Client Service

FAQs

Shipping

You can contact our customer service team by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com.

Once your order is processed and is on its way, an email with shipping details will be sent to you. If you have any questions on the status of your order, you can contact our customer service team by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com. Note that our fulfillment center only ships on business days, and we do our best to ship out orders as soon as the next business day unless there’s very high volume. Once processed, orders placed with standard shipping (FedEx SmartPost) generally take 7-10 business days to arrive to the customer. Pre-order items are charged at checkout and item(s) shipped at a later date. Further details on pre-order items will be on the product pages. 

We do our best to process orders as fast as possible however, if you wish to change or cancel an order after you’ve submitted it, please contact our customer service team BY CHATTING ONLINE (MONDAY-FRIDAY, 9AM-4PM PST) BY CLICKING ON THE CHAT BUTTON ON OUR WEBSITE, OR BY EMAILING SERVICE@SHOPNEWREPUBLIC.COM and we’ll do our best to find the best solution.

We do our best to process orders as soon as the next business day. However during holidays or promotional periods when there’s higher order volume, we may experience delays in processing your order. Once processed, orders placed with standard shipping (FedEx SmartPost) generally take 7-10 business days to arrive to the customer. For expedited shipping, we offer two FedEx premium options at checkout – Express Saver which aims to deliver in three business days to most areas, and Standard Overnight which aims to deliver next business day to most areas. For expedited shipping, make sure you place the order before 12pm PST for it to be processed in a timely manner.

*Due to COVID-19 restrictions, please expect a delay in processing and shipping times. 

We use various major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout and the carrier will be automatically selected based on the shipping address.

Yes, currently we ship to the following countries:  Australia, Austria, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Spain, South Korea, Sweden, Switzerland, and the United Kingdom. If you have a question about a specific country, please contact our customer service team BY CHATTING ONLINE (MONDAY-FRIDAY, 9AM-4PM PST) BY CLICKING ON THE CHAT BUTTON ON OUR WEBSITE, OR BY EMAILING  SERVICE@SHOPNEWREPUBLIC.COM.

Stay tuned! We hear the overwhelming feedback and we are exploring opportunities to expand our reach!

Sometimes the status of the package is not accurate so we would recommend following up with your local post office or Fedex facility to see if they still have your package. Also, please check with your neighbors and the property around your house as packages can often turn up this way. Please note all items purchased from New Republic are made pursuant to a shipment contract. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.

Size & Fit

Our shoes generally fit true to size regardless of style. However, if you need help determining the right fit or have questions, please contact our customer service team by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com.

For all styles, we offer half sizes from size 7 to 12 and whole sizes from size 12 to 15. If the size you received doesn’t fit, please contact Customer Service to start a return/exchange. You can return/exchange them within 14 days of receipt of your order.

If we don’t have your style and/or size in stock, you can provide your email on the product page to be notified when it’s restocked. We do our best to replenish our inventory quickly. You can sign up on the product page to receive our email updates and be the first to know when we release new product or restock the style in the size you want. 


You can also contact our customer service team by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com.

PRE-ORDER

A pre-order is a purchase for an exclusive item that is not yet in stock. If you have any questions about products that are marked as pre-order items you can contact our customer service team by chatting online (Monday-Friday, 9AM-4PM PST) by clicking on the chat button on our website, or by emailing SERVICE@SHOPNEWREPUBLIC.COM.

All pre-order items will be marked “pre-order” and will have an estimated ship date in the description on the product page. 

The entirety of your order will be held until the pre-order item's ship date and all the items will ship together. If you would like the in-stock item(s) to ship first, please place the orders separately from the pre-order item(s).

The ship date is listed on the product page. If you order additional items along with your pre-order, your items will all ship together on the pre-order ship date. If you have any questions about the shipment of your order you can contact our customer service team by chatting online (Monday-Friday, 9AM-4PM PST) by clicking on the chat button on our website, or by emailing SERVICE@SHOPNEWREPUBLIC.COM.

Purchasing expedited shipping controls the speed of shipping only, not the speed of production and fulfillment. If you choose expedited shipping for a pre-order, it will begin after the estimated ship date, in the order that it was received.

You will have to contact our customer service team by chatting online (Monday-Friday, 9AM-4PM PST) by clicking on the chat button on our website, or by emailing SERVICE@SHOPNEWREPUBLIC.COM.

You will be charged at the time you place the pre-order. 

Product

Our products are made in the highest quality footwear factories in the People’s Republic of China. All styles are carefully handcrafted, using the best materials from established suppliers. At New Republic, our obsession is to deliver the best quality designs at accessible price points to our customers.

We’re moving in that direction. We believe that the future of shoe manufacturing is sustainable. We’re investing very heavily to ensure that we can offer a fully sustainable product through our practices and materials.

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

Returns & Exchanges

We accept returns and exchanges for up to 14 days after the item(s) has been received by the customer. Note that any item(s) marked as Final Sale are not eligible for returns, exchanges or store credit. Any item(s) eligible for return or exchange must be unworn, in the original packaging, with the dust bag. We recommend trying on shoes indoors on a clean surface.

If the shoes are received in a condition with wear or damage, a refund will not be processed, and the item(s) will be sent back to you at the original shipping address. Once we confirm the returned item is in its original unworn condition we will issue you a refund excluding original shipping costs. After the refund is processed it typically takes 5-10 business days for the funds to be fully credited back to its original form of payment.

For domestic orders, we provide prepaid shipping labels to the customer to process a return. The customer has 2 weeks to send back the item(s). For international orders, the customer is responsible for shipping the item(s) back to us.

Please contact our customer service team to assist with any size exchanges and/or returns by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com.

Any item(s) marked as Final Sale are not eligible for returns, exchanges, or store credit.

Domestic (US)

Please reach out to us by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com. Include your order number, the item(s) you are returning, and the reason for the return. A pre-paid return label will be emailed to you separately.  Pack up your unwanted item(s) in the same box, please make sure the item(s) is in original condition with original packaging. Affix the return label and drop off at your local FedEx office or US Post Office.

Once we receive the item(s) and confirm it’s in the same, unworn condition, we will issue a refund for the item(s) excluding any discounts and shipping charges. If the merchandise is worn or damaged, a refund will not be processed, and the item(s) will be sent back to you at the address on file. Please allow 5-10 business days for the funds to be credited back to the original form of payment.

International

Please reach out to us by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com. Include your order number, the item(s) you are returning, and the reason for the return. If you are requesting a size exchange, please specify your new size. Note that international customers are solely responsible for shipping the item(s) back to us. Please make sure to keep a copy of the tracking number for reference. Once we receive the item(s) and confirm it’s in unworn and acceptable condition, we will send the requested size back to you. If the merchandise is worn or damaged, you will be charged for the full amount of the merchandise, and the item(s) will be sent back to you at the address on file at the customer’s expense. If they’re not available, we will then process a full refund excluding any discounts and shipping charges. Please allow 5-10 business days for the funds to be credited back to the original form of payment.

Refunds will be credited to the original form of payment within 5-10 business days of receipt of the returned merchandise as long as we confirm it is in its original unworn condition. You should receive a refund notification by email as soon as it’s been processed. Refunds typically take 5-10 business days to be fully credited back after it is processed. If you have further questions regarding a return, please contact our customer service team.

While it is incredibly rare, if you’ve received a damaged and/or defective item please contact our customer service team within 14 days of item receipt by chatting online (Monday-Friday, 9am-4pm PST) by clicking on the Chat button on our website, or by emailing service@shopnewrepublic.com.

Billing & Payment

Easy! Select your desired Gift Card amount, then add to cart. Check your inbox. You’ll receive the Gift Card email containing the gift card purchase code.

Simply forward the Gift card email containing the gift card purchase code. Forward the email to your recipient. They’ll then be able to use their gift code during checkout.

Gift cards may be used toward any purchase. After an initial purchase, any gift card balance will remain active. All gift card sales are final.

Depending on your location, a state sales tax may be assessed at checkout. If you have any questions, please contact our customer service team.

On international orders, the FedEx shipping fee assessed at checkout encompasses shipping costs plus applicable duties and VAT charges. The duties and VAT charges are determined by the country of residence.

We often hear from customers that discount sites are looking to bait-and-switch customers with inauthentic discount codes. We don’t believe in discounts because we work hard every day to make premium-quality shoes so we can deliver on our highest standards of quality and craftsmanship.

PLEASE NOTE THAT ANY FREE SHIPPING CODE DOES NOT APPLY TO INTERNATIONAL ORDERS. 

We accept most credit cards, PayPal, Apple Pay and QuadPay.

QuadPay’s payment platform gives shoppers the choice to pay for their purchases via 4 simple, interest-free installments. QuadPay empowers shoppers to buy now, pay over time and avoid interest repayments. 

If you need assistance with QuadPay, please email:  support@quadpay.com

For more information on QuadPay, please click the link below: https://www.quadpay.com/how-it-works/

Collaborations

Made-to-order means that the product is made once the order is placed, meaning that only as many products are made as there are orders placed.

If the item is labeled made to order, the item is final sale at the time of purchase. Please reach out directly if you have a sizing question before you place your order. YOU CAN CONTACT OUR CUSTOMER SERVICE TEAM BY CHATTING ONLINE (MONDAY-FRIDAY, 9AM-4PM PST) BY CLICKING ON THE CHAT BUTTON ON OUR WEBSITE, OR BY EMAILING SERVICE@SHOPNEWREPUBLIC.COM.

Masks

Our face masks are solely for general purpose use and are NOT a replacement for medical grade personal protective equipment. The decision to use this mask is solely your own.

Please remember that use of face masks is not intended to replace other recommended measures to stop the community spread of COVID-19, such as social distancing, washing your hands and refraining from touching your face. Face masks are intended for use in public settings when social distancing is difficult to maintain. Follow the latest advice of the CDC and your own health care professionals as to how best to keep yourself safe. Wear with care and the safety of yourself and others combined.

**New Republic makes no claims as to the level of protection that this mask may or may not provide. Our face masks are solely for general purpose use.**

CDC recommends wearing cloth face coverings such as these masks in public settings where other social distancing measures are difficult to maintain (i.e. grocery stores). The CDC also advises the use of simple cloth face coverings to slow the spread of the virus and help people who may have the virus and do not know it from transmitting it to others. 

We’re donating 1,000 masks to our local Los Angeles community, specifically the West LA VA hospital and local senior centers.

Los Angeles, California. We’ve pivoted with our local production partner to manufacture and distribute the masks.

No, there is no metal strip. The masks do fit snugly but comfortably around the nose bridge.

Everyone is unique, but one size fits most. The straps of the mask are rayon spandex, therefore they stretch to fit most.

The masks will begin to ship starting Tuesday, April 14th.

Our No Rush Shipping option delivers typically between 7-10 business days.

Yes, the masks are both reusable and machine washable.

We recommend that you wash before first use. MACHINE WASH COLD. DO NOT BLEACH. DO NOT DRY CLEAN. TUMBLE DRY LOW OR HANG TO DRY TO AVOID SHRINKAGE.

No. For the safety of everyone, the masks are final sale and cannot be returned/exchanged.

PRESS

If you're interested in a potential collaboration, please email press@shopnewrepublic.com.