Returns from the Canary Islands, Ceuta, Melilla and outside the EU
Was your order delivered to mainland Spain, the Balearic Islands or another European Union country? This page does not apply to you: use the Start my return button.
This page only 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.
The return conditions (new and unused product, original packaging and a request within 14 calendar days) are the same as in our returns policy.
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 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.
- 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.
4. Send us the tracking number
Once shipped, email us at info@newcop.com with the tracking number and your order number. We will identify your return using that tracking number, so you do not need to include any form in the parcel.
If you do not send us the tracking number, it may take longer to identify your return and process your refund.
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. The refund will be made using the same payment method used for the purchase.
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.