Shipping & Returns Policy

At ANEWCITIZEN, each piece is crafted on a made-to-order basis to ensure it is tailored to your selected style and size. As a result, all orders are final unless a cancellation request is submitted before production begins.

SHIPPING

Once your order has been processed, we will ship your item and provide a tracking number via email. Delivery times vary by location and typically range between 2 to 10 business days. If your order is delayed beyond this timeframe, please contact us at sinatra@anewcitizen.london for assistance.

We use DHL Express or RoyalMail for UK deliveries. While we strive to meet the estimated delivery dates, delays caused by external factors such as customs clearance or weather conditions are beyond our control. ANEWCITIZEN is not responsible for any additional taxes or duties imposed by customs.

For inquiries regarding delivery times, please email us at sinatra@anewcitizen.london.

CUSTOMS DUTIES

Customers are responsible for any customs fees, duties, or taxes applied by their local government upon delivery. We recommend checking with your local customs office for more information. ANEWCITIZEN does not assume liability for these fees.

RETURNS

Due to the made-to-order nature for most of our products, all sales are final. We strongly encourage customers to review our size chart prior to placing an order.

If you have questions about sizing or need assistance, contact our team at hello@anewcitizen.com, and we’ll gladly help ensure the perfect fit.

Refunds will be issued as store credit only, provided the request is submitted within 15 days of purchase. Shipping fees are non-refundable. Sale items are final sale and cannot be returned or exchanged.

To qualify for a return:

  • Items must be unworn, unwashed, and in their original condition, with tags attached.
  • Items showing signs of wear, damage, or stains will not be accepted and will be returned to the customer.

Once the returned item is received and inspected, the process will be completed within 5- 10 business days.

CANCELLATIONS & DEFECTIVE ITEMS

Cancellations for a full refund must be requested within 8 hours of placing your order and prior to the production process commencing. Once production begins, refunds are no longer available as our team has already started crafting your order.

If you receive an item that is defective, incorrect, or damaged, please contact us at sinatra@anewcitizen.london within 15 days of delivery. Include a photo or video of the issue for verification, and we will process a replacement.

EXCHANGES

Exchanges are only available for defective, incorrect, or damaged items reported within 15 days of delivery. If you require sizing advice or a custom fit, please contact sinatra@anewcitizen.london prior to placing your order.

Exchange requests must adhere to the following:

  • The item must be returned in its original condition, unworn, and unwashed.
  • Shipping costs for exchanges are the customer’s responsibility.

We do not accept returns or exchanges for:

  • Items purchased during sample or final sales.
  • Swimwear.
  • Custom-made items that align with the measurements provided.

CURRENCY & PAYMENTS

All transactions are processed in GBP (£). For international orders, you may select your local currency on our website. Please note, however, that we are not responsible for fluctuations in exchange rates.

We accept the following payment methods:

  • Credit/Debit Cards
  • PayPal

All payments are securely processed through our trusted payment providers. Your payment details are never stored by ANEWCITIZEN.

For any additional inquiries, please contact us at sinatra@anewcitizen.london.