Returns & Refunds
We want you to love what you ordered. If something isn't right, you have 30 days from the day your order is delivered to request a return.
Return conditions
- Items must be unworn, unused and unwashed, with all original tags attached.
- Items must be returned in their original packaging.
- Please include your order number or proof of purchase.
How to start a return
- Email us at support@nqlondon.com with your order number and the item(s) you would like to return.
- We will reply with the return address and instructions.
- Send the item(s) back using a tracked service. Please don't send anything back before contacting us – returns without an approved request can't be processed.
Return shipping costs
The cost of sending a return back to us is paid by the customer. We recommend a tracked service, as we can't be responsible for returns that are lost in transit.
If your item arrives faulty, damaged or is not what you ordered, we cover the return shipping costs – just contact us with your order number and a photo of the issue.
Your statutory right to cancel (UK)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, without giving a reason. To cancel, simply email us at support@nqlondon.com and return the item(s) within 14 days of telling us. Our 30-day return window is in addition to this statutory right. Within the statutory 14-day period we may deduct an amount for any reduction in value if the item has been handled more than necessary.
Faulty items
Your rights under the UK Consumer Rights Act 2015 are not affected. If an item is faulty, you are entitled to a repair, replacement or refund, and we cover the return costs.
Non-returnable items
Gift cards can't be returned. Sale items can be returned within 30 days, just like full-price items.
Exchanges
The quickest way to get a different size or colour is to return the original item and place a new order for the one you want.
Refunds
Once we have received and checked your return, we'll email you to confirm your refund. Approved refunds are made to your original payment method within 10 business days, and never later than 14 days after we receive the item back. Your bank or card provider may need a few extra days to show the refund on your statement.
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.
You can also reach us through our contact page.