[{"id":"q_originales","category":"cat_autenticidad","categoryTitle":"Authenticity","question":"Are Newcop products original?","answer_html":"\u003cp\u003eYes. All Newcop products are 100% original, brand new and unworn.\u003c\/p\u003e"},{"id":"q_procedencia","category":"cat_autenticidad","categoryTitle":"Authenticity","question":"Where do your products come from?","answer_html":"\u003cp\u003eMost come directly from each brand's official channels: Newcop is an official distributor of Adidas, Puma, Asics, UGG, Nike, New Balance, Hoka, On Running and Saucony.\u003c\/p\u003e\u003cp\u003eSome brands and models we don't officially distribute, such as Fear of God Essentials or sold-out releases, are sourced through other channels, and Newcop checks each one individually before shipping it. Every item arrives with its original box, tags and the manufacturer's style code (SKU).\u003c\/p\u003e"},{"id":"q_dudas_producto","category":"cat_autenticidad","categoryTitle":"Authenticity","question":"What should I do if I have doubts about a product I received?","answer_html":"\u003cp\u003eEmail us at \u003ca href=\"mailto:info@newcop.com\"\u003einfo@newcop.com\u003c\/a\u003e with your order number and photos of the product and we'll review it with you. You can also return any product within 14 calendar days.\u003c\/p\u003e"},{"id":"q_previamente_usados","category":"cat_autenticidad","categoryTitle":"Authenticity","question":"Have the items been worn before?","answer_html":"\u003cp\u003eNo. Every product we sell at Newcop is brand new, unworn and in its original packaging.\u003c\/p\u003e"},{"id":"q_metodos_pago","category":"cat_pedidos","categoryTitle":"Orders","question":"Which payment methods can I use?","answer_html":"\u003cp\u003eYou can pay by credit or debit card (Visa, Mastercard and American Express), Apple Pay, Google Pay, Shop Pay, PayPal and Bancontact, or in instalments with Scalapay or seQura. Available methods vary by country and are shown at checkout.\u003c\/p\u003e"},{"id":"q_precio_final","category":"cat_pedidos","categoryTitle":"Orders","question":"Is the price on the website the final price?","answer_html":"\u003cp\u003eYes, the price on the website is the final price including VAT, however many units you buy. Shipping costs are added at checkout.\u003c\/p\u003e\u003cp\u003eOnly for deliveries to the Canary Islands, Ceuta, Melilla and non-EU countries may duties or import taxes apply on delivery, paid by the customer (see “Are there customs duties or taxes for any destination?”).\u003c\/p\u003e"},{"id":"q_recoger_tienda","category":"cat_pedidos","categoryTitle":"Orders","question":"Can I pick up an online order in a physical store?","answer_html":"\u003cp\u003eYes. At checkout you'll see the stores available for pickup and can choose one instead of home delivery. We'll email you when your order is ready to collect.\u003c\/p\u003e"},{"id":"q_seguro_comprar","category":"cat_pedidos","categoryTitle":"Orders","question":"Is it safe to shop at Newcop?","answer_html":"\u003cp\u003eYes. Payments are processed through encrypted gateways and we never see your card details. Newcop is rated 4.5\/5 on Trustpilot with more than 1,600 reviews.\u003c\/p\u003e"},{"id":"q_carrito_reserva","category":"cat_pedidos","categoryTitle":"Orders","question":"If I add a product to my cart, is it reserved?","answer_html":"\u003cp\u003eNo, items in your cart are not reserved: the unit is yours once you complete payment.\u003c\/p\u003e"},{"id":"q_cancelar_modificar","category":"cat_pedidos","categoryTitle":"Orders","question":"Can I cancel or change an order?","answer_html":"\u003cp\u003eYes, as long as your order hasn't gone into preparation. Write to us with your order number and tell us whether you want to cancel it or change the product or size.\u003c\/p\u003e\u003cp\u003eIf the order is already being prepared or has shipped, you'll need to wait until you receive it and then request a return.\u003c\/p\u003e"},{"id":"q_estado_envio","category":"cat_pedidos","categoryTitle":"Orders","question":"How can I check the status of my order?","answer_html":"\u003cp\u003eWhen your order leaves the warehouse you'll receive an email with the carrier, the tracking number and a link to see where your parcel is. You can also check it in your Newcop account, under orders.\u003c\/p\u003e\u003cp\u003eKeep your tracking number: the carrier will ask for it if you contact them.\u003c\/p\u003e"},{"id":"q_direccion_incorrecta","category":"cat_pedidos","categoryTitle":"Orders","question":"The shipping address is wrong. What should I do?","answer_html":"\u003cp\u003eWrite to us as soon as possible with the full, correct address; if the order hasn't shipped yet, we'll correct it. If you paid with PayPal, we can't change the delivery address due to PayPal's terms.\u003c\/p\u003e"},{"id":"q_paises_envios","category":"cat_envios","categoryTitle":"Shipping","question":"Which countries do you ship to?","answer_html":"\u003cp\u003eWe only ship to European countries. These are all the available destinations:\u003c\/p\u003e\u003cul\u003e\u003cli\u003e\u003cstrong\u003eSpain:\u003c\/strong\u003e mainland, Balearic Islands, Canary Islands, Ceuta and Melilla.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003ePortugal:\u003c\/strong\u003e mainland, Azores and Madeira.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eEuropean Union:\u003c\/strong\u003e Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Romania, Slovakia, Slovenia and Sweden.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eRest of Europe:\u003c\/strong\u003e Albania, Guernsey, Jersey, Kosovo, Liechtenstein, Moldova, Montenegro, North Macedonia, Switzerland and Vatican City.\u003c\/li\u003e\u003c\/ul\u003e\u003cp\u003eIf your country isn't on the list, we can't ship there for now.\u003c\/p\u003e"},{"id":"q_fuera_europa","category":"cat_envios","categoryTitle":"Shipping","question":"Do you ship outside Europe?","answer_html":"\u003cp\u003eNo. The newcop.com online store only ships to the European countries listed above. Our Dubai store has its own website, separate from newcop.com, and handles its orders independently.\u003c\/p\u003e"},{"id":"q_coste_envio","category":"cat_envios","categoryTitle":"Shipping","question":"How much does shipping cost?","answer_html":"\u003cp\u003eShipping starts at €3.95 and is free over €100 to mainland Spain, the Balearic Islands and Portugal, and over €170 to the rest of the EU:\u003c\/p\u003e\u003cul\u003e\u003cli\u003e\u003cstrong\u003eMainland Spain and Balearic Islands:\u003c\/strong\u003e €3.95; free from €100.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eMainland Portugal and Azores:\u003c\/strong\u003e €4.95; free from €100.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eFrance, Germany and Italy:\u003c\/strong\u003e €7.95; free from €170.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eCeuta and Melilla:\u003c\/strong\u003e €10.95; free from €170.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eOther European destinations\u003c\/strong\u003e (Netherlands, Belgium, Poland, etc.): €10.95; free from €170.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eCanary Islands:\u003c\/strong\u003e €20, no free shipping.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eSwitzerland, Cyprus, Malta and Albania:\u003c\/strong\u003e €40, no free shipping.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eMadeira:\u003c\/strong\u003e €50, no free shipping.\u003c\/li\u003e\u003c\/ul\u003e\u003cp\u003eThe free-shipping threshold is calculated on the total value of the products in your order. Some orders may ship from our Paris warehouse; the exact cost is always shown at checkout before you pay.\u003c\/p\u003e"},{"id":"q_dias_envio","category":"cat_envios","categoryTitle":"Shipping","question":"When do you prepare and ship orders?","answer_html":"\u003cp\u003eOrders placed before 1 pm (Spanish mainland time) on a working day ship the same day; the rest ship the next working day. We prepare orders Monday to Friday, except national and local public holidays.\u003c\/p\u003e"},{"id":"q_plazo_entrega","category":"cat_envios","categoryTitle":"Shipping","question":"How long will my order take to arrive?","answer_html":"\u003cp\u003eTo mainland Spain and the Balearic Islands your order arrives in 1–2 working days, and to the rest of the EU in 2–5 working days after it leaves the warehouse.\u003c\/p\u003e\u003cp\u003eDeliveries to the Canary Islands, Ceuta, Melilla, Madeira and non-EU countries may take longer due to customs procedures. During sales, Black Friday and Christmas there may be slight delays.\u003c\/p\u003e"},{"id":"q_canarias","category":"cat_envios","categoryTitle":"Shipping","question":"What should I know about shipping to the Canary Islands?","answer_html":"\u003cp\u003eShipping to the Canary Islands costs a flat €20, with no free shipping, and may incur import taxes (IGIC) and clearance fees payable by the customer on delivery. These amounts are not charged by Newcop.\u003c\/p\u003e\u003cp\u003eWe don't offer size exchanges in the Canary Islands; returns are arranged and paid for by the customer (see our \u003ca href=\"\/en\/pages\/devoluciones-1\"\u003ereturns page\u003c\/a\u003e).\u003c\/p\u003e"},{"id":"q_aduanas","category":"cat_envios","categoryTitle":"Shipping","question":"Are there customs duties or taxes for any destination?","answer_html":"\u003cp\u003eYes. For deliveries to the Canary Islands, Ceuta, Melilla and non-EU countries (Switzerland, Albania, Kosovo, Moldova, Montenegro, North Macedonia, Liechtenstein, Guernsey, Jersey and Vatican City), duties, VAT or local taxes and clearance fees may apply.\u003c\/p\u003e\u003cp\u003eThey are not included in the price or the shipping cost, and the customer pays them to the carrier or customs on delivery.\u003c\/p\u003e"},{"id":"q_notificacion_envio","category":"cat_envios","categoryTitle":"Shipping","question":"Why haven't I received the shipping email?","answer_html":"\u003cp\u003eThe tracking email is sent when the order leaves the warehouse; please also check your spam or promotions folder. If you haven't received it after 48 working hours, write to us.\u003c\/p\u003e"},{"id":"q_paquete_parcial","category":"cat_envios","categoryTitle":"Shipping","question":"I've only received part of my order. Will the rest arrive?","answer_html":"\u003cp\u003eMost likely yes: our stock is split between Barcelona, Madrid and Paris, so an order with several items may arrive in more than one parcel, each with its own tracking number. If in doubt, write to us with your order number and the missing items.\u003c\/p\u003e"},{"id":"q_mas_de_una_semana","category":"cat_envios","categoryTitle":"Shipping","question":"My order shipped more than a week ago and hasn't arrived. What should I do?","answer_html":"\u003cp\u003eFirst check the tracking: the carrier may have attempted delivery and left the parcel at a pickup point or left a notice. If the tracking doesn't explain it, write to us with your order number and we'll look into it with the carrier.\u003c\/p\u003e"},{"id":"q_entregado_no_recibido","category":"cat_envios","categoryTitle":"Shipping","question":"My order shows as delivered but I don't have it. What should I do?","answer_html":"\u003cp\u003eCheck the delivery details in the tracking of the carrier shown in your shipping email, and ask neighbours or family members. If it still doesn't turn up, contact us within 7 days of the delivery date.\u003c\/p\u003e"},{"id":"q_paquete_danos","category":"cat_envios","categoryTitle":"Shipping","question":"My parcel arrived damaged. What should I do?","answer_html":"\u003cp\u003eTake photos of the parcel and the product and write to us within 48 hours of delivery; we'll review the case and find a solution.\u003c\/p\u003e"},{"id":"q_talla_erronea","category":"cat_envios","categoryTitle":"Shipping","question":"I received the wrong size or model. What should I do?","answer_html":"\u003cp\u003eWrite to us with your order number and photos of the product you received. If the mistake is ours, we'll arrange the pickup free of charge and send you the correct product or refund you, whichever you prefer.\u003c\/p\u003e"},{"id":"q_no_entregado_reembolso","category":"cat_envios","categoryTitle":"Shipping","question":"What happens if my order can't be delivered and comes back to your warehouse?","answer_html":"\u003cp\u003eIf the parcel comes back because the address was wrong, it wasn't collected or it was refused, we'll refund the order minus the original shipping costs and the return costs (if shipping was free, only the return costs), as well as any duties or taxes incurred. If you'd rather we send it again, we'll charge you for the new shipment.\u003c\/p\u003e\u003cp\u003eTo avoid this, check your address at checkout and in the confirmation email, and follow the carrier's notifications.\u003c\/p\u003e"},{"id":"q_tramitar_devolucion","category":"cat_devoluciones","categoryTitle":"Returns","question":"How do I make a return?","answer_html":"\u003cp\u003eRequest your return within 14 calendar days of receiving your order on our \u003ca href=\"\/en\/pages\/devoluciones-1\"\u003eexchanges and returns page\u003c\/a\u003e, or bring it free of charge to our stores in Barcelona, Madrid or Paris.\u003c\/p\u003e\u003cp\u003eOrders delivered to the Canary Islands, Ceuta, Melilla or outside the EU follow a special customs procedure, which you'll also find on the returns page.\u003c\/p\u003e"},{"id":"q_cambio_talla","category":"cat_devoluciones","categoryTitle":"Returns","question":"Can I exchange the size or model?","answer_html":"\u003cp\u003eYes, if your order was delivered to mainland Spain or the Balearic Islands; an exchange costs €7. For all other destinations (including the Canary Islands and the rest of Europe) we only accept returns: return the item and place a new order.\u003c\/p\u003e"},{"id":"q_dias_devolucion","category":"cat_devoluciones","categoryTitle":"Returns","question":"How many days do I have to return a product?","answer_html":"\u003cp\u003eYou have 14 calendar days from receiving your order (or from purchase, if you bought in store) to request a return. What counts is the date you send the parcel, not the date it reaches our warehouse.\u003c\/p\u003e"},{"id":"q_coste_devolucion","category":"cat_devoluciones","categoryTitle":"Returns","question":"How much does it cost to return a product?","answer_html":"\u003cul\u003e\u003cli\u003e\u003cstrong\u003eMainland Spain and Balearic Islands:\u003c\/strong\u003e €7.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eRest of the European Union:\u003c\/strong\u003e €15.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eAt our stores in Barcelona, Madrid or Paris:\u003c\/strong\u003e free.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eCanary Islands, Ceuta, Melilla and non-EU countries:\u003c\/strong\u003e the customer books and pays for the shipment, with a carrier that handles customs.\u003c\/li\u003e\u003c\/ul\u003e\u003cp\u003eThe return cost and the original shipping costs are deducted from the refund.\u003c\/p\u003e"},{"id":"q_rebajados","category":"cat_devoluciones","categoryTitle":"Returns","question":"Can I return sale items?","answer_html":"\u003cp\u003eYes. All products can be returned, including sale items and “Últimas tallas” (last sizes), on the same terms as everything else: 14 calendar days, product unworn and in its original packaging.\u003c\/p\u003e"},{"id":"q_motivos_rechazo","category":"cat_devoluciones","categoryTitle":"Returns","question":"Why might a return be rejected?","answer_html":"\u003cp\u003eWe reject a return if it's requested after the 14 days, if the product shows signs of wear, dirt or damage, or if the original box arrives damaged, written on, taped or with a tampered label. Always send the product box inside another shipping box to protect it.\u003c\/p\u003e"},{"id":"q_cuando_reembolso","category":"cat_devoluciones","categoryTitle":"Returns","question":"When will I get my refund?","answer_html":"\u003cp\u003eIn total, the money usually arrives within about 9 working days of your return reaching our warehouse:\u003c\/p\u003e\u003col\u003e\u003cli\u003eWe email you when we scan the parcel at the warehouse.\u003c\/li\u003e\u003cli\u003eWe inspect the product and process the refund within 5 working days; we'll let you know by email.\u003c\/li\u003e\u003cli\u003eYour bank or PayPal usually takes another 3–4 working days to credit it.\u003c\/li\u003e\u003c\/ol\u003e\u003cp\u003eRefunds are always made to the original payment method. Add the transit time of the return to this (longer if customs are involved).\u003c\/p\u003e"},{"id":"q_gastos_envio_iniciales","category":"cat_devoluciones","categoryTitle":"Returns","question":"Are the original shipping costs refunded?","answer_html":"\u003cp\u003eNo. The original shipping costs are not refunded, and the return cost is also deducted (€7 from mainland Spain and the Balearic Islands, €15 from the rest of the EU).\u003c\/p\u003e"},{"id":"q_devolucion_tienda","category":"cat_devoluciones","categoryTitle":"Returns","question":"Can I return an online order in a physical store?","answer_html":"\u003cp\u003eYes, free of charge, at any of our stores in Barcelona, Madrid or Paris within 14 days of delivery. Bring the product with its original box or bag and tags, without the outer shipping box. The refund is made to the original payment method.\u003c\/p\u003e"},{"id":"q_talla_calzado","category":"cat_productos","categoryTitle":"Products and size guide","question":"How do I choose my sneaker size?","answer_html":"\u003cp\u003eCheck the size guide on each product page: every brand has its own EU\/US\/UK conversion, so your size isn't always the same across brands. If in doubt, write to us and we'll advise you.\u003c\/p\u003e"},{"id":"q_talla_ropa","category":"cat_productos","categoryTitle":"Products and size guide","question":"How do I choose my clothing size?","answer_html":"\u003cp\u003eCheck the size guide on each product page or write to us and we'll help you choose. If you're between two sizes, tell us your usual size and the fit you prefer.\u003c\/p\u003e"},{"id":"q_talla_no_aparece","category":"cat_productos","categoryTitle":"Products and size guide","question":"Why isn't my size showing?","answer_html":"\u003cp\u003eIf a size doesn't appear, the manufacturer hasn't produced it for that model. If it's crossed out with a red line, the size exists but is currently out of stock.\u003c\/p\u003e"},{"id":"q_unisex","category":"cat_productos","categoryTitle":"Products and size guide","question":"Are the products for men and women?","answer_html":"\u003cp\u003eMany models are unisex and we also carry women's-specific models. Always check each model's size guide, as every brand uses its own size conversion.\u003c\/p\u003e"},{"id":"q_historia","category":"cat_sobre_nosotros","categoryTitle":"About Newcop","question":"What is Newcop and where are its stores?","answer_html":"\u003cp\u003eNewcop is a sneaker and streetwear store born in Barcelona that sells brands such as Nike, Jordan, Adidas, New Balance, Puma and Asics. It has physical stores in:\u003c\/p\u003e\u003cul\u003e\u003cli\u003e\u003cstrong\u003eBarcelona:\u003c\/strong\u003e Carrer de la Canuda, 37, 08002 Barcelona.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eMadrid:\u003c\/strong\u003e Calle de Tetuán, 16, 28013 Madrid.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eParis:\u003c\/strong\u003e 19 rue du Temple, 75004 Paris.\u003c\/li\u003e\u003cli\u003e\u003cstrong\u003eDubai:\u003c\/strong\u003e The Dubai Mall (with its own website).\u003c\/li\u003e\u003c\/ul\u003e\u003cp\u003eFind out more on our \u003ca href=\"\/en\/pages\/sobre-nosotros\"\u003eAbout us\u003c\/a\u003e page.\u003c\/p\u003e"},{"id":"q_contacto","category":"cat_sobre_nosotros","categoryTitle":"About Newcop","question":"How do I contact customer service?","answer_html":"\u003cp\u003eEmail us at \u003ca href=\"mailto:info@newcop.com\"\u003einfo@newcop.com\u003c\/a\u003e, use the \u003ca href=\"\/en\/pages\/contact-us\"\u003econtact form\u003c\/a\u003e or visit any of our stores.\u003c\/p\u003e"}]