FAQ

Here you can find answers to the most frequently asked questions.

WHERE IS MY ORDER?

To see how long delivery should take, check below.

Once your order has shipped you can track the progress of the delivery by either: clicking on the tracking link within your shipping confirmation email; or login in to My Account to track the progress of your order

HOW DOES YOUR DELIVERY SERVICE WORK?

Our courier will deliver your items Monday through Friday to the delivery address you submitted when you placed the order. All deliveries must be signed upon receipt. However, you don't need to sign it personally. Somebody from the same address such as a family member, friend, receptionist or a neighbour can sign for your parcel.

Our courier will make at least two redelivery attempts. At each attempt our courier will leave you a card which provides you with details for re-delivery and also collection, if possible. The courier will typically keep a parcel for up to 7 days before returning it to sender as undelivered. Note that our courier also may deliver to your neighbour, where appropriate.

For standard shipping we always aim to deliver within the timeframes listed below:

COUNTRY DELIVERY LEAD TIME (WORKING DAYS)

Sweden within 1-2 days
Europe within 5-7
United States within 7-10 days
Rest of world wirhin 7-10 days

SHIPPING METHODS

We offer both standard and express shipping. You can choose express shipping during checkout Express shipping is carried out by DHL and usually delivers within 1-2 business days. Express shipping has a small extra cost.

HOW DO I SEARCH FOR A PRODUCT?

At the top navigation in the right corner, you can search what product you are looking for. When you have found what you were looking for, simply click "add to bag", and return to shopping or follow the screen instructions to fill in payment and delivery details.

HOW DO I PAY FOR MY ORDER?

There are a number of payment options to choose from:

VISA
MasterCard
American Express
Klarna Faktura (only Sweden)
Klarna Konto  (only Sweden)

All credit and debit cardholders are subject to validation and authorization by both the card issuer and us to maintain security and to prevent fraud.
Terms and conditions for Klarna, check here: https://klarna.com/sv/villkor or call Klara Customerservice: +46 (0)8 – 120 120 10

HOW SAFE IS IT TO PAY USING MY CREDIT CARD ON NEWPORTCOLLECTION.SE?

One of the payment methods on Newportcollection.se is credit card. When you are asked to give your credit card information you are on a encrypted page. The transaction will be implemented using DIBS payment exchange which is the Nordic leading payment exchange and are PCI certified. DIBS payment exchange is a listed company and are using the VISA and Mastercard developed 3D Secure link in its payment exchange. Newportcollection.se also got a SSL certificate that you as a customer will be safe knowing no other will get access to your information you use on our payment site. The short answer is that you as a customer dare give you credit card information is “Yes –on our payment site you can,but we don’t recommend sending your credit card information in an email Do you want to read more about what all these terms mean we link them here:
>> DIBS

HOW DO I CREATE AN ACCOUNT AND BECOME A MEMBER

Creating an account with us is simple and makes your future shopping visits easier. Click on "My account" displayed in the top of your screen and submit your details.

I HAVE JUST PLACED AN ORDER. CAN I CANCEL OR CHANGE IT?

Once your order has been confirmed, it is not currently possible for you to change it prior to dispatch.

You have an option to cancel but you need to be quick about it. Please contact Customer Service immediately, and they will do their best to fulfil your request. However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped. 
For additional information about cancelling your order. 

If your order has already shipped, you will need to return the order to us.

AN ITEM IS MISSING FROM MY ORDER

If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service. Let us know the reference number and the product code or product name of the item you wanted, and we will look into it.

We will usually be able to send you the item we missed, but on the rare occasion that is not possible, we will quickly refund the money you paid for it.

HOW DO I EXCHANGE OR RETURN ITEMS?

I WANT TO MAKE A REPURCHASE, WHAT DO I DO?

If you choose to return anything to us you are then responsible for the goods until it has been safely received by us. Make sure to wrap return items carefully and use the original packaging and ship it to Newport Collection AB, P.O. Box 90, 601 02 Norrköping, Sweden. The shipping cost will be payed by you. If you got any questions contact customer service.

I WANT TO MAKE AN EXCHANGE, WHAT DO I DO?

Newport Collection customers can exchange a product within 14 days of receiving it. Please clearly state your order number and indicate the product that you wish to exchange it for and ship it to Newport Collection AB, P.O. Box 90, 601 02 Norrköping, Sweden. We will reserve the new product for you for 14 days provided that you contact us at mailto:customerservice@newportcollection.se  The shipping cost will be payed by you.

I WANT TO MAKE RECLAIM A PURCHASE, WHAT DO I DO AND WHAT GUARANTEES DO I HAVE?

If possible take a picture on the problem and it will make it easier for us to handle your case. After you’ve done that send the picture in an e-mail to mailto:customerservice@newportcollection.se and explain what has happened and how you have used the products. When we get all this our reclaim purchases department will contact you for further information if necessary.

CUSTOMER SERVICE

Our aim is to offer you a professional and knowledgeable customer service that quickly gives you the answers to your questions. 

You can reach our customer service by:
Email: customerservice@newportcollection.se
Phone: +46 075-666 11 00

Mail
Newport Collection AB  (Reg. no. 556760-0118)
P.O. Box 90
601 02 Norrköping
Sweden

Org.nr: 556760-0118
EU-VAT-number: SE556760-011801

Our opening hours are, Monday to Friday 09:00–18.00. Our aim is to answer your e-mail as soon as possible, often the very same day except for weekends. Our maximum length of handling time is 48 hours.