On each product page of our e-shop, you will find a link called ‘SIZE GUIDE’. Click on that link to reveal a size guide and determine your recommended size.

Can I change or cancel my order?
We do not guarantee that a change or a cancellation can be made. We work around the clock in order to ensure the quickest delivery.

Please send us a mail to contact@newlab-brand.com immediately in case you need to modify your order so we can check the status of your order and modify it if possible. Unfortunately, once your order is dispatched from our warehouse, it cannot be modified or cancelled from our side.

We provide all the information regadarding shipment tracking. In case you need a change on the delivery address or date please contact directly the carrier through the links provided on the shipment confirmation email.

I have not received an order confirmation.
It can take up to two hours to receive the confirmation email after you place your order —check your spam inbox just in case it went there! If the payment has been processed but you still haven’t received a confirmation after these two hours, Please send us a mail to contact@newlab-brand.com

What is the current status of my order?
You will receive a confirmation email after placing your order. We will then start to arrange it, it usually takes 24 h. As soon as your order leaves our warehouse, you will receive another email with your tracking number. Use this information to track your package until its delivery.

*Orders placed on Friday will be arranged on Monday.

I have ordered several items and one is out of stock or in pre order. When will I receive it?
In the event that the order contains more than one product and one of them is out of stock or in pre-order, the products will be shipped together when the item is back in stock.

When will I receive my tracking number?
Every time a package is sent, the courier service notifies the shipping state by email. Check your spam inbox 24 h after you have placed your order in case you have not received any email yet.

*For orders placed on Friday, you will receive your tracking number on Monday or Tuesday.

What if my products are damaged?
NEWLAB guarantees that all products we manufacture and sell on our website are free from defects of workmanship. If one of our products is not in perfect conditions, please send us an email to contact@newlab-brand.com

What happens if I am not present at the time of delivery?

A delivery notice will be left in your letterbox so that you can collect your parcel from your post office or from a Chronopost relay for France. On this delivery notice, a link will be provided to allow you to choose a new date/address. Otherwise, with or without a delivery notice, you can go directly to your post office or to the Chronopost relay indicated for France with the tracking number and your ID.

Please note: after a period of 10 days your order will be returned to our warehouse and you will be contacted by our Customer Service.

How do I track my package?

In the order confirmation email, you have a tracking number and a link that redirects you to the carrier's website to locate your package. You can also track your order directly on your account in the "My Orders" section. By clicking on the corresponding order number, you will directly access the tracking number of the carrier.

Is there a charge for delivery?

For all orders of 80€ or more, delivery is free. For orders below this amount, you will be charged :

- 6 € TTC for a Colissimo delivery in France

What are the delivery times?

For France, the Colissimo delivery is carried out, after dispatch, within 2 to 5 working days (Monday to Saturday excluding public holidays).

Deliveries outside France are handled by Colissimo International (except for the United Kingdom). This service guarantees delivery within 8 to 10 working days (Monday to Saturday excluding public holidays) from the date of dispatch.

What are the delivery methods?

You can choose between standard delivery with Colissimo for deliveries in France and abroad or express delivery with Chronopost for France only.

What are the delivery zones?

EUROPE - Zone 1 & 2: France, Monaco, Belgium, Spain, Germany, Ireland, Italy, Luxembourg, Netherlands, Portugal, United Kingdom

EUROPE - Zone 3 : Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Latvia, Lithuania, Poland, Romania, Czech Republic, Slovakia, Slovenia, Sweden

EUROPE - Zone 4: Cyprus, Croatia, Iceland, Malta, Norway

LARGE EXPORT - Zone 5: Austria, Switzerland, Australia, Canada, China, South Korea, USA, Hong Kong, Israel, Japan, Singapore

For Zone 1, 2, 3, 4: Free shipping

For LARGE EXPORT - Zone 5: 30 Euros excl.

You can also contact us directly by e-mail: contact@newlab-brand.com to find a solution adapted to your country of residence.

The return costs are at the customer's expense.

Products must be returned in their original condition. Products that are returned incomplete, damaged, worn or soiled will not be accepted.

How to make a return?

To make a return, please follow the steps below:

Download the form by clicking here

Print the form and fill it in, specifying the reason and the quantity of items to be returned

Put the form in your parcel - the return address is written on it

You have a legal period of 30 days maximum from the day of dispatch of your parcel to return your products. Only products in their original condition (packaging + unworn, untouched, unwashed product...) will be refunded. Otherwise, the package will be made available to the customer for reshipment at the customer's expense.

Download the form by clicking here

Print the form and fill it in, specifying the reason and the quantity of items to be returned

Put the form in your parcel - the return address is written on it

You have a legal period of 30 days maximum from the day of dispatch of your parcel to return your products. Only products in their original condition (packaging + unworn, untouched, unwashed product...) will be refunded. Otherwise, the package will be made available to the customer for reshipment at the customer's expense.

How will I receive my refund?

Once your package has been received by our warehouse, you will receive your refund within 15 days directly to the account associated with the payment card used at the time of purchase.

Is it possible to make an exchange?

Unfortunately, it is not yet possible to make an exchange directly. If you wish to change your size, you must return the item and place a new order.