Shipping & Returns

 

New England Outerwear Refund Policy: Updated 4/3/17

Due to the Custom nature of our products we do not accept returns for refunds on any Made To Order product. We do however allow exchanges for different sizes and/or models. If the item you have ordered was in stock when you ordered we allow returns within 7 days, but if the reason for return is a sizing issue or something along the lines of not liking the color it would be rad if you would exchange for something else. Because you know...

Exchanges

Our policy is to allow 7 days for you to contact us and notify us of your plan to exchange product. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund, except in certain circumstances. We will ALWAYS strive to provide you with a pair you can wear, it does us much more good to have you happy and representing our product then angry and selling on Ebay. Please contact us for details. We are just a couple people who would like nothing more than you to be happy. 

To be eligible for an exchange due to the above conditions, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will often request you to wear your footwear around the house to try and achieve stretching, if you are working through this with us please just remember to wear indoors and not outside. Shoes will be inspected once received and you will be notified of any issues or rejections we come across.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase. If returning via courrier please complete the below form and fill in all information as complete as possible 

https://app.smartsheet.com/b/form?EQBCT=6d3642e924f3470aa249ab9805d1f313

Please do not send your purchase anywhere else before confirming returns with us. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. If it is rejected, you will obviously be sent back the pair. This has never happened, but we have to put it in there just incase. 

If you are approved, then your exchange will be processed or if requested store credit will be given. 

Late or missing refunds (if applicable)

If you haven’t received a return confirmation please send an email to us within one week. 

If you’ve done all of this and you still have not received your refund yet, please contact us at

info@newenglandouterwear.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@newenglandouterwear.com and we will provide return address information. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will learn of this after the return. 

Shipping

New England Outerwear Shipping Policy & Information

All shipping is to be payable at the time of order on all orders. At times free shipping may be offered in a blanket format (by country or product) and this will be honored as long as New England Outerwear Co deems it fit to do so. . 

Costs

Shipping is calculated as a flat rate to make purchases easier for our customers. In some cases the shipping amounts charged are not as high as what we pay, but we enabled this flat rate system to make ordering easier and more transparent. Our shipping charges are nonnegotiable and cannot be altered for anyone, in any way. We do not accept any other carriers than those used by New England Outerwear Co, those being mainly USPS and FedEx. No shipments ordered from newenglandouterwear.com will be sent collect or 3rd party collect, under any circumstances. No refunds on shipping will be given on any returns or misrouted items. It is the responsibility of the customer to ensure that the "ship to" information they are entering is accurate. It should be noted that all shipments sent direct to consumer are sent FOB factory, and once it leaves our facility the consignee assumes all risks. Any claim for loss or damage must be made direct with the carrier by the buyer, or in some cases you may contact us to make claim arrangements

Duties and Taxes

All duties and taxes are the responsibility of the customer/consignee/importer in his/her home country. These can be expensive and we recommend strongly researching the duty rates and tax structure to know what you will be paying once the shoes are cleared through the Customs agency of your country. For the most part the HTS numbers of our footwear lie in chapter 6403 (6403.91 & 6403.99). Knowing this will help you to research duties directly with your home Customs agency. New England Outerwear Co will never, in any way devalue, deceive, or alter the invoice value of an export shipment leaving the United States. Doing so could hold great risk for our company from a compliance perspective here in the US as well as our ability to do business internationally. This also could put our customers at risk for fines and even jail time in some extreme cases. 

Return Shipping

To return your product, you should mail your product to: 3 Granite St, Rockport, Massachusetts, US, 01966

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

All international exchanges that are sent back will be marked as such so that the customer should be exempt from paying duties and taxes once again on their product. But we cannot control what the importing country will do once clearing through customs and hold no responsibility for any charges or fees that arise from return transactions.  

Again it should be noted that due to the Custom nature of our products we do not accept returns for refunds. We do however allow exchanges for different sizes and/or models. 

To return your product, you must email info@newenglandouterwear.com and request a return authorization number. Once that is given, the return address will also be provided. Any items shipped back without a Return Authorization from a member of the NEOC team will be refused delivery and all liability will remain on the shipper. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service and/or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.