Luna Cord

SHIPPING TIME

We provide free shipping to all countries available. You will receive a tracking code in your email when your order has been shipped out from one of our warehouses worldwide. The warehouse country depends on your location.

Please rest assured, taxes and duties are already covered and paid by NEW STATEMENT. Orders are usually dispatched within 1–2 business days; during peak times this can take a little longer.

Please note: We currently do not ship to P.O. Boxes. Orders with a P.O. Box address may get cancelled.

The estimated delivery time:

*Business days are Monday to Friday, excluding local public holidays. Delivery time starts from the day your order is dispatched, not the day you place it. Customs clearance can add a few days to some orders, and during busy periods fulfilment may take slightly longer.

RIGHT OF WITHDRAWAL (EU CUSTOMERS) — 14 DAYS

If you are a consumer residing in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, you must submit your withdrawal request through our online withdrawal button below. This is the only valid way to exercise your statutory right of withdrawal — it is not necessary, and not sufficient, to email us instead.

Withdrawal Form

As soon as we receive your withdrawal request, you will automatically receive a confirmation email stating the date and time we received it. This confirmation only confirms receipt of your request — it does not yet confirm that a return shipment, exchange, or refund has been approved.

After we have checked that your request falls within the 14-day period and matches a valid order, our team will send you a follow-up email with the return address, a return form, and further instructions. You do not need to request the return address yourself; we will send it to you.

Return shipping costs after withdrawal are the responsibility of the customer, unless stated otherwise at checkout. We strongly recommend using a tracked shipping service, as you remain responsible for the shipment until it reaches our return address.

Items must be returned unused, unworn, undamaged, and in their original packaging. We reserve the right to refuse returns that do not comply with this condition, in line with applicable consumer protection law.

Our return address is located in The Netherlands and will be provided after your withdrawal request is confirmed as valid.

REFUNDS AND PROCESSING TIME

Always include the return form in your parcel. Without it we cannot match your package to your order, which delays your refund. You will receive the form by email together with the return address.

Once your parcel reaches our return address, we process your return within 7 business days. Refunds go back to the original payment method used for the order. Depending on your bank it can take a further 3–5 business days before the amount appears on your statement.

EXCHANGES (NOT PART OF THE LEGAL WITHDRAWAL RIGHT)

If you would like a different model, color, or size and are not exercising your legal right of withdrawal above, you can simply place a new order through our website. To return the original item in that case, please contact us at support@new-statement.com so we can assist you with the return process.

CANCELLING ORDER / WRONG ADDRESS

Orders can only be cancelled or changed within 5 hours of ordering. We cannot extend this due to the automatic processing with our supplier. Please send an email as soon as possible to support@new-statement.com.

This 5-hour cancellation window is a service we offer in addition to, and separate from, your statutory 14-day right of withdrawal above. If you miss this window, you can still exercise your right of withdrawal once you have received your order.

DELAYED OR MISSING ORDERS

If your tracking has not updated for more than 10 business days, or your order has not arrived within the estimated delivery time above, email us at support@new-statement.com with your order number. We will trace the shipment with the carrier and sort it out for you.

TAXES / DUTIES

Please rest assured, taxes and duties are already covered and paid by NEW STATEMENT.

If you have any question you can always contact us at support@new-statement.com