FAQs

FAQS

Orders

How do I track my order?

You will receive an email with a tracking number once your product has been sent. Byclicking here and filling out your tracking number, you will see the status of your orders.

Can I cancel or change my order?

If your order has not yet been shipped from our warehouse, please Contact Us as soon as possible to help. However, after your order has been dispatched, we are unable to change or cancel it.

Why was my order cancelled?

If this situation happens, the item you bought is probably out of stock. When your order is cancelled, you will receive an email to be notified. Sorry for the inconvenience if this happens.

Payment & Refunds

What types of payments do you accept?

We accept Credit/Debit cards, including Visa, Master, AMEX, Diners Club, JCB and Discover.
PayPal, Klarna, Afterpay, Apple Pay and Google Pay are all supported.
For Afterpay, shop now and pay later with interest-free is available.
We also accept other local payments, including RuPay, Hypercard, Trustly, Paysera, etc.
If you have any questions related to payment, feel free to Contact Us

Which currencies do you support?

The prices on our website are in US dollars by default. If you're using Desktop, you can change the currency to your preference in the right corner of the header. If you're using Mobile, you can click the category list button in the left corner of the header, and scroll down to the bottom. The actual transaction will be done in USD based on daily currency exchange.

What can you do if your payment is rejected by the issuing bank when you are paying via credit card？
1. Try to pay agian.
2. Contact the issuing bank and ask for acceptance of your payment.
3. Pay with another card

How long does a refund take to process?

Refunds will be made to your original payment method, usually taking up to 10 business days. If you want to know more about refund information, please contact our Customer Service Team

Shipping

What shipping methods are available, and how much does it cost?

We offer free standard shipping to most countries.

We also offer a fast shipping method. However, it would cost extra money for customers. For detailed cost information, please check our Shipping Information.

Do you ship internationally?

Yes. We ship to most countries in the world. You can check the list on our Shipping page. If you can't find your country on the shipping page, kindly drop us an email and we'll do our best to get your country covered in the near future.

How long will it take to receive my order?

For free standard shipping, it usually takes about 7-15 days to deliver. For express (fast) shipping, it usually takes about 5-10 days to deliver.
Processing time typically takes between 1-5 business days. Orders placed on weekends or holidays will be processed after the next 1-2 business days.
The shipping time is estimated and commences from the date of shipping, rather than the date of placing your order. It may take longer than the expected date due to an invalid address, customs clearance procedures, or other causes.
Please check our Shipping Information to see how many days your items take for delivery as different international destinations have different delivery times.

How do I change my address once an order has been placed?

Once the items are shipped, the address cannot be changed. If your order hasn't been shipped out, please contact Customer Service immediately to change your address before the shipment.

Do I need to pay any import tax?

Customs policies and import duties depend on the local policy of the country. NEWBELLA can not fully be held responsible for any import tax that may occur.

Where do you ship your product from？

For US customers, we ship directly from our nearest factory. We are planning to have local warehouses in Europe and other countries soon. Therefore, reducing shipping time and air pollution will not be far away.

Return & Exchanges

What are your return and exchange policies?

You may refund or exchange your item(s) within 30 days of delivery. After 30 days from delivery, no returns will be accepted.
Please make sure the product is unworn, undamaged, unused, with all tags attached and has the original receipt and packaging.
Returns are free if the product you received is wrong or defective, otherwise, shipping charges will be borne by you.
For more details, please check our Return & Exchange Policy

How do I make a return?

Step 1: Contact our service team to submit a request via email.
Step 2: Our support team will follow up with your return request.
Step 3: Prepare your package.
Step 4: Deliver your package.

How long does a refund take to process?

Refunds will be made to your original method of payment, and usually take up to 10 business days. If you want to know more about refund information, please contact our Customer Service Team.

Do you offer free shipping on returns?

It depends on what types of returns you make. Returns are free if the product you received is wrong or defective, otherwise, shipping charges are likely to be borne by you. For more information, please check our Return & Exchange Policy.

A partial refund is negotiable if there is a minor and acceptable issue and you are willing to keep the product. If you're still not sure, please contact our Customer Service Team.

Sizing & Fit

How to choose a size?

We have a Size Chart guide on every product page to assist you in finding your correct size. By clicking the Size Chart on the product information page (See the picture below), you will get to know what size is the best fit for you.

Some shoes might fit differently, which depends on different shoe styles and customers' foot shapes.
For shoes that don't have half sizes, and if you're in between sizes, we recommend you size up!
For different foot shapes, please refer to below:

For the normal foot shape, we suggest choosing the normal size.
For the bunion shape, we suggest ordering one size up.
For the morton's toe, we suggest ordering one size up.
For the wide shape, we suggest ordering one size up.
For the narrow shape, we suggest ordering one size down.
For the high arch shape, we suggest ordering one size up.

Still not sure? Feel free to reach out to our Customer Service Team or look at the Size Chart on every product information page.