frequently | ASKED [ QUESTIONS ]

- We offer delivery options including Standard Delivery and Express Delivery. Standard Delivery will cost £3.99 and Express Delivery will cost £5.99

- We also ship worldwide in selected countries. Europe Group A is £30.00, Europe Group B is £35.00 and International Delivery is £40.00 - all of these will be tracked and will require a signature upon delivery.

- A signature is requested upon express delivery, for safety of our own and our customers' mind. If you are unavailable to accept the parcel, then the courier may leave your parcel with a neighbour if they feel it is safe to do so. If a parcel cannot be delivered or left with a neighbour, then the parcel will be returned to the local depot. A calling card will be posted through a letterbox updating you on your delivery situation.

- Our couriers deliver Monday - Friday. Please note, weekends and Bank Holidays are not classed as working days. Standard delivery takes 3 - 5 business days, express delivery takes 1 - 3 business days, Europe Group A and B takes 5 - 7 business days and International shipping takes 5 - 21 business days.

- Please note International customers are responsible for covering the costs and handling with customs. Once a parcel has been shipped, it is no longer the responsibility of New Future Horizon.

- New Future Horizon offers a 14-day returns policy starting from the date in which an order has been received by the customer.

- All returned items must be in the exact same condition as of when they were purchased and must have all swing tags still attached. We ask you to please be respectful of these conditions.

- Customers are required to cover the costs of all shipping back to us.

- Please be aware, New Future Horizon will not be held responsible for the return of goods due to unpaid custom fees and refunds will not be issued as a result of this.

- To begin the process of returning an item, please email newfuturehorizon21@gmail.com explaining your reason for returning and send us over some details (name, order number and tracking number) here we can also discuss alternative options for returning an item should our option not be possible.

- Once a return is approved by us, you will be sent an address in which to return your goods to. Once an item has been safely returned to us, we will then begin the refund process.

- Please pack the item(s) you are returning neatly and securely, and return them to us. Please also make a note of your name and order number and include it inside your returns package. We recommend obtaining proof of postage. The post office will usually issue you with a receipt, please keep a hold of this as proof of postage - we may require you to show us this before we refund you the amount owed or exchange an item for you should we not receive the item. Note, we are not responsible for parcels lost or damaged in transit, it is the responsibility of the sender.

- Here at New Future Horizon we like to keep our standards high and hope our customers never receive a faulty or damaged item. However, in the rare event that you do, please contact us over on newfuturehorizon21@gmail.com and quote your name and order number (in the subject box) and a brief description of the fault, a photo too would be great but is not essential.

- We will aim to get back to you within 48hrs and discuss your options further and we will either offer a full refund or a replacement item.

- Once we have received your returned order in an acceptable condition with swing tags still attached (unless returning a faulty item, then please see returning a faulty or damaged item) please allow up to 14 working days for the refund to be present in your account.

- All of our codes are tested prior to ensure there are no errors.

- Discount codes can only be applied to non-sale items and can only be used once per order and per customer.

- If the previous step is adhered to correctly and an error still persists, please email us over on newfuturehorizon21@gmail.com and we will look into it further and will aim to get back to you within 48hrs with a solution.

- As a team of only the two of us, please be patient when waiting on a reply from us. We will do our upmost best to get back to you within 48hrs.

- Over weekends and on Bank Holidays, please allow for an extended amount of time waiting on a reply from us. Our customers mean a lot to us and your query is important, we will get back to you as quickly as possible.

- Please be sure to also check your junk folder as our emails may end up there (believe us when we say we hate that as much as you do).

- Please avoid sending multiple emails in regards to the same query as this may delay our response time to you and we want to satisfy our customers as quickly as we can.

- All orders will be sent with tracking and will require a signature, this will ensure both our own and our customers' safety of mind. Please see our delivery section for more information.

- Orders placed after 4pm on Friday will not be dispatched until Monday.

- We will send your tracking number in an email so please keep an eye out for it, this will provide evidence of where your order is. If on the rare occasion your order is lost, please email us on newfuturehorizon21@gmail.com stating your name, order number and tracking number to discuss your options further.