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Contact Us

Our customer service team is available to help you with all types of questions via email. We aim to reply on regular weekdays within 48 hours. Please see our FAQ page for answers to some of the most frequently asked questions. We will answer all inquiries in English.

Our customer care is open from 08:00 to 16:30 GMT+1/CEST.

Email: customercare@newbie.com

Customer support is closed on the following days: 

2024
01 January 2024
06 January 2024
29 March 2024
31 March 2024
01 April 2024
01 May 2024
09 May 2024
19 May 2024
06 June 2024
22 June 2024
02 November 2024
25 December 2024
26 December 2024

For questions about online delivery during peak season, please see updated information on our Delivery Policy here.

Delivery

  • Our goal is to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse will process it on the following business day. Then, it will be picked, packed, and dispatched. Your parcel should arrive 5-7 business days from the date of your order. Please note that for some delivery destinations, such as Slovakia and Croatia, it may take up to 10 days. During peak season, delivery times may be slightly longer.Once your order is on the way, you will receive a shipping confirmation email with a tracking link attached.

  • We offer free shipping for all orders over €85 within Europe. Shipping cost vary depending on shipping country.

    • 8 EUR: Germany, Belgium, Croatia, Netherlands, Ireland, Austria, Czech Republic, Slovakia, Hungary, Slovenia, Luxembourg, Lithuania, Latvia, France, Portugal, Greece, Italy, Romania.
    • 10 EUR: Switzerland
    • 15 EUR Cyprus
    • 15 EUR: Rest of the world

    For all orders shipped to countries within Europe VAT is included in the prices and will be charged at the Checkout.

    Items in your order that designated for shipment to countries outside the Europe may be subject to taxes, customs duties and fees levied by the destination country (Import Fees).

  •  Newbie.com offer delivery to: Austria, Belgium, Croatia, Czech Republic, Cyprus, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Romania, Slovakia, Slovenia, and Switzerland.

    *Please note that we currently cannot ship to the following postcodes in Italy:

    • 04020
    • 04027
    • 22061
    • 23041
    • 23030
    • 25050
    • 25080
    • 28838
    • from 47890 to 47899
    • 58012

     

    Newbie was established in Gothenburg, Sweden in 2010 as a member of the Kappahl Group. Therefore, if you live in Sweden, Norway, Finland, or Poland, you can have your Newbie products sent to you via Kappahl.

    • For deliveries to Sweden, visit the Swedish Newbie site here.
    • For deliveries to Norway, visit the Norwegian Newbie site here.
    • For deliveries to Poland, visit the Polish Newbie site here.
    • For deliveries to Finland, visit the Finnish Newbie site here.

     

    Newbie also has a UK site and stores in London, England. If you wish to have your Newbie products delivered to the UK, you can visit our UK site Newbiestore.com.

  • Depending on delivery country we have two different delivery methods in checkout, DHL or UPS.

    For all European countries (excl Cyprus & Switzerland) we ship with DHL and DHLs local delivery partner. You can view the local partner we work with for your country here. Find your nearest local pickup point here.

    Depending of delivery country DHL Standard delivery varies between "Home Delivery" and "Pickup Point".

    • At checkout, you can choose your shipping address. You can also specify a different billing address at checkout.

    • When your order is shipped from our warehouse, we will send you an email to confirm that it’s on the way. You can track the progress of your order using the tracking link in the delivery confirmation email. Please note that it may take up to 3 business days between the first and second tracking update on your order

    •  The not-at-home process varies between delivery countries. Please contact your local distribution partner for more information.

      This case is only applicable to countries where our distribution partner offers Home delivery, and the process of handling situations where the recipient is not at home may vary between delivery countries:

      Austria: If you are not at home when our courier attempts delivery and the parcel doesn't fit through the mailbox, the carrier will leave your parcel with your neighbor or at a service point. If delivery to a neighbor or service point isn't applicable, your parcel will be sent back to the carrier depot and held there for 10 calendar days. There will then be a second delivery attempt. If the second attempt fails, the parcel will be sent back to Newbie.

      Belgium: If you are not at home when our courier attempts delivery, the carrier will leave your parcel at the nearest service point or parcel locker and leave you a note informing you of where you can collect your parcel. If the parcel is not picked up within 14 days, it will be sent back to the sender.

      Croatia: If you are not at home when our courier attempts delivery, the carrier will leave your parcel at the nearest service point. If the parcel is not picked up within 14 days, it will be sent back to the sender. Please note that a storage fee will be applied after 2 days.

      Czechia: If you are not at home when our courier attempts delivery, the carrier will leave your parcel at the nearest service point. If the parcel is not picked up within 7 days, it will be sent back to the sender. If a service point is not available in the delivery area, a second delivery attempt will be made.

      France: If you are not at home when our courier attempts delivery and the parcel doesn't fit through the mailbox, the carrier will leave your parcel with your neighbor or at a service point. If delivery to a neighbor or service point isn't applicable, your parcel will be sent back to the carrier depot. If the parcel is not picked up within 10 calendar days, it will be sent back to the sender.

      Germany: If you are not at home when our courier attempts delivery and the parcel doesn't fit through the letterbox, the carrier will leave your parcel with your neighbor or at a parcel locker. If delivery to a neighbor or parcel locker isn't applicable, your parcel will be sent to a service point. If the parcel is not picked up within 7 days, it will be sent back to the sender.

      Greece: If you are not at home when our courier attempts delivery, the carrier will leave your parcel with your neighbor. If not applicable, your parcel will be sent to the nearest service point/locker. If the parcel is not picked up within 7 days, it will be sent back to the sender. A second delivery to the door needs to be requested by you.

      Hungary: If you are not at home when our courier attempts delivery, the courier will make a second delivery attempt. If the second delivery attempt fails, your parcel will be sent to your nearest service point. If the parcel is not picked up within 5 days, it will be sent back to the sender. If you are a registered DHL customer, the carrier will leave your parcel with your neighbor.

      Ireland: If you are not at home when our courier attempts delivery, the carrier will leave your parcel at the nearest service point. If the parcel is not picked up within 7 days, it will be sent back to the sender.

      Italy: If you are not at home when our courier attempts delivery, the carrier will leave your parcel with your neighbor. If that is not applicable, your parcel will be sent to your nearest service point. If the parcel is not picked up within 7 days, it will be sent back to the sender.

      Luxembourg: If you are not at home when our courier attempts delivery and the parcel doesn't fit through the letterbox, the carrier will leave your parcel with your neighbor or at a service point and leave you a note informing you where you can collect your parcel. If delivery to a neighbor or service point isn't applicable, your parcel will be sent back to the carrier depot and held there for 15 calendar days. Afterward, the parcel will be sent back to Newbie. If the parcel is sent to a locker, it will be held there for 7 calendar days before being sent back to Newbie. If the parcel is sent to a post office, it will be held there for 8 calendar days.

      Netherlands: If you are not at home when our courier attempts delivery and the parcel doesn't fit through the letterbox, the carrier will leave your parcel with your nearest neighbor or at a Next day service point. Your parcel will be held at the service point for 7 calendar days and then sent back to Newbie.

      Romania: If you are not at home when our courier attempts delivery, the courier will make a second delivery attempt. If the second delivery attempt fails, your parcel will be sent to your nearest service point. Your parcel will be held at the service point for 7 calendar days and then sent back to Newbie.

      Slovakia: If you are not at home when our courier attempts delivery, the carrier will leave your parcel at the nearest service point. If the parcel is not picked up within 7 days, it will be sent back to the sender. If a service point is not available in the delivery area, a second delivery attempt will occur. If the parcel is sent to a locker, it will be held there for 48 hours before being sent back to the customer.

      Slovenia: If you are not at home when our courier attempts delivery, the carrier will leave your parcel with your neighbor. If that is not applicable, your parcel will be sent to your nearest service point (or safe place if agreed in advance). If the parcel is not picked up within 15 days, it will be sent back to the sender. If the parcel is sent to a locker, it will be held there for 3 days before being sent back to Newbie.

      Portugal: If you are not at home when our courier attempts delivery the carrier will leave your parcel with your arbitrary neighbor. If not applicable your parcel will be sent to nearest Service point/locker. If the parcel is not picked up within 10 working days, it will be sent back to sender.

      Switzerland: If a package cannot be delivered or if it is not picked up at a delivery point, it is returned to Newbie.

    • Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to items may change. If an item in your order is missing, check your emails to see if we have notified you. If you can't find any information from us, please reach out to us within 5 days, counting from the day you received your order.

      If an item you ordered is out of stock, we will send you an email to inform you about this. If this is the case, no payment for these goods is taken. The delivery note will state which items are in this part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing and you have questions, please contact us us as soon as possible, or at the latest within 5 days from when you received your order.

    • Newbie does not offer partial deliveries. If an item is sold out, it will be removed from your order and you will not be charged. If this is the case, we will send you an email to inform you.

    • Newbie's warehouse is located in Gothenburg, Sweden.

    • Items in your order that designated for shipment to countries outside the Europe may be subject to taxes, customs duties and fees levied by the destination country (Import Fees). The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. A separate invoice will be sent to you from our distribution partner.

      The order total (merchandise landed cost) cannot be guaranteed and may differ from what is quoted online at Checkout. If the import fees are not paid by the recipient, the merchandise will be returned to Newbie and the customer will not be refunded any of the shipping charges.

    • That is correct. Newbie is owned by Kappahl Sweden AB.

    Refunds

    • We at Newbie hope that you, as our valued customer, will always be satisfied with what you order. However, in case you have a change of heart, we have a 30-day returns policy starting from the day you received your order from us. For returns going outside Europe, we don’t provide shipping services. If you wish to do a return, please contact our customer service at customercare@newbie.com and we will try to find a suitable solution for you.

      To return any unwanted items purchased within Europe, please follow these steps:

      For Europe

      • Ensure that the items have their original labels intact, are unused, unwashed, and in their original condition. Do not remove the hygiene strip on swimwear.
      • All goods returned must be packed in a bag or box. If possible, try to use the original packaging or recycle where appropriate.
      • As a customer, you are responsible for the return shipping costs when you send the item back to us. Please use the prepaid label, and the shipping costs will be deducted from the refund amount. If you cancel your purchase, we will refund the amount paid for your returned items. Please note that delivery cost is non-refundable.
      • Do not forget to enclose the completed return form when returning any items.
      • Pre-paid return label must cover the original address label to avoid confusion.
      •  IMPORTANT for Swiss customers.. All Swiss customers need to include a proforma invoice along with their return. Please contact our customer support via email at customercare@newbie.com, and they will assist you in creating a proforma invoice, which will then be sent to your email. Please print three copies of the proforma invoice, as this is a requirement, and include them with your package/s.
      • Arrange a pick-up or take your package to the closest drop-off location.
      • Please retain your receipt for the return from your drop-off location

      • You will be refunded for the items you purchased. The refund will be processed using the same payment option you used for your purchase, unless otherwise agreed or if there are any obstacles to such refund. Please note that the delivery cost will not be refunded. Additionally, please be aware that as the customer, you are responsible for covering the return shipping costs (€8) when sending the item back to us.

      • Digital gift cards cannot be returned or refunded.

      • If you have an unwanted gift, please get in touch with Customer Services via our 'contact us' page, and we'll send instructions on how to return it. If you don't have a delivery invoice, we'll offer you an online voucher for the value of the last known selling price of the returned items, provided they are returned unworn, unwashed, and in a resalable condition.

      • We strive to process returns in a timely manner, and we will notify you via email once your return has been processed. A credit will be automatically applied to your original method of payment within 3-5 working days after we have processed your return. However, that during busy periods, it may take up to 14 days from the receipt of the goods for the refund to be issued.Please note that our warehouse is located in Sweden, which is the main cause as to why you may experience our delivery/return process slightly longer.If your order was partially paid with a gift card and the remaining amount with a card, and you only return parts of the order, you will receive a refund primarily to your gift card.

      • Yes, as a customer, you are responsible for covering the return shipping costs when sending the item back to us. The return shipping cost is €8.

      • We will notify you by email once your return has been processed. A credit will automatically be applied to your method of payment within 3-5 working days. We always strive to process returns as quickly as possible, but during busy periods, this process could take up to 14 days from the time we receive the goods. If you believe that your return has been overlooked, please contact us.

      Payments

      • We accept Visa, MasterCard, Apple Pay, and Google Pay. In the Netherlands, you can also choose iDeal as a payment method. When using Apple Pay or Google Pay, the shipping address associated with your account will be used, and it cannot be overwritten. You can find more information about our payment methods here.

      • Unfortunately, we do not currently offer gift cards at newbie.com.

      Order Online

      • When you find the garment you want, click "add to cart." When you've finished shopping, click on the shopping bag icon in the top right corner. Once you have selected all of your items, click on the "Checkout" button and follow the straightforward instructions on the screen through our secure checkout process. If you encounter any difficulties while placing your order online, please do not hesitate to contact us.

      • If you want to but you can always checkout as a guest.

      • After placing your order, you will receive an order confirmation containing details of your purchased items, selected shipping method, total amount, and chosen payment method. Once your items have been shipped, you will receive a shipping confirmation along with a receipt.

      • Once an order has been placed, it cannot be canceled or modified, including changes to the size or items selected. If your order has already been dispatched, please follow our return procedure to initiate a return for the items you no longer want or need

      • Once an order has been placed, it cannot be canceled or modified, including changes to the size or items selected. If your order has already been dispatched, please follow our return procedure to initiate a return for the items you no longer want or need

      • It can take up to 15 minutes until you receive our welcome email that confirms your subscription and contains your discount code.

         

      Privacy Policy

      • Data security is important to Newbie, and we want to be open and transparent regarding how we handle your personal information. Therefore, we have a privacy policy that outlines how your personal data should be processed and protected. You can read about our privacy policy here.

      • The General Data Protection Regulation (GDPR) is the EU's regulatory framework that governs how companies and organizations handle individuals' personal data. It replaces the Personal Data Act and establishes stringent standards for personal privacy and information protection for individuals whose personal data is processed.

      • Yes, we are compliant with European laws regarding GDPR.

      • We place great importance on handling your personal data with utmost respect. We take reasonable precautions and adhere to industry best practices to ensure that your personal data is not inappropriately lost, misused, accessed, disclosed, altered, or destroyed. Our information systems and software programs are configured to use personal and identification data only when necessary to fulfill specific processing purposes. Our privacy policy provides a detailed explanation of how we collect and use your personal information. It also outlines your rights and provides guidance on how you can exercise them. If you have any questions regarding our Privacy Policy, please feel free to contact us.

        Our privacy policy explains how we collect and use your personal information. It also outlines your rights and how you can exercise them.

        It is important that you read and understand the privacy policy and feel secure in how we handle your personal data. You are always welcome to contact us with any questions. By visiting our website, you accept and consent to the practices described in this policy.

      Wallpaper

      • Newbie Wallpapers can be ordered exclusively online, providing you with the convenience of choosing the perfect patterns from the comfort of your home. For those who want to get a closer look at the enchanting designs, samples measuring 210mm x 297mm are available. Enjoy free shipping on all wallpaper samples by using the discount code SAMPLEWP at checkout.

      • All Newbie wallpaper is created in non-woven material that is a mix of cellulose and polyester. There are also wallpapers that are fabricated from paper, vinyl, textiles, among other materials.

      • Newbie wallpapers are designed with "EasyUp," making it simple for even beginners to put them up with ease. With EasyUp wallpaper, you apply the adhesive directly to the wall rather than the back of the wallpaper itself. This method reduces mess and makes it easier to handle the wallpaper strips. The paste-the-wall technique reduces the risk of adhesive getting on the face of the wallpaper or dripping onto the floor, simplifying the installation process and making it less messy."EasyUp" is a patented trademark from Boråstapeter that has certain characteristics: They are always mounted edge to edge, the wallpaper is always rolled in the same direction as you mount it, you always apply the adhesive on the wall, and it does not let through dark colors from the underlying surface."

      • Use adhesive for non-woven only.

        • Measure the Wall(s): Measure the height and width of the wall or walls you plan to wallpaper. Measure both the full height and width, even if the wallpaper has a pattern repeat, as you'll need to account for this.
        • Calculate the Total Wallpaper Area: To find the total area to be covered, multiply the height by the width. For example, if your wall is 2.5 meters (250 cm) in height and 4 meters (400 cm) in width, the total area is 10 square meters (250 cm x 400 cm).
        • Account for Pattern Repeat: If your wallpaper has a pattern with a repeat, you'll need to take this into consideration. For instance, if the pattern repeat is 30 centimeters, you must add this to the width before calculating the total area. In the example above, if the pattern repeat is 30 cm, you'd have to measure as if the width is 430 cm (400 cm + 30 cm) and recalculate the total area.
        • Consider the Number of Strips per Roll: Check the label on the wallpaper rolls to see how many strips (also called drops or lengths) each roll can cover.
        • Divide the Total Area by the Coverage of Each Roll: If one roll covers 3 strips, and your total area is 10 square meters, you'll need at least 4 rolls (10 square meters ÷ 3 strips per roll = 3.33 rolls, round up to 4 rolls).
        • Add Extra for Allowance: It's a good idea to purchase an extra roll or two for contingency. An additional roll is typically recommended.

        You can also use the wallpaper calculator on Boråstapeters site to calculate how many rolls you need.

      • No, none of our wallpapers require painting before. All our wallpaper covers the underlying surface regardless of colour.

      • Yes, all of our wallpapers have enough opacity to cover a dark patterned wallpaper without showing through.

      • The basic rule is that the substrate should always be dry, even, and well anchored.

        • Folding rule
        • Spirit level
        • Roll
        • Brush
        • Wallpaper scrape
        • Scissors
        • Wallpaper knife
        • Sponge
        • Bowl with water

      • Non-woven is a wallpaper of paper with polyester fiber elements that makes it wet and not swell. You can then apply the adhesive directly to the wall and put the wallpaper directly edge-to-edge.

      • Here at newbie.com, of course. Boråstapeter also has several retailers; you can find them here.