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F.A.Q.

My Account

Your "My Account" area allows you to keep your personal information up to date, view the details of your orders, track deliveries, print your invoices and fill in your return and withdrawal forms online.

How do I find/change my password?

If you can't remember your password, please click on "Forgot your password" when you are on the login page. Please enter your email address in order to receive a link to reset your password by email. To change your password, simply go to the "My personal information" section when you are logged in to your account and click on "Change my password", then enter your old and new passwords in the dedicated space.

How do I create my account?

You must:

1. Click on "my account".

2. On the identification page, enter your email address and a password

For your password to be valid, it must be a minimum of 8 characters including a capital letter and a special character

3. Click on "I create my account" to complete your account

You will receive an email confirming the creation of your account. Your identifiers are necessary to identify yourself and place an order in complete security on our e-shop.

How do I log in to my account?

You must:

1. Click on "My account".

2. On the login page, enter your email address and password

3. If you do not voluntarily log out of your session, you will remain logged in.

How do I change my personal information (password, delivery address, etc.)?

You must log in to your account and click on "My personal information" to

- change your email address

- change your password

- update your personal data

To change your delivery and/or billing addresses, you must click on "My address book", select the address in question and click on "Edit".

Products

What should I do if my product has a defect?

We invite you to contact our Customer Service by e-mail at contact@newlab-brand.com, enclosing if possible a photo of the item in question with a note explaining the defect.

We will make an initial assessment with our Quality Department and then we will contact you to give you the procedure to follow.

If I have lost a button, can you get me a replacement?

We will try to accommodate your request as much as possible. Please do not hesitate to contact our Customer Service by email: contact@newlab-brand.com

How can I find out the composition and care instructions of an item?

You can consult the composition and care instructions in each product sheet. Please note that if you do not respect these instructions, we will not be able to accept any request for exchange, credit or refund.

Orders

What should I do if I have not received the confirmation email (registration, order, etc.)?

We invite you, first of all, to check your inbox for unwanted mail and spam. If you cannot find the confirmation email, you can check if the order appears in your account. If you need to contact our Customer Service, please go to the Contact Page

Is it possible to modify or cancel my order?

Once validated, your order cannot be modified or cancelled. Please check it before proceeding to the secure payment. By clicking on "pay my order", you accept without reservation the Newlab Terms and Conditions of Sale. We cannot add items to an order that has already been paid for.

What if I can't add an item to my basket?

Check that the item you want is still available: if the size is written in light grey, it means that this size is no longer available, so you cannot add the item to your basket.

Payment
When is my bank account debited?
Your bank card or Paypal account is debited as soon as your order is confirmed.

What payment methods are available?
You can pay by credit card, Visa, Mastercard or American Express. You can save one or more card numbers to be able to use them for a next purchase by simply entering your cryptogram. Newlab also offers you the possibility to pay with Paypal, a secure payment method, which allows you to make online payments without having to enter your credit card number. An email address and your Paypal password are enough.

Is the online payment secure?
The security of the transactions is ensured by Monetico, the European leader in internet payments, which allows you to buy in complete security through secure connections (https). The payment is secure, your bank details are encrypted thanks to the SSL protocol. We do not have access at any time to your bank details which are not stored on our site.

Newsletters
How do I unsubscribe from newsletters?
You need to log in to your account and click on "My personal information", then uncheck the Newsletter subscription box to unsubscribe. You can also use the unsubscribe link at the bottom of our newsletters. This unsubscription is effective immediately. You will no longer receive any emails from us from this date onwards, including invitations to private sales.

How do I subscribe to our Newsletters?
Simply enter your e-mail address in the "Newsletter" box or tick the box to subscribe to the newsletter in the "My personal information" section. As soon as you have an account, you will receive all our communications by email informing you of new products, private sales...

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