Refund policy

Returns & exchange policy

We want you to love your purchase. If for any reason you’re not satisfied, we’re here to help.

Returns

We accept returns within 15 days of receiving your order, as long as the item:

  • Is in its original condition

  • Shows no signs of wear or use

  • Is returned with the original receipt or proof of purchase

  • Is in the original packaging, where applicable

Once we receive and inspect the item, we’ll notify you of the approval or rejection of your return. If approved, a refund will be issued to your original payment method. Please allow up to 10 business days for the refund to process.

Pre-order returns policy

  • Pre-orders may be cancelled within 15 days of purchase for a full refund.

  • After 30 days, pre-orders are non-refundable but may be exchanged for store credit once your bag arrives.

Return Shipping

  • Australia (Domestic Orders): We do not cover return shipping costs, customers are responsible for return shipping

  • International Orders: We do not cover return shipping costs. Customers are responsible for return shipping and any associated customs duties or taxes.

Exchanges

Need a different size, color, or style? We’re happy to help.

  • For domestic exchanges, we do not cover return shipping costs. The customer is responsible for shipping the original item back to us.

  • For international exchanges, customers are responsible for both sending the original item and the shipping cost of the new item.

To initiate an exchange, please contact our customer service team at contact@newmestore.com.au with your order details and request.

Unsatisfactory Returns

If a returned item does not meet our return criteria — for example, if it shows signs of wear, is damaged, or is missing the original receipt — we reserve the right to refuse the return.

In such cases:

  • We will notify you by email and provide the option to have the item shipped back to you at your expense, or

  • You may choose to forfeit the item, in which case it will not be refunded or returned.

We recommend carefully packaging your return and using a tracked shipping method to ensure it arrives safely and in original condition.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be:

  • In the same condition that you received it

  • Unworn or unused, with tags

  • In its original packaging

  • Accompanied by the receipt or proof of purchase

Please contact us to initiate a return under this policy.

Non-Returnable Items

To ensure product integrity, the following items are not eligible for return or exchange:

  • Final sale items

  • Gift cards

  • Custom or personalized products

How to Initiate a Return or Exchange

Please email us at contact@newmestore.com.au with your order number and reason for return or exchange. We’ll get back to you within 1–2 business days with next steps.