Below you'll find answers to the questions we hear most often about New Quarter London, our products and our service across the UK. Can't find what you're looking for? Our customer service team is happy to help.
1. Do you ship across the UK?
Yes. We currently ship within the United Kingdom only, with free delivery to homes and businesses across the country. Please double-check your delivery details at checkout to avoid any delays.
2. How long does delivery take?
We process orders within 2–3 business days, and delivery takes a further 4–9 business days – around 6–12 business days in total. These are estimates and can vary depending on your location and the carrier.
3. Is shipping really free?
Yes. Every UK order ships free, with no minimum spend and no extra delivery charges at checkout.
4. Can I return an item if I change my mind?
Yes. You can request a return within 30 days of delivery – this also applies to sale items – as long as the item is unworn, unused and in its original packaging with the tags attached. The cost of sending the return back to us is paid by the customer, unless the item is faulty, damaged or not what you ordered. You also have a statutory 14-day right to cancel under UK law. Full details are in our Return & Refund Policy.
5. How long do refunds take?
Once your return has arrived and been approved, we refund your original payment method within 10 business days, and never later than 14 days after we receive the item. Your bank or card provider may need a little longer to show the refund on your statement.
6. What should I do if my order arrives damaged or faulty?
Please contact us within 48 hours of delivery with your order number and clear photos of the issue. We'll cover the return costs and offer a repair, replacement or refund in line with UK consumer law.
7. Are your products covered by a guarantee?
Yes. Everything we sell is covered by your statutory rights under the UK Consumer Rights Act 2015: goods must match their description, be of satisfactory quality and be fit for purpose. This covers faults present at delivery, but not damage caused by misuse.
8. Which payment methods do you accept?
We accept Visa, Mastercard, Maestro, American Express and UnionPay, as well as Apple Pay, Google Pay, Shop Pay and Klarna. The options available to you are always shown at checkout. All prices are shown in GBP. See our Payment Policy for details.
9. Is my payment information secure?
Yes. All payments are processed by trusted payment providers over encrypted connections. We never store your full card details.
10. How can I contact customer service?
Email us at support@nqlondon.com or use the form on our contact page. Our team is available Monday to Friday, 9:00 AM – 5:00 PM (GMT), and usually replies within 24 hours on business days.
Contact
Store name: New Quarter London
Company name: Matraktief
Company registration number: 71901965
VAT number: NL001939118B57
Registered address: Meesterslaan 38, Westerbroek, Groningen, 9608 PS, Netherlands
Warehouse address: International Rail Freight Terminal, Shenley Drive, Crick, Daventry 10, NN6 7EB, United Kingdom
Email: support@nqlondon.com
Phone: +44 845 1543890
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT). Saturday and Sunday: closed.
We usually reply within 24 hours on business days.