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Shipping & Returns
Delivery across the United Kingdom and to European destinations, plus 14 days to change your mind on unworn items.
The cost is confirmed before you pay.
Shipping is worked out from the destination and the size of your order, and it is shown on the checkout page before you confirm anything.
Once your order is dispatched you will receive a confirmation email containing your order reference. If you need an update, quote that reference and we can look it up straight away.
Typical timing by destination and service
Working days, counted from dispatch rather than from the moment you order.
| Destination | Service | Estimated timing | Shipping cost |
|---|---|---|---|
| United Kingdom | Standard | 2–4 working days | Calculated at checkout |
| United Kingdom | Express | 1–2 working days | Calculated at checkout |
| Europe | Standard | 3–7 working days | Calculated at checkout |
| Europe | Express | 2–4 working days | Calculated at checkout |
Timings are estimates and can be affected by public holidays, customs processing outside the United Kingdom, and events outside our control. The shipping charge shown at checkout is the charge that applies to your order.
14 days from delivery to change your mind
Unworn items, in their original condition, can be returned within 14 days of delivery. This sits alongside your statutory rights, which are not affected.
- 01
Start the return
Email support@new-horizon.shop with your order reference and the item you want to return. We will confirm the return details.
- 02
Original condition
Send the item back unworn, with any tags still attached, in its original packaging where possible.
- 03
Return postage
Return postage is paid by you unless the item is faulty, damaged or not what you ordered.
- 04
Back to your payment method
Once the return is received and checked, the refund is issued to the original payment method.
Wrong size? Exchange rather than refund.
If the fit is the only problem, an exchange for another size in the same style is usually the fastest way to get what you want. Tell us the size you need in your first email and we will confirm availability.
- Same style, different size — the standard exchange.
- Faulty or misdescribed items — return postage is covered, and you can choose a replacement or a refund.
- Change of mind — within 14 days of delivery, on unworn items in their original condition.
- Not what you ordered — contact us first and we will put it right at no cost to you.
Nothing in this policy reduces your statutory rights as a consumer in the United Kingdom or the European Union.
Asked most often
How is the shipping cost calculated?
From the destination and the size of your order. The exact figure is shown at checkout before you pay, so there is nothing to work out in advance.
Can I track my order?
Your confirmation email carries the order reference. Quote it when you contact us and we can check the status for you.
How long does a refund take?
Refunds are issued to the original payment method once the returned item has been received and checked. Your bank or card provider may take a few days to show it.
Do you deliver outside the United Kingdom and Europe?
The checkout offers the destinations we currently supply. If your country is not listed, email support@new-horizon.shop and we will tell you whether it can be arranged.
What if my item arrives damaged?
Email us with your order reference and a photograph. Faulty or damaged items are returned at no cost to you, with a replacement or refund as you prefer.