Frequently Asked Questions

Account Questions

Simply click the icon on the top right of the screen or click here. Tap “CREATE ACCOUNT” and fill in the required fields.

Yes, you do need an account to place an order. Guest checkout is unavailable. Your account includes shipping address and contact details which are required for us to process the order.

If you want to cancel an order, please contact our customer service staff. You may contact us by clicking the message icon on the bottom right of the screen.

Go to ‘Login Page’ in the top left section of the website and click 'Forgot Password?' to reset the password. You will need to verify in the registered email and click the link to reset new password. Your new password will be confirmed. 

Each order is processed separately, for additional items, please place another order.

Payment

We currently accept Visa, MasterCard, AMEX, Union Pay, Alipay, WeChat Pay, and FPS. All orders must be prepaid. 

When you get to your ‘Order Summary’ in your Shopping cart, simply enter your code at the ‘Coupon Code’ section to redeem your offer. These are case sensitive so double check whether letters and numbers are written exactly as seen on your code.

Delivery

Not yet, but we’re working on it. Subscribe to our E-mail Newsletter to be the first to know when this service is launched.

To track your order, click ‘Check Order’(Order Details) in your account, select the order you would like to trace, order information and corresponding tracking number will be displayed. If you experience any issues tracking your order, please contact our friendly customer support team via our Contact Us page.   

For order under HKD600 (After discount), a flat rate of HKD50 will be charged. For orders over HKD600 (After discount), you will enjoy a complimentary delivery to a Hong Kong address selected at checkout!

We generally delivery within 3-7 business days. For more details, please refer to below chart

Commercial and residentials areas - Expected to arrive 3-5 working days;

The outlying island areas - Expected to arrive 4-7 working days.

We currently ship to Hong Kong & Macau only and do not support any P.O. boxes or Logistic warehouse delivery.

Returns

You can send email or click the message icon on the bottom right of the screen to contact our customer service team with your with your order number, contact details, reason for return and an image of the corresponding product. Order number can be found under ' My Account ' and ‘View Order History' / Confirmation sent to your registered email. Our customer support will contact you as soon as possible.

Please make sure your items are returned unused and in the same condition that you have received them. This means items must have all New Era tags and stickers still attached and must be in the original packaging. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address. 

As soon as we receive the returned items, they are going to be reviewed, approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. An admin cost of 50HKD will be charged.

After your order has been reviewed and approved, it will be refunded within 30 business days to the original payment method you used to make your purchase.

We only accept returns from online purchase on neweracap.hk. Items purchased at a retail store are not included. If you have made a purchase from other channels, please contact them directly to arrange a return. 

Unconditional 5 Days Refund Given...:

Please make sure your items are returned unused and in the same condition that you received them. This means items must have all New Era tags and stickers still attached and must be in the original packaging; the surface of the product has no scratches, damage and unwashed. Returns that do not meet our eligibility criteria will not be accepted and will be sent back to your original shipping address. A standard 50HKD admin cost will be charged.

As soon as we receive the returned items, they are going to be reviewed, approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. Shipping cost will be borne by the customer.


Defective Items (Within 7 Days):

As soon as we receive the returned items, they are going to be reviewed, approved or declined by our team based on the eligibility conditions above. We’ll confirm that we have received your returned goods and the status of your refund by email. Shipping cost will be borne by the customer.

Refund Exclusions: 

All products not sold through the website - newercap.hk, underwear, face cover, socks, swimwear and products that are bought during specific offers, promotional events, and or orders that exceed the return period cannot be refund.

Exchange

We can’t guarantee that the item you wish to receive will be available. Instead, we recommend you simply return the item you wish to exchange and place a new order for the replacement item on our website to be sure that we have it in stock.

General

Unfortunately, we do not supply blank headwear, apparel and/or accessories for third party design and/or embroidery/printing. In addition to this, we also don't provide any custom design and manufacturing of caps for external businesses. However here at New Era Cap Hong Kong, we recommend simply enjoying the official league headwear we offer across many teams within the MLB, NBA, and NFL plus our exclusive collaborations including; caps, beanies, accessories, and apparel. For more information, check out our all headwear category.

Our Visor Stickers are part of the branding that tells everyone you’re wearing a genuine, authentic New Era cap and are fixed to the cap’s peak during the manufacturing process. We do not have spare stickers and are unable to supply stickers if yours has been removed. 

We release hundreds of new caps every year to stay at the cutting-edge of fashion trends. This means many of our products are only available while stocks last so if you see something you love, best grab it right away. You are most welcome to explore our site for more exciting items.

The first thing we recommend is to delete your cookies. On most internet browsers, you can do this in the 'Tools' or 'History' menus. Once you've cleared your cookies, close your browser, reopen it and visit our website again. This usually does the trick, however if you're still having problems, please email our customer support team on enquiries.apac@neweracap.com

 

Be sure to include as much detail as you can about the issue and we’ll get onto it. Please include:

- Screenshots of the error

- Which web browser you're using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.

- What you've done so far to try to resolve it 

We also recommend using the following supported browsers for the best shopping experience; Internet Explorer, Chrome, Safari or Firefox.  

New Era Cap Asia Pacific Ltd. reserve the rights of the final decision in case of any disputes.

如有任何爭議,New Era Cap Asia Pacific Ltd. 保留一切最終決定權。