Where does your NewJeans merch originate from?

The merch on our store is mainly manufactured in Mainland China, with official products sourced from South Korea, Hong Kong (SAR) and Japan.


How often do you have new arrivals/restock?

We have new arrivals weekly (on Monday), do check back often for the latest collection! For out of stock items, we restock whenever the items are available.



What size should I get for clothing items?

Where possible, a sizing chart is provided. Please place your order according to the sizing chart. Kindly note that the sizing chart is based on Asian sizes.

If still in doubt, we recommend that you order 1 or 2 sizes up - meaning, if you usually wear M, order L or XL.

Always feel free to contact us! We can also help to recommend the best size for you.


What forms of payment do you accept?

 Currently, we support:
  • Credit/debit cards
  • PayPal 
  • Shopify Pay 
  • Google Pay
  • Apple pay
  • American Express
  • Visa 
  • Mastercard

How do I use a discount code?

You can enter your discount code in the promo box upon checkout. Discounts do not stack - if automatic discounts have been applied, you will not be able to key in a discount code.



When will my order ship?

It normally takes 2 - 3 business days for an order to be processed. Please note that processing time may increase to 3 - 5 business days during busy periods. 

You will receive an email after your order has been shipped. The email will contain the tracking number(s) for your order.

For any questions, feel free to email us at cs.newjeans.universe@gmail.com or send us a message at our Facebook page! ♡ We will reply to you within 2 business days.


Do you ship to my country?

NewJeans Universe ships internationally. 

We make use of premium shipping services such as ePacket (which is delivered by USPS First Class delivery service) and YunExpress. ePacket/YunExpress delivery gives customers end-to-end tracking at no additional cost, allowing them to easily monitor and locate their package on official websites. (Available for selected countries only)


How long does shipping take?

Depending on the destination of the package, customs, holidays, and other delays, shipping times can vary. On average, a package can take 14 - 20 business days to arrive from the date of shipment

Regular shipping

 Region Estimated delivery time ( business days)
United States* 7 - 10*
United Kingdom 7 - 10*
Europe 7 - 10*
Canada 7 - 10*
Australia 7 - 10*
All other countries 10 - 40**

 *USA (contiguous) - excludes Alaska, Hawaii and Puerto Rico, as well as APO/FPO/DPO addresses and PO boxes

Express shipping - 3 to 5 business days* [worldwide]

*Please note that orders placed during the peak holiday season (Nov - Jan) may face delays. Shipping to certain countries such as those not listed above may take 2 to 3 months. Kindly be assured that your parcel is not lost; it is simply still in transit. Do place your order early if you wish to receive your items before a specific time!

**Do contact us at cs.newjeans.universe@gmail.com if you wish to know the estimated shipping time to your country (that is not listed above).

3-Months Shipping Guarantee

While the service standards of the logistics carriers are outside our control, it is our duty to ensure that your items reach you within a reasonable timeframe. If you did not receive a shipment update for more than 3 months, we are happy to provide you with a refund in store credits or reshipment of your order regardless of whether you receive your items eventually. Please be assured that we will do our utmost to ensure that your parcel reaches you as soon as possible. Thank you for your kind understanding and support ♡


What are the shipping rates?

NewJeans Universe offers free regular shipping* worldwide** for small/medium parcels!

*Regular shipping (YunExpress / ePacket /  DHL eCommerce / SF Express)

Package size Shipping rate
Small/medium (up to 2 kg) Free
Large (above 2 kg) US$ 40


**The following countries/regions are excluded (regular shipping fee for small/medium packages will be $28) due to unreliability/unavailability of regular shipping methods: Chile, Qatar, Philippines, Indonesia, Bangladesh, Sri Lanka, India, Iraq, Guatemala, Kazakhstan, Africa (South Africa, Mauritius, Algeria, Zambia, Angola, Botswana, Cameroon, Congo, Egypt, Ethiopia, Ghana, Ivory Coast, Kenya, Libya, Mali, Morocco, Mozambique, Namibia, Nigeria, Rwanda, Senegal, Tanzania, Tunisia, Uganda, Zimbabwe)


Express shipping [3 to 5 working days] (FedEx / DHL / UPS)

Package size Shipping rate
Small (up to 0.5 kg) US$ 40
Medium (0.6 to 2 kg) US$ 75
Large (above 2 kg) US$ 120


How do I track my order?

Please track your order here.


Do I have to pay customs fees for my order?

Customs fees depend on the laws of your country. In the majority of cases, you are not required to pay any customs fees.
In the event that you are required to pay customs fees, you will be informed by your local customs / the logistics provider. Please settle the customs fees promptly to prevent your parcel from being destroyed by the customs or returned to us. We are not responsible for any items that do not reach you due to the late payment of customs fees, or if you choose not to pay the customs fees.
Customs fees may vary based on the tax laws of your country. Please provide your tax identification number when you place your order if required.


Why has my order arrived with some items missing?

As much as possible, we try to ship your order in 1 package. When it is not possible, rest assured that we will make the best arrangement for you. We may also ship your order in separate packages to prevent you from being charged with extra duty or customs fee.

If your order has arrived and is missing a few items, please do not worry as the rest of the items are on the way and will be arriving soon!


If still in doubt, please email us at cs.newjeans.universe@gmail.com or send us a message at our Facebook page and we will be happy to assist.

Refunds & Exchange

What is your Refund & Exchange policy?

We offer returns & exchanges within 30 days of you receiving your order.


This applies to all items unless otherwise stated in the product description.

Please note that items discounted at checkout / sale items / promotional items are not eligible for a return.

If you have received the wrong / faulty item, please contact us at cs.newjeans.universe@gmail.com with a photo of the item and a description of the issue and we will sort it out immediately. Please be assured that such cases are more of an exception than the norm and we will do everything in our means to make it right for you.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We would like to reiterate that items discounted at checkout / sale items / promotional items are not eligible for return / exchange. This includes orders with automatic discounts / promo codes applied.

If you would like more information, you can check out our Refund Policy



Get in touch

Still searching for an answer to your question? Contact us here.