Shipping policy
This policy explains in plain language how New Express confirms, prepares, tracks and delivers purchases made directly from our store, including orders dispatched by an overseas supplier.
Updated 29 October 2026
1. When this policy applies
This policy applies to products sold and paid for directly on New Express. In those transactions, New Express is the seller shown at checkout and remains responsible for customer support even when a supplier dispatches the item.
If an offer is clearly identified as an affiliate or partner offer and payment takes place on another website, that partner's delivery terms apply. The product page will explain this before you leave New Express.
2. Order confirmation and processing
Preparation starts after payment confirmation, security checks and item availability. The timeframe shown on the product page, at checkout or in the order confirmation is the estimate for that purchase and may include processing and transit time.
If an item becomes unavailable or cannot be dispatched within the promised timeframe, we will contact you with a revised date or the option to cancel for a full refund, as appropriate and required by law. We will not substitute another product without your agreement.
3. Supplier fulfilment and split parcels
To fulfil orders efficiently, an external supplier or sourcing platform may ship directly to the address in your order. The parcel may show the logistics details of the party that dispatched it.
Items from one order may leave different locations, have separate tracking numbers and arrive on different days. This does not create an extra product or shipping charge beyond the total confirmed at checkout.
4. Estimated delivery time
Delivery times are estimates based on the item, destination, availability, supplier, transport service and carrier information. Business or calendar days are used as stated in the offer or order confirmation.
An estimate does not remove your rights if an order is delayed or not delivered. Whenever we become aware of a material change, we will seek to update the order or contact you with the available options.
5. Tracking and proof of delivery
Where tracking is available, the number will be linked to your order as soon as it is issued. The first scan can take a few days to appear, and carriers may update movements at different intervals.
A “delivered” scan will be considered with the other delivery information. If you cannot find the parcel, check your reception area, mailbox, authorised recipients and neighbours, then contact us so that we can open the appropriate investigation.
6. Address details and delivery attempts
Before paying, check the recipient's name, phone number, email, complete address and any tax or identity number required at destination. Tell us immediately if you spot an error; once dispatched, an amendment may no longer be technically possible.
If a parcel is returned because of an incorrect address, prolonged absence, refusal or a missed carrier or customs request, we will contact you about reshipment or refund. Actual costs will be deducted only where clearly disclosed, lawful and not caused by New Express.
7. Customs, duties and import charges
International orders can be inspected and may incur VAT, import tax, customs duty or clearance charges. Where applicable, checkout will state whether these amounts are included and collected in advance or may be collected by the authority or carrier before delivery.
New Express will collect at checkout any tax that the seller is legally required to collect in advance. We will not mark a commercial sale as a gift or use an artificially low value. Customs may request additional information and extend the timeframe without the parcel necessarily being lost.
8. Delays outside reasonable control
Customs, severe weather, industrial action, holidays, peak demand, conflict, public-health emergencies, transport restrictions or a carrier failure can affect the route. New Express will still monitor the order and communicate information it can verify.
If we cannot meet a promised dispatch date, we will provide a revised estimate and, where required or appropriate, the choice to wait or cancel for a refund. A temporary gap in tracking does not automatically cancel the order.
9. Lost, damaged or undelivered orders
Contact us as soon as you notice a problem and provide the order number and any useful details. We may confirm the address, consult the carrier and supplier, and request a simple statement or reasonable evidence to complete the investigation.
If loss or non-delivery is confirmed, we will offer replacement or refund according to availability and your rights. A damaged, incorrect, faulty or materially different item is also covered by the Returns, exchanges and refunds policy.
Need help with a delivery?
Email us at the address below and include your order number. New Express will follow up with the supplier and carrier; you do not need to contact external suppliers or carriers yourself.
New Express · admnew@newexpress.shop