1. How to register as a member of neweracap.id?

Please follow the steps below:

• Click the user icon on the top right of the page, on the left side of the cart icon
• Click “I DON’T HAVE AN ACCOUNT” to be redirected to sign up page
• Fill in all the details and click “Create Account”
• Once you have created an account, you will receive a confirmation email from neweracap.id on your account creation

Click here to access the registration page

2. What if I forget my password?

Please follow the steps below:

• Click the user icon on the top right of the page, on the left side of the cart icon
• Click “Forgot Password?
• Fill in your account’s email address and click “Reset Password”
• You will receive a password reset link on your registered email

Please click here to reset your password

3. How to update my account?

Please follow the steps below:

• Click the user icon on top right of the page, on the left side of the cart icon
• Insert your email and password to log into your account
• Click the user icon on top right of the page, on the left side of the cart icon
• You will be redirected to My Account page to manage all your account details

Please click here to log into your account

1. Are the products sold on the website real/authentic?
Yes, neweracap.id sells real & authentic New Era Cap products

2. Are online and retail catalogues the same?
Most of our products are the same, however certain product or product collections may be available exclusively on either one of the channels

3. Are online and retail prices the same?
All our prices are the same, however in certain periods we may have special promotions on our website or in stores that are channel-exclusive

4. Why do product prices on neweracap.id change?
Prices may change at times due to promotions. The promotional price offered for a certain product is valid for a limited time period. We recommend you to become a member of neweracap.id and register for our newsletter services to receive regular promotional information.

5. How can I know the sizing of neweracap.id products?
You can access our complete size chart in our size guide page, or in every product detail page above size options

6. Why is my size not available on the website?
We only show available and in-stock products on our website. If your size is not available, there is a high chance that the stock is not available.

7. Which countries are the products made in?
All products from the Asia region are manufactured in either China, Vietnam, India, or Indonesia. The products will be sent in random order and based on product stock availability, therefore we cannot confirm which country-made product will be sent to you.

1. Do I have to register as a member to shop on neweracap.id?

No, you can shop easily as a guest. But, you will miss these benefits if you don’t register as a member of neweracap.id:

• Ability to track your previous and current orders’ progress
• The option to subscribe to our newsletter, which allows you to get information of new products, promotions, special prices, events, and other interesting offers

2. How to shop on neweracap.id?
You can shop your favorite products easily by following the simple steps below:

• Select the product you wish to purchase
• Select the size, and then choose “Add to Cart” button
• To add more products, repeat steps 1 & 2
• Once you have added all the items that you want to purchase, click the shopping bag icon
• You will be redirected to the cart page to review your cart and apply coupon(s)
• Click “Checkout” to finish shopping and make payment
• Fill in your valid email address and detailed delivery address, then pick a delivery method
• Click “Continue to Payment”, select a payment method and click “Pay Now”
• You will be redirected to a separate page to proceed with payment
• Once you have made the payment, you will be redirected back to neweracap.id
• You will also receive the order creation notification on your email

3. Can I track my order?

If you made the order as a registered user, simply log into your account and check your order history through your My Account page. If you made the order as a guest, you can track the order via the order notification emails which are sent to you every time the order status is updated.

4. What if my paid order cannot be fulfilled?
Unfulfilled paid orders due to any reason will be fully refunded to you following the process below:

• We will send you an order notification email informing you that the order is cancelled
• The cancellation email contains a link for you to provide your personal bank account details
• The refund will be transferred to your bank account within 15 working days after we have received your bank account details
• In case of refund failure due to wrong bank account details, we will reach out to you for revision

1. What payment methods are available in neweracap.id?
The available payment methods are:

• Virtual Account
• BCA
• BNI
• Permata
• Mandiri
• BRI
• Credit and Debit Card (VISA, Mastercard, JCB, American Express)
• Dana
• Kredivo

All payment methods are accessible directly via our partner payment gateway page

2. How to make Virtual Account payment?
You can pay for an order using virtual account by following the steps below:

• After clicking “Continue to Payment” in checkout page, you will see a list of available payments
• Click “Virtual Account” and select one of the banks: BCA,BNI, Permata, Mandiri, BRI
• Simply copy the Virtual Account number displayed on your screen
• Open your mobile banking application and paste the Virtual Account numberNote: make sure to make the payment within 1x24 hours to avoid automatic order cancellation
  

3. How to make a payment via credit or debit card?

You can pay for an order using credit or debit card by following the steps below:

• After clicking “Continue to Payment” in checkout page, you will see a list of available payments
• Click “Credit/debit card” and fill in all the details: Card number, Card holder name, Card expiry month/year, CVV
• After clicking “Next”, typically you will be requested to insert an OTP
• Insert the OTP and finish the payment

Note: credit/debit card payments cannot be retried and failure to pay will result in order cancellation

4. Is my payment details safe with no possibility of misuse?

Yes, your data is safe. We guarantee the security of our systems and the confidentiality of your personal data. We also work with internet service providers that have been equipped with 3D security systems to prevent any fraudulent attempt. This technology ensures the full confidentiality and security of all customer data.

5. Can I use MAPCLUB points on neweracap.id?
At the moment, MAPCLUB point usage & earn is not yet supported by neweracap.id. But, something exciting is coming up soon!

6. I am having payment problems, what is the solution?
Please ensure that you have followed all the payment steps in accordance with the payment method and all the payment data you have entered is correct. If you are still having problems, please contact us via connect@neweracap.id and attach a photo or screen recording proof of the payment problem for us to troubleshoot.

1. What are the delivery methods available on neweracap.id?
We provide free home delivery across Indonesia for all orders made on neweracap.id

2. Will all the items in my order be delivered together?
Depending on the location of the product’s stock availability, products purchased under 1 order number may be delivered as different packages with different tracking numbers. Do check your email regularly to get the detailed information of the packages.

3. Where can I get the tracking number for the delivery of my order?
Detailed information on the tracking number will be sent to your email address as an order notification email when the package has been shipped

4. Do you ship overseas?
Unfortunately, we do not support cross-country shipment at the moment

5. What is the typical order delivery time?
Depending on the location of your preferred address, the estimated order delivery time varies between 2-7 working days. We recommend checking the progress of your shipment regularly once you have received the tracking number of your delivery.If your order does not arrive within the expected duration, please contact us through connect@neweracap.id so we can help you check on the delivery progress.

6. How can I track my shipment/delivery status?
It is always best to directly check your shipment status from the delivery courier’s delivery tracking page.

7. What if there is an error in shipping, lost package, or product damage?
We recommend that you contact our Customer Service representative immediately upon noticing such abnormalities, no later than 14 days after order is created. Our Customer Service team will support you in getting the resolution you need for these different cases.
Note: please always have an unboxing video ready for easier return and refund process, and keep the product packaging as well as the outer box intact

8. Is it possible to change my delivery address after placing the order?

It is not possible to change your delivery address after placing the order. Please make sure all your shipping address data is correct before making a payment. In case of an error, we recommend you to contact our Customer Service team to cancel the order instead and repurchase.

1. Can I return the products I have purchased?
   Yes, you can with the following Terms and Conditions:

• Returns due to change of mind or wrong size (too big or too small, with no errors in the size chart) can only be requested for products sold in full-price with a maximum of 30% discount. We do not accept returns for products which have been purchased at more than 30% discount during the promotion period.
• Returns due to wrong items, wrong size (error in size chart), and defective items can be requested with further assessment from our team
• Products must have never been used and must still be in its original condition, complete with labels attached to the product and without damage
• Products must not have stains, broken seams, missing buttons, loosened threads or other conditions that deem the product to be defective or damaged by prior usage
• Products must have its brand box and packaging in its original condition. The box and packaging must not be broken or dented, not attached to any adhesive material, and complete with other items from the original packaging such as cartons, clothes hangers, stickers, ribbons, ropes, polybags, plastic, and other objects.

Requests for product return must be made within 14 days of when the order is received. Returned products must be received at the pre-determined location no later than 7 days after the date of return is approved by neweracap.id.

2. How can I make a return?
Once your return request has been approved by our representative, you can process the return following the steps below:

• Our Customer Service representative will ask you for a pickup address for our courier partners to pickup the returning item(s)
• Once you have provided our Customer Service representative with a pickup address, we will generate a shipping tracking number and our courier partner will proceed to pickup the returning item(s)
• When preparing for the return package, please use the outer packaging/box as we sent you and cover the product packaging with a sturdy wrapper. It is also suggested to add a “FRAGILE” sticker to avoid improper handling by couriers that may result in damaged boxes as we do not accept any form of return where there is damage to the product and/or the product packaging.
• Our courier partner will pick up the item and deliver it to our warehouse, and our warehouse team will conduct a quick quality check on the item.
• If the product is still intact and fulfils all the return criteria, we will receive the return and process your refund. Our Customer Service team will ask you to provide your bank account details for us to transfer the funds.
• Refunds typically take up to 14 days since we have received the details of your bank account, and once the refund has been processed, we will inform you.

         
3. What are the shipping methods available for product returns?

You may return the products via our delivery partner. If your return request is approved, our Customer Service team will inform you of the delivery partner name and the tracking number for your return shipping.

4. Are we allowed to initiate self-return?
We strongly advise you to contact our Customer Service representative for every return initiation as we cannot guarantee your self-return would be 100% approved/allowed. If the self-return is not approved, we will send the item back to your original address.

5. Where can I read the full return policy?
You can read the full return policy here.

6. Can I request for my item to be exchanged?
Exchanges are only applicable if the item you initially received is wrong or damaged, and we still have the perfect product to deliver. Unfortunately, there may be cases where you receive a wrong/damaged item but we no longer have the correct product to deliver to you. In such cases, we would support the refund of your order instead.
We do not support product exchanges to a different size - if you initially purchase a product with size S and would like to exchange with size M, we would guide you to process the return of the item with size S, and then you may repurchase the item with the intended size.

7. What products cannot be submitted for returns and exchanges?
Requests for returns and exchanges are not applicable for swimwear, underwear (including sports bra), and compression apparels (including leggings & cycling pants). There may be items outside of the category that are not allowed to be returned/exchanged - such information will be available in the product description.

8. Can I return products purchased with a promotion (example: Buy 1 Get 1)?

Unless the product is defective or wrong, all products purchased on a promotional basis are non-refundable.

1. When will I get the refund for my unfulfilled orders?

Unfulfilled paid orders due to any reason will be fully refunded to you following the process below:

• We will send you an order notification email informing you that the order is cancelled
• The cancellation email contains a link for you to provide your personal bank account details
• The refund will be transferred to your bank account within 15 working days after we have received your bank account details
• In case of refund failure due to wrong bank account details, we will reach out to you for revision

2. When will I get the refund for my returned items?
Once we have received the returned items in our warehouse (you can track it via the shipping number provided to you by our Customer Service representative), we will ask for your bank account details for the funds transfer. The refund will be transferred to your bank account within 15 working days after we have received your bank account details.

3. What refund methods are available at neweracap.id?
We will process your refund directly to your bank account details that you provided through our refund form. You cannot go to offline stores to request for refunds of online orders.

4. If a promotion was applied to the item I purchased, how is the refund amount calculated?

Refunds will be processed according to the bill/amount you paid.

1. What promotions are currently available to neweracap.id products?
You can get the information about ongoing promotions through the banners on the website’s homepage. We always provide the most updated information on this page, including the latest product releases and promotion mechanisms.

2. Are the ongoing promotions applicable for all products on the website?
It depends on the terms and conditions of the promotions, several promotions are applicable for all products while the others are applicable for selected products only. We highly recommend you to click on the promotional banners to view the list of applicable products and the terms and conditions of the promotions.

3. Am I eligible to receive the promotions on the website?
Yes, usually promotions shown through homepage banners are eligible for all users. The promotions will be applied when you enter your cart page.
If the promotion terms specifically mention a voucher code, you need to first enter the voucher code in your cart page to enjoy the discount.

4. My voucher code does not work, what should I do?
Please ensure that you are entering a valid voucher code and the promotion is still ongoing. You need to also make sure that the product(s) in your cart is/are indeed eligible for the promotion.
In case of voucher reuse attempt due to an error in processing the payment when the voucher was first used, you can contact our Customer Service representative to have the voucher code reactivated for you. Do note that we only allow voucher code reactivation if we have confirmed that the previous order fails.

5. I did not receive neweracap.id’s online newsletter voucher, what should I do?

You can contact our Customer Service representative and we will help you to check whether you have successfully subscribed, or if there is an issue in generating the code.

1. Where are the locations of New Era Cap retail stores in Indonesia?
You can view the list of our retail stores across Indonesia through our store locator page.

2. Does neweracap.id offer wholesale purchasing?
Yes, we do offer wholesale purchasing but not through the website. You can contact our Customer Service representative to be directed to the related person in charge.

3. Is my personal data stored in neweracap.id secure?
Yes, our website is built on a secure platform that recognizes the importance of data security. You can review our full data protection policy through our data protection policy page.

4. Someone contacted me claiming to be a representative of neweracap.id. How can I confirm the authenticity of the contact?

Our official contact channel is only connect@neweracap.id. If someone contacts you with a personal phone number or email, please disregard the attempt and inform our Customer Service representative as soon as possible.