New Era - Shipping & Returns Policy

learn about How We take care of getting your order to you

See below, our full shipping & returns policy information to stay informed, and up to date with when and how you will receive your order, and what to do in the rare occurrence that something goes wrong.

New Era Shipping & Returns Policy

Welcome to New Era ("we," "our," or "us"), We are committed to providing you with the best possible shopping, and mobility experience. Even in the event of receiving faulty/damaged goods.

This shipping, and returns policy aims to inform you about our shipping and returns procedures, including costs, timeframes, and assurances from New Era. Please read below to see full information, or scroll to the bottom of the page to see a summary/common queries we receive from customers surrounding returns & shipping.

Shipping

Order Processing:
    • Orders are typically processed on the day of purchase, if ordered before 2pm. Processing times may vary during peak seasons and/or promotional periods. Please see our product pages where we have live delivery predictions.
    • Once your order is processed and ready for shipment, you will receive a confirmation email with dispatch, tracking, and all other relevant delivery information.
Shipping Methods:
    • We offer express shipping to addresses within Ireland, UK, EU, US, UAE, NZ, AUS. We also ship worldwide, however shipping times may vary outside of the zones mentioned above.
    • For international orders, please contact our customer support for shipping options and rates.
Shipping Charges:
    • Shipping charges are calculated based on the weight, dimensions, and destination of the items in your order. The shipping cost will be displayed during the checkout process. There are never any hidden fees while shopping with New Era.
Delivery Time:
    • Estimated delivery times for shipping within Ireland, UK, EU, US, UAE, NZ, AUZ are typically 2-3 business days. However, depending on local delivery routes and/or delivery volumes with couriers this may vary +/- 1-2 Days. Delivery times for other international orders may vary.
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Returns and Exchanges:

30-Day Return Policy:
    • We offer a 30-day return policy from the date of delivery. If you are not satisfied with your purchase due to quality, damages, misrepresentation, you may return the item(s) for a refund or exchange, subject to the terms and conditions below.
Eligibility for Returns:
    • To be eligible for a return, the item(s) must be in new and unused condition, in their original packaging.
    • Items that have been used, damaged, or altered in any way may not be eligible for return, unless due to manufacturing faults which would be covered under our warranty. See our warranty here.
Return Process:
    • To initiate a return, please contact our customer support within 30 days of receiving your order. Our team will provide you with return instructions and a return authorization (RA) number.
    • Returns must be shipped back to us within 14 days of receiving the RA number.
    • Please include the RA number on the outside of the package to facilitate processing.
Return Shipping:
    • Customers who are returning non faulty goods are responsible for the cost of return shipping. Those returning due to manufacturing issues/damaged goods will be covered by New Era. 
Refunds and Exchanges:
    • Once we receive and inspect the returned item(s), we will process your refund or exchange.
    • Refunds will be issued to the original payment method. Please allow [X] business days for the refund to appear in your account.
    • Exchanges for a different product or size are subject to availability. If the requested item is unavailable, we will process a refund.
Non-Refundable Items:
    • Some items, such as personalised or custom-made products, may not be eligible for return or refund. This will be outlined prior to receiving payment for item(s).

Contact Us:

For any questions or concerns regarding this warranty, please contact our customer support team below:

    We Respond To All Queries Within 24hrs.

    Frequently Asked Questions

    Delivery takes a maximum 5-7 Days internationally. However, in most cases it is quicker than this. You can see up to date timeframes on product pages.

    Yes, There is a 1 year warranty on all electric mobility devices as standard.

    In the rare occurrence that you receive a faulty product we will resolve this free of charge. You can contact our support team via our contact page.

    Yes, we can provide any spare part you may need. You can contact us via our contact page to let us know your specific requirements if you cannot find what you are looking for.

    Currently we serve the EU, UK, USA, UAE, NZ, AUS, CA.

    Yes, We provide tracking numbers via email. You can track your order by entering your tracking number on our tracking page.

    Our Scooters are ready out of the box. Our electric bikes may require minor assembly. However, this is so easy, even a monkey could do it!

    If you cannot assemble your order, we will refer you to a New Era Approved bike shop that will take care of this for you.

    Yes, we provide a FREE returns for faulty/broken products. Secondly, We also cover any  damages/faults (non user inflicted) for 1 year after your purchase!

    You will receive an automated email on the 1 year anniversary of your order with a map of service partners in your locale, along with a portal to book an appointment. You simply show up, and we take care of the rest.

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    World Class Support

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    100% Irish Owned

    Serving Globally

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