and taxes
Return shipping costs and any customs-related charges (duties, taxes, import fees, clearance fees or any other charges arising during the return process) are the customer's responsibility.
If Newcop has to pay any of these amounts in order to receive the parcel, they will be deducted from your refund.
Any taxes or duties you paid to customs or to the carrier when receiving your order are not charged by Newcop and are therefore not included in the refund. In some territories you may be able to reclaim them from the local customs authority; please check with your carrier or the relevant customs authority.
Timeframes and refund
Customs clearance may extend the transit time of your return. We will process your refund once the parcel has arrived at our warehouse and we have verified that the product meets the return conditions.
Missing or incorrect documentation
Missing, incomplete or incorrect customs documentation may cause delays, the parcel being held at customs, its return to the sender, or additional costs.
Newcop is not responsible for delays, holds, returns to sender or additional costs resulting from missing, incomplete or incorrect customs documentation, an incorrect declaration of the shipment, or customs charges not paid by the customer.
Free in-store returns
You can also return your order free of charge at any of our physical stores:
NEWCOP Barcelona
Carrer de la Canuda, 37
08002 Barcelona
NEWCOP Madrid
Calle Tetuán 16
28013 Madrid
NEWCOP Paris
19 rue du Temple
75004 Paris
Please remember to bring the product in its original box or bag, without the outer shipping box.
Refund
Once the condition of the item has been checked and approved, we will process the refund using the same payment method used for the purchase.
You will receive a confirmation email once the process is complete.
If your order was delivered to the Canary Islands, Ceuta, Melilla or outside the European Union, please do not use this button: follow the procedure in Returns from territories subject to customs procedures.