Refund policy
Returns Policy
Return Window
30 Days
The return window starts from the date your order tracking is marked as delivered.
Return Shipping
Please organise return shipping with your local post office.
I highly encourage you to ensure the shipping comes with tracking, and hold onto your tracking number. Unfortunately I cannot cover lost returns.
Why don't you offer free returns?
That is a future goal. Please read through the note at the end of this policy.
Return Packaging
Please reuse the packaging your order came in if possible!
Just make sure its closed securely (i.e. with sticky tape, no staples please).
Also check that the original address and barcode are covered/clearly crossed out so that the postie doesn't accidentally bring it back to you.
I don't have the original packing / I ripped it badly.
No worries, anything weather proof and sturdy enough to go through the mail will do (i.e. no flimsy plastic/paper bags that may tear in transit). For example, you may have a parcel from another brand that can be taped shut. Promise I won't be offended, I'd rather you save the plastic and your money.
If necessary, you can always purchase a new satchel at the post office. You'll know for next time!
Restocking Fee
Returned items are subject to a 10% restocking fee.
Sorry, I know this is annoying. Hopefully it will only be a part of our returns policy short term. Please read more in the note below.
Exclusions
Occasionally there may be something excluded from change-of-mind returns. In that case, it will be clearly marked as no returns on the product page, in your cart and in the order confirmation email.
Faulty Items
As Never the Newest is a secondhand store, it is to be expected that some items will come with some signs of wear or small faults.
Please double check the product page before purchasing. The condition of the item will always be listed, from Like New With Tags through to Well Loved, as well as any specific faults.
If you receive an item with an unlisted fault, please contact me right away with details.
Conditions
When purchasing something new, it is always a condition of return that items are unworn with labels attached. Of course, when buying / selling secondhand, items have almost always been worn before. However, I do ensure items are always washed and sanitised, with their condition inspected and noted prior to selling them.
If you wish to return an item, it is necessary that they are in the same condition that you received them in, meaning they have not been re-worn, re-washed, or marked or damaged.
You can, and should, try items on. However, while deciding whether to keep something, please be mindful of:
- Makeup transfer
- Perfume or deodorant marks
- Smoke from cigarettes/vapes, devils lettuce etc
- Pet hair
Or anything else that could be unpleasant or allergenic for another customer should you end up returning an item.
Returning an item you have worn OR after 30 days
If you do wear something and then realise you'll likely never wear it again, or it has been sitting in your closet unworn for sometime, reach out to me.
Likewise if it doesn't match any of the above conditions (i.e. you accidentally marked something while trying on).
Depending on the timeframe, the item and condition it's in, we may be able to arrange something. Resolutions may include a partial refund or store credit.
These instances will be treated on a case by case basis.
Please do not send back an item in these instances without discussing it with me first. This will be treated as a return condition violation.
Renting Items
If you see an item that:
- you only want to wear once (i.e. for a special occasion) or
- you want for a limited timeframe (i.e. you want to try a new style or switch up you outfits for work)
reach out to me. We might be able to arrange something.
If you are just interested in the idea of renting clothes in general, let me know! I'm considering adding this as a service, so if there is a lot of interest, I'll make this a priority.
Return Violations
If an item is returned that clearly violates the return conditions, it may result in your return being refused. Repeated disregard of the return conditions may result in refusal of all future returns to protect the experience for other customers.
A note from Iyanna
Deciding on a returns policy has been a balance what it would look like in an ideal world, and what it has to look like for now with time and budget restrictions. Here are the factors I took into consideration:
Giving you a good shopping experience.
I know the convenience of online shopping also comes with the compromise of not seeing the item in person first. The fit, fabric or how you feel might not be what you expected, and I don't want you to get stuck with something you won't wear. That sucks for you and defeats one of the principals of Never the Newest: rehoming items so they keep getting worn and removing barriers from shopping secondhand.
Being realistic about my expenses as a small business.
I would genuinely love to provide free return shipping. I'll be the first to agree that make for a better experience when shopping online. Unfortunately as a newly launched, small business, it's just not feasible to match the policies of bigger brands or billionaire giants like shmamazon. It is something I will continue to review, and hope to offer free returns in the future.Being realistic about hours in the day as a one person operation. Just as I would like to offer free returns, I'd also rather not charge a restocking fee. It honestly feels a bit icky to do it.
However, it does take time out of the day to process returns and it took time to process the original order. As it's just me doing everything, I do have to offset those lost hours somehow.
This also ties back to expenses. All payment provides charge me transaction fees, so I'll also get hit with those as well as issuing a refund. A restocking fee helps to soften that blow.
Again, this is something that I will keep reviewing, and aim to remove restocking fees when I can.
Selling secondhand items.
Secondhand items simply have less margin in them than new items, unless they are particularly rare or desirable. To me, the ethical reasons for building a secondhand business outweigh the benefits of having a larger margin to play with.
I try to be as strategic as possible with what I source for the site, to ensure I can add enough margin to cover expenses and pay myself a liveable wage, while maintaining a good price for you. Nevertheless, there's no getting around the fact that I have to take this into account when deciding what I can or cannot offer for free.
My goal is to grow Never the Newest into a go-to resource for shopping secondhand, with a large, frequently updated range that caters to all sizes, ages and styles. The bigger it gets, the easier it will be to absorb costs like returns shipping.
Until then, I hope that your reasons for shopping secondhand also mean you'll be happy to give me some grace in these early days. I can't wait to keep improving the experience as Never the Newest grows, and I'd love to have you join me on this journey!