FAQs
Orders
Can I change or cancel my order?
We begin processing orders as soon as possible to ensure fast dispatch. If you need to change or cancel your order, please contact us immediately at support@newchapelrose.com. We'll do our best to help, but we can't guarantee changes once your order has been processed or dispatched.
How will I know if my order has been confimed?
Once your order has been placed successfully, you'll receive an order confirmation email. If you don't see it within a few minutes, please check your junk or spam folder.
I haven't received my confirmation email
First, check your junk or spam folder. If you still can't find it, please contact us at support@newchapelrose.com, and we'll be happy to assist.
Can I amend my delivery address?
If your order hasn't been processed or dispatched, we may be able to update your delivery address. Please contact us as soon as possible. Once an order has been dispatched, we're unable to make any changes.
My order arrived with an incorrect or missing item
We're sorry to hear that. Please contact support@newchapelrose.com within 48 hours of receiving your order, including your order number and photos (if applicable), and we'll resolve the issue as quickly as possible.
Shipping
When will my order be dispatched?
Orders are typically processed and dispatched within 1–2 working days. During launches, promotions and peak periods, processing times may be slightly longer.
How long does delivery take?
UK Standard: 3–5 working days
UK Express: 1–2 working days
Delivery times are estimates and may vary during busy periods or due to circumstances beyond our control.
Do you offer free shipping?
Yes. We offer free UK standard shipping on orders over £100.
Can I track my order?
Yes. Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.
Do you ship internationally?
At present, we ship within the United Kingdom only. International shipping will be introduced in the future.
What happens if my parcel is delayed?
Once your order has been handed to the courier, delivery times are the responsibility of the shipping provider. If your parcel appears significantly delayed, please contact us at support@newchapelrose.com, and we'll do our best to assist.
My parcel is marked as delivered, but I haven't received it.
Please check with neighbours, your safe place and your local delivery office first. If you're still unable to locate your parcel, contact us within 7 days of the delivery notification, and we'll help investigate with the courier.
Returns & Exchanges
What is your returns policy?
We accept returns within 14 days of delivery. Items must be unworn, unused, in their original condition, and returned with all original tags and packaging.
How do I start a return?
To request a return, please contact us at support@newchapelrose.com with your order number. We'll provide you with the return instructions.
Who pays for return shipping?
Customers are responsible for the cost of returning their item unless the product is faulty or incorrect. We recommend using a tracked service, as we're unable to accept responsibility for items lost or damaged during transit.
Can I exchange an item?
Yes. If you'd like to exchange your item for a different size or colour, please contact us within 14 days of receiving your order. Exchanges are subject to stock availability.
When will I receive my refund?
Once we've received and inspected your return, refunds will be processed to your original payment method within 5–10 working days. Your bank or payment provider may take additional time to process the refund.
What if my item arrives damaged or incorrect?
If you've received a faulty, damaged or incorrect item, please contact us at support@newchapelrose.com within 48 hours of delivery, including your order number and clear photos of the issue. We'll resolve the matter as quickly as possible.
Can I return a worn or washed item?
Unfortunately, we cannot accept returns for items that have been worn, washed, altered or damaged after delivery, unless they are faulty.
Sizing & Product Care
How do your T-shirts fit?
Our T-shirts are designed with a relaxed, boxy fit. For the best fit, we recommend referring to the size guide available on each product page.
Where can I find the size guide?
A size guide is available on each applicable product page to help you choose the correct size before placing your order.
Will garment measurements vary?
Each T-shirt is individually cut and crafted by hand. Due to the manufacturing process, measurements may vary by approximately ±0.5–1.2 cm.
How should I care for my T-shirt?
To help preserve the quality of your garment, we recommend:
- Wash inside out at 30°C.
- Wash with similar colours.
- Do not bleach.
- Do not tumble dry.
- Hang dry where possible.
- Iron on reverse if needed.
- Do not iron directly over printed graphics or embroidery.
- Steam to help remove natural creases and restore the garment's appearance.
How should I care for my cap?
To maintain the shape and finish of your cap:
- Spot clean with a damp cloth.
- Do not machine wash.
- Do not tumble dry.
- Allow to air dry naturally.
- Store away from direct sunlight when not in use.
- Steam to help remove natural creases and restore the cap's appearance.
Will sold-out items be restocked?
Some products may be restocked, while others are released in limited quantities and may not return. Follow us on Instagram or subscribe to our newsletter to be the first to hear about future releases and restocks.
Where are your products designed?
Every NEW CHAPEL ROSE piece is designed in the East End of London with a focus on quality, cut and everyday wear.
Payments
What payment methods do you accept?
We accept all major debit and credit cards, along with a range of secure payment methods available at checkout, including Shop Pay, Apple Pay, Google Pay and Klarna, where supported.
Is my payment secure?
Yes. All payments are processed securely through Shopify Payments using industry-standard encryption. Your payment details are encrypted and are never stored by NEW CHAPEL ROSE.
When will I be charged?
Payment is taken in full at the time your order is placed. You'll receive an order confirmation email once your payment has been successfully processed.
Can I pay in instalments?
Yes. Eligible customers can choose Klarna at checkout to split their purchase into instalments or use other payment options offered by Klarna. Availability is subject to Klarna's approval and terms.
Can I use more than one discount code?
Only one discount code can be applied per order unless otherwise stated.
My payment was declined. What should I do?
If your payment was declined, please check that your billing details are correct and try again. If the issue persists, contact your bank or card provider, or get in touch with us at support@newchapelrose.com for further assistance.