Refund policy

Thank you for your purchase. We hope you are happy with it. However, if you are not completely satisfied for any reason, you can return it within 14 days of delivery. Exchanging or returning can be done quickly and easily by contacting support@newcanaan.shop.

Return period

We use a return period of 14 days, during which you may return your package without giving a reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.

Return conditions

All items must be returned to us unworn and unwashed, in a condition suitable for resale, with the tags still attached. Shipping costs are not refundable. The costs of returning products are borne by the customer, unless the product is defective. If the item is defective, we will refund the shipping costs for its return.

Return address

Please contact support@newcanaan.shop before sending a return, so we can register it and give you instructions.

Returns should be sent to:
New Canaan Returns
1 Muller Ave
Norwalk, CT 06851
United States

What are my refund options?

Refund to gift card: get your refund faster, with a bonus. Opt for a gift card and enjoy 15% extra value. This is the fastest way to receive your refund. Once your return has been processed, the refund to a digital gift card typically takes 2–3 business days. You will receive an email with the gift card details, which are valid for 12 months.
Refund to original payment method: if you choose to receive your refund via your original payment method, it usually takes 7–10 business days. After your return reaches us, we process it within 10 working days. You can track your return using the tracking information provided with your shipment. Once the refund is issued you will receive an email notification. Please note it may take up to 3 days for the refund to appear in your bank account.

Exchanges

Exchanges are subject to product availability. If the item you wish to exchange is out of stock, our customer care team will notify you and ask what other item you would like to receive. The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Damaged or defective items

If you receive a damaged or defective item, please contact us immediately for assistance. Our team will assess your request and opt for the best solution.

Is there anything I can’t return?

Certain sale items are marked as Final Sale and are not eligible for refund or exchange.
Items that have exceeded the 14-day return window.

Items returned worn or damaged, where this was not disclosed to our customer support team beforehand, will not be accepted for refund. We will contact you to arrange the return of the item to you, at your own cost.

Return costs

Returns are at your own cost, depending on the courier and the country you return your package from.

Please note that we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. Please keep proof of shipment until your order has been returned to us. We are not able to cover any issue where you cannot provide a track & trace or proof of shipment.

Return processing time

If you indicate that you would like to exchange a product when you register your return, we will get to work on this immediately, so that your exchange is completed within a few days.

We do our best to process returns as quickly as possible. After receiving your return we process it within 10 working days. Your track and trace shows when the package has arrived with us, and the 10 working days start from then. Once the refund has been made you will receive a message about it. Please note it can take up to 7 days before the refund is visible on your bank account. If more than 17 business days have passed since we approved your return, please contact us at support@newcanaan.shop.