New Orchard FAQ’s

ORDERS AND DELIVERY 

Do you ship worldwide? 
Yes, we do ship worldwide, the shipping cost outside the Europe will be calucted by the checkout. 
How much does shipping cost? 
The shipping cost is 9 CHF within the Switzerland. 
Can change, update or cancel my order after it has been placed? 
Unfortunately, once an order has been submitted, we are unable to make any cancellations or amendments. We apologise for any inconvenience this may cause. If you would like to request a return for your order, you can do so here. 
Can I leave special instructions for my online order? 
Unfortunately, we are unable to process any special delivery requests for online orders. You may however contact us directly via contact form for any other questions. 
How do I track my online order? 
You will receive a shipping confirmation email to let you know you order is on its way to you! This will contain a click through link to your tracking details. 
I did not receive my order tracking information, what should I do? 
You will receive an order tracking confirmation email once your parcel is on its way to you. This will be emailed to the email address used on your order. Please check your junk mail folder in case it accidentally ends up there. If you have not received your tracking email or are having issues accessing the link, please contact us via contact form. If you have an online account with us, please log in and you can then access and view your order status under the "my account" section. 
What forms of payment are accepted?  
We accept payment via VISA, MasterCard, American Express, Pay Pal, and TWINT. 
Is my credit card information secure? 
Your credit card information are absolutely safe ansd secured by Stripe. We are strongly committed to protecting your privacy and providing a safe and secure online experience. 
The promotional code is not applying at checkout. What should I do? 
Please check you have entered the promotional code correctly. These are case sensitive and should not be followed by a space. If you are still having trouble - get in touch with us. In your message, make sure to include the promotion name and the product(s) you are interested in! 
I forgot to add promo code to my order. Can it still be applied? 
Unfortunately, no. Promo codes can only be applied in the shopping cart screen at time of purchase. 
Can I buy a Gift Card online? 
Yes! You can buy a Gift Card online for the amount of your choice. The Gift Card will be send to per email, with a code to be used during the purchase. 

RETURNS 

Can I return a pair of boots? 
YYes, you have14 days to change your mind. If 14 days have gone by since your received your order, unfortunately we can’t offer you a refund or exchange. Please note that returning the shoes that has been bought at a sale price is not possible. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, that is not damaged (no stickers or tape on it). Please wrap the shoe box in another box or paper. If the original shoe box is damaged we will charge 20 chf for repacking. 
How do I return or exchange my online order? 
In order to return or exchange the product(s), you should send us the return request using the https://theneworchard.com/pages/contact. 
How long it takes to my refund to be processed? 
Once your goods have been received by us, please allow up to 10 working days for your refund to be processed back to your original method of payment. 
Do you cover the return shipping cost? 
No, we do not cover the return shipping cost. 
To which address can I send back the shoes? 
Please send your order back to the following address: 

New Orchard 
Seestrasse 82
CH-8002 Zurich 

PRODUCT INFORMATION

Are your boots 100% vegan? 
Yes, they are! The new technology vegan materials are made without any aniamal derviated components. The vegan leather is breathable and solvent-free. We source all materials in Italy. 
What are the New Orchard shoes made of? 
All our shoes are 100% vegan. Depending on selected model, they are made of several types of vegan leather. The winter boots are additionally lined with a banana waste and a breathable faux fur. You may check a detailed  information about materials on the product card of the selectd shoe model. If you have more specific question, please contact us directly using contact form
Can I wear your shoes barefoot? 
Yes! This is absolutely safe to wear our shoes without socks. The materials we use for production of the shoes are solvent-free and breathable. The insole is removable and can be washed in the washing machine with 30 degrees on a gentle cycle,  air dry only. 
Where are New Orchard shoes produced? 
New Orchard shoes are produced in Italy, in Marche region. We manuafacture them in a small factory, where most of the production process is handmade. For more information about production process, please visit our page ‘How are the New Orchard shoes made’ 
How can I check my size? 
You can check your size looking at our size chart. The boots stretch by a few mililiters after some days of wearimg, no more. If you still have any doubts, please get in touch withnus and we will do our best to advice you and find the perfect size. 
How do I clean my shoes? 
To clean the vegan leathers, gently wipe them using a damp cloth, being careful not to rub too much. We do not advise using any cleaning products, such as soap, polishing or other treatments that may cause damage. 
The insole can be washed in a washing machine at 30 degrees on a gentle cycle, air dry only. 
How do I care of my shoes? 
We recommend to clean New Orchard shoes with a damp cloth. We also recommend to use a waterproof repellent at least once per month. 
Can New Orchard shoes be washed in a washing machine? 
No, we do not recommend it. You may however wash the insole in the washing machine with 30 degrees on a gentle cycle,  air dry only. 
Are New Orchard shoes waterproof? 
Our shoes stay up to 2.5 hours waterproof in the rain and snow. To keep on this effect we recomment using a waterproof repellent at least once per every month. 
Can I wear New Orchard shoes in snow? 
Yes, you can wear New Orchard boots in the snow without a fear that your feet get wet or cold. Our boots stay up to 2.5h waterproof in the snow. For better protection we recommend using the special repellent at least once per month.
We do not recommend wearing New Orchard shoes on the ice and slippery surfaces. The sole is not anit-slippery. 
Do you provide warranty on your products? 
Yes, we provide one year warranty on our boots, assuming they have been used and taken care of according to our recommendations. We do not take a reposnsibility for stains or another defects that were caused by the user by unpropriete usage.  
I have an issue with my New Orchard shoes. What should I do? 
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a defect or fault with one of our products we would like to help you resolve the problem.
If you have purchased New Orchard product from a retailer, you need to return directly to retailer from which you purchased your shoes from. If you have purchased online at www.theneworchard.com please contact our customer service team here: Contact us

ACCOUNT DETAILS

What are benefits of creating an online account? 
By creating the online account you will be able to:
  • Check out faster when making a purchase
  • Check the status of your orders easily
  • See any of your past orders
  • Subscribe to our newsletter and stay updated with any news and promotions 
  • Take advantage of easy returns and exchanges 
How can I check my order history? 
If you have used an account to place your order, to view you order status and history you will need to log in and access the "My Account" tab. This will then allow you to view your order, order status and print a tax invoice. 
How can I unsubscribe from the mailing list? 
To unsubscribe, please click the "unsubscribe" link at the bottom of any marketing promo message that is e-mailed to your account or update your mailing preferences under your "my account" options. If you are still finding it difficult to unsubscribe, please do not hesitate to contact us for help. 
Is my personal data safe if I create an account? 
Yes, your data is safe with New Orchard as we are fully compliant with the European data protection policies. Your account and personal details, and any order details, are protected. To access your details on our website, you need to enter the correct password. Click here to view our full Privacy Policy. 

SUPPORTING ANIMALS

How do you support dog adoptions? 
New Orchard is donating 1% of the sales  of our vegan shoes towards petoriented charities that helps outfit them with new things that they really need - like collars, food, blankets and other necessities.
Currently we cooperate with OTOZ Animals and Zürcher Tierschutz. Additionally we support dog adoptions by promoting information about pets that can be adopted.  
How can I contribute to your fund raising? 
Please get in touch with us and we will share with you the links to ongoing fund raisings. 
Can I addopt a dog?  
Addopting a dog is a hug responsibility but at the same time one of the greatest things that you can do in your life. If you are looking for a pet for adoption, we will be happy to connect you with adoption organisations, that we cooperate with. It will give you the guarantee that your dog is well taken care of as well as an adoption process ive verified.