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Frequently Asked Questions
Sizing, materials, delivery, returns and care — the twelve questions we are asked most.
Everything you would ask us by email, in one place.
If the answer you need is not here, email support@new-horizon.shop and we will answer it directly — and, where it is useful to other customers, add it to this page.
Twelve answers, in plain English
How do I choose the right size?
Measure your waist and your hip at home, then compare both with the body measurement chart in our sizing guide. Your waist is usually the deciding figure, because the waistband is the part that has to close. If your measurements sit between two sizes, choose the larger one.
What is the denim made of?
The material and care information for each style is stated on the care label inside the garment. We describe denim by its wash, colour and fit rather than publishing fibre figures here that may not apply to every style. If you need the label detail for a particular style before ordering, email us and we will tell you exactly what it says.
How long will my order take to arrive?
Estimated delivery windows are set out on the shipping and returns page: typically two to four working days in the United Kingdom on the standard service, and three to seven working days to European destinations. The figure that applies to your order is confirmed before you pay.
Can I return something if it does not fit?
Yes. You have 14 days from delivery to return unworn items in their original condition. This sits alongside your statutory rights, which are not affected. Start by emailing us with your order reference and the item you want to send back.
Which payment methods can I use?
The payment methods available to you are shown on the checkout page before you confirm the order. Payment is taken securely at checkout, and card details are not stored by us.
Do you ship outside the United Kingdom?
Yes — we supply to customers and retail partners across Europe, and the destinations we currently deliver to are listed at checkout. If your country is not shown, email us and we will tell you whether delivery can be arranged.
How do I contact customer support?
Email support@new-horizon.shop is the quickest route, and you can also call +44 7598 882697. We aim to reply to emails within two working days. Quoting your order reference or the style name speeds things up considerably.
How should I wash and care for denim?
Follow the care label inside the garment, as it is written for that specific item. In general: wash less often, use a cool gentle cycle, turn the garment inside out, skip fabric softener, and dry it in the air rather than in a tumble dryer.
Do your styles all fit the same?
No. Straight-leg, slim-fit, wide-leg, high-waist and stretch styles are patterned differently, so the same size can feel different between them. Each product page describes how that particular cut sits.
Will the colour change over time?
Denim washes evolve with wearing and washing — a wash is a finish rather than a fixed colour. Washing cool and inside out slows the change, and washing dark denim with lighter garments in the first few cycles can transfer colour.
How do I exchange an item for another size?
Email us with your order reference, the style name and the size you need. We will confirm availability and the return details in the same reply, so you only have to send one message.
Can I change my order after I have placed it?
Get in touch as soon as possible with your order reference. If the order has not yet been dispatched we will do what we can, but once it is on its way it is handled as a return or an exchange instead.
Still not sure?
Send us the style you are considering and the size you normally wear. We will tell you which fit and size is most likely to work.