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Shipping info

I JUST PLACED AN ORDER, WHEN WILL IT SHIP? 

Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness at all times.

The time frame for order delivery is divided into two parts:

  • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent from our Fulfillment Centre. This product is made to order and usually takes 1-2 days to manufacture. After this time, your order is shipped.
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. After processing and leaving the warehouse, items usually take between 1 and 3 days to arrive at their destination in Europe.

    There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

    WILL I RECEIVE A TRACKING NUMBER?
    We provide tracking for every order. Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products & suppliers.

    When you receive your tracking number, if you need help tracking your order you can send us an e-mail at: contact@townew.be

    CAN I CANCEL MY ORDER?
    You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email: contact@townew.be. All you need to do is send us an email with the subject line "CANCEL".

    I HAVE ENTERED AN INCORRECT ADDRESS!
    If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at contact@townew.be. If the address is wrong, we can correct this within 24 hours.

    MY ITEM ARRIVED DAMAGED 
    We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

    If this happens to you, please contact us at : contact@townew.be with:
        - Your order number.
        - A picture of the damaged product.
    Once received, we'll be happy to send out another free of charge.

    I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

    If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)