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FAQs

 

Customer service is extremely important to us and we're here to answer your queries Monday - Friday 8am-8pm GMT. Please read the FAQs below which may answer any of your questions.

 

 For all enquiries that are not covered in our FAQ's, please contact info@newagerebel.com we aim to answer your emails within 24 hours.

 

Has my order been shipped out yet?

All orders are shipped within 3-5 working days. Please note all orders made Saturday and Sunday will be processed the following Monday. A despatch email notification will be sent upon your order being shipped. If you have not received an email notification in this time please contact our customer service team info@newagerebel.com.

 

My order is wrong or faulty.

If your order is wrong or faulty please contact info@newagerebel.com with your name, order number and item name. We will then email you back within 24hours Mon-Fri of your email. 

 

Have you received my return?

Upon receipt of your return, we will send an email to advise your return has been received. Please allow up to 30 working days in busy periods for an exchange or refund to be processed.

 

Will you get this style back in stock ?

We always try to restock best selling styles. Unfortunately we can't guarantee if or when styles will come back into stock, and lead times on manufacturing can vary from a few days to a few weeks. Please note that small and medium sizes sell out very quickly. We recommend to purchase as soon as possible to avoid disappointment.

 

What is the fitting like on this style?

All size information can be found on our size guide page.

 

Are your payment gateways secure?

Shop with confidence as we use Stripe payment gateway which is extremely secure and also provides customers with buyer protection.

 

Did my order payment go through?

If you have received a confirmation email with your order number, your order has gone through successfully. If you are still unsure, please email info@newagerebel.com and our customer service team will confirm whether your order was successful.

 

Where is my order?

You will receive email confirmation once your order has been despatched. In the unlikely case you do not receive your confirmation email, please email our customer service team info@newagerebel.com and we will check the details of your order location.

 

Can I cancel my order?

Unfortunately we are unable to cancel orders once payment has been made. However, you can return the parcel to us should you wish, and a full refund will be given.

 

I ordered the wrong colour/size 

Order variations can be amended within 1 hour of payment on individual items as long as the new variation is available. We exchange all products excluding Hats, Swimwear and Pierced Jewellery (see Delivery and Returns) for hygiene purposes the exchange item must be unused in its original packaging.

 

Do you offer prepaid returns?

New Age Rebel do not currently offer prepaid returns labels. We recommend that you return your items via a tracked/recorded method so that you can track it's whereabouts should there be a delay. (see Delivery and Returns)

 

How long will my refund take?

Please allow the NAR team up to 30 working days in busy periods to process your return & refund after it has been delivered to us. You will receive an email confirmation as soon as your refund has been processed. All refunds are issued through your original payment method. 

 

We hope you love our collections as much as we do!

Thank you for shopping with NewAgeRebel.com

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