FAQ

We deliver in 3-6 business days after you have placed your order with us. 

During holiday or promotional periods (such as Black Friday and Cyber Monday) delivery times can be impacted resulting in delayed shipments. This is due to significant increases in order volume.

Yes, once your order has been dispatched, you will receive an e-mail from us containing your invoice and tracking number.

If you haven't received your parcel 6 working days after placing your order, it may be due to delays with DHL or our warehouse being unusually busy. Please contact us so we can ensure you receive your parcel as quickly as possible. Please note: Longer delivery times during certain campaigns, such as sales and Black Friday, may occur.

Unfortunately, we cannot make changes to your order or address information once the order has been placed, since our order processes run automatically. In case you regret the content of your order, you can deny receiving it and it will be returned to our warehouse and refunded. In case you accidently made an error in the address information, it might be returned to us depending on the type of error. In that case, your order will be refunded.

Please check your e-mail spam filter first. In case you don't find your order confirmation here, there is a risk that your order hasn't been properly registered. Please contact our customer service to confirm that your order has been accepted. Your payment will not be charged until we dispatch your order.

Unfortunately, we are not able to offer an exchange service. Instead, your order will be refunded and you can place a new order. Items purchased at sale or with a discount code can only be re-ordered with the same offer if the offer prices are still valid.

HOW MUCH TIME DO I HAVE FOR RETURNS? 

You have a 30-day right to cancel when you shop on the Website. This right to cancel starts from the date on which you receive the item(s). If this deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve or New Year's Eve, the deadline will be extended to the following working day. 

Please note that any items or gift returns will be refunded to the same payment method used when placing the order.

HOW TO MAKE A RETURN

1. Download your return label

Please use the return label enclosed in the parcel. If it's missing please contact our customer service.

2. Prepare the package

Pack the item(s) carefully place the printed label on the parcel. Make sure it is clearly visible and that address and barcodes are not covered. If you have several returns, these should be sent separately as refunds cannot be combined.

3. Return your package

Drop of the package at your nearest post office and send it to the address provided on the printed label. You will not have to pay postage for this parcel. Remember to obtain and keep a receipt for delivery of the parcel.

Unfortunately, it is not possible to place an order on an item with a reduced price if the offer has expired. Instead, we recommend that your order the item in both sizes if you're about which one fits you the best and wants to make use of the discount. Afterward, you can always make use of your return rights.

Once your return has been registered in our warehouse, we will process your return and refund your money as quickly as possible. Please note that it can take up to 14 days from the time we receive your package until your money is refunded to your account.

The refunded amount will always be transferred to the same payment card used for the purchase. You will receive an email as soon as your return has been processed. How long it takes for your account to be credited depends on your bank and what payment method you used when ordering. Note that refunds to Mastercard credit card take longer, often up to current month + the next month until your refund is visible on your bank statement. 

Please try another browser - preferably Google Chrome, Safari or Mozilla Firefox. If this doesn't help, there might be a technical error and we would love to hear from you in order for us to solve the problem and help you complete your order.

Unfortunately, we can not refund the difference. Instead, we ask you to please return your order and place a new one.

If you have a discount code, you can redeem it by going to the shopping cart in the upper right corner. In the right side under the box with images of payment solutions, you will find the field PROMOTION CODE. Click on this, paste in your code and click ‘Apply’. Your discount is now activated.

Unfortunately, we are not able to offer gift certificates for use in the Newline HALO online shop. But if you are looking for a present, remember that the recipient is welcome to return it. Just keep the return label and the confirmation of shipment as these will be required for return.

No, unless specifically stated, discount codes cannot be used on reduced items.

No, unfortunately, you cannot use a discount code if your purchase has already been completed. All the orders are handled as quickly as possible after completion and for this reason it is not possible to use a discount code on an order that has already been completed.

Please note that the discount codes are case sensitive and no spacing must be used. If you have received a discount code by e-mail, we recommend you to copy-paste this into the discount code field to avoid typing errors and similar. 

Moreover, there may be particular conditions and/or requirements set for your discount code. Check to see if the discount code can be used with the items that you have in your basket. The conditions will be set out in the e-mail you received containing the discount code.

If you are still experiencing problems, please feel free to contact our customer service. 

The discount code is to be entered at check-out before you complete your purchase. There will be a box where you can type in or paste in your discount code. Please be aware that it is case sensitive and there must be no spaces.

It depends on which type of discount code you have used. If you have made a purchase using a percentage discount (e.g. 10%), you will get the purchase amount refunded to your payment card and we will not issue a new discount code. If you have purchased using a fixed sum (e.g 20 GBP) as a discount, please contact customer services if wish to return one or more items from the order.

No, it is not possible to combine discount codes. You can only use one discount code per order.

Have a question or looking for additional information? Please do not hesitate to get in touch using the contact form, via email: support@newlinehalo.com or by phone: +45 88 70 49 60.