There are two reasons why items may be missing from your order: 

1. Your order's total weight exceeded weight limits.

When the total weight of items in your order exceed shipping weight limits, we may split your order into multiple packages and ship them separately. This way, you can get a part of your order quickly, and the remaining items in your order will be shipped to you as soon as they are processed.

You can see whether your order got split into multiple packages, by logging into your NewSeed account, clicking 'Orders' then clicking the order you wish to view. 

2. Items went missing when your order was being packed or transported.

If your order is missing an item, which isn't scheduled to be sent to you in an upcoming package, you may follow the steps below to request a refund:

• Using Mobile Browser
  

While on the NewSeed website through your mobile browser, tap the menu icon in the upper left corner to reveal the menu bar. Select 'Contact Us.' Click on the icon located in the lower right corner to start a conversation with our customer support team.

• Using a Computer Browser
  

When browsing our website on a computer, you can easily spot the 'Contact Us' icon in the lower right corner of the webpage. Simply click on this icon to initiate contact with our customer support team.

Once you've contacted our customer support team using one of the methods above, please inform them that you are experiencing a missing item issue and provide your order number. Our dedicated team will work diligently to address your concern and assist you with the missing item promptly.

To ensure a smooth delivery experience, please note that address changes can only be made before your package is packed.

Customers who wish to manually change their address should follow these steps immediately:

Address Modification Policy

• Before Placing an Order:
  Customers can update or change the shipping address directly before completing the checkout process.
  
• After Placing an Order:
  Once an order has been placed, the shipping address cannot be changed by the customer directly. If you need to update your address after placing the order, please contact our Customer Support team. We will do our best to assist you with the modification.
  
• Important Notice:
  Address changes are only possible before the order has been shipped. Once the package has been dispatched, we are unable to make any modifications to the shipping address.
  

Important Details

Please note that changes to Country/State/Province/Shipping method are not allowed post-order placement to avoid potential variations in shipping fees.

A Helpful Tip

If your order has already reached its destination country and you need an address change, track your package and contact the local courier. They can assist in redirecting the delivery to your preferred address. Thank you for your cooperation in ensuring accurate and timely deliveries!

Cancel Order Operation

Eligibility

Web Customers

• Once your package has been packed and shipped, you cannot cancel it.
  
• After placing an order on the NewSeed website, you have 10 minutes to cancel your order.
  

During this period, your account will not be charged, and your order will not be processed or shipped.

After 10 minutes, the order amount will be automatically debited from your account and the order will be processed and shipped immediately. In this case, you cannot cancel your order yourself. You can contact our customer service team to cancel your order.

(Please note that customer service typically cancels orders within 12 hours of order placement. If you exceed this time, your order will be scheduled for shipment and cannot be canceled.)

How To Cancel - NewSeed Account

• Login to your account
  
• Find your order
  
• Enter order details, select "Cancel Order" After completing the cancellation process, you will receive an email confirmation. Once we receive and process your cancellation request, you will be issued a refund.

How To Cancel - Guest Checkout

• Please contact our manual customer service to handle it for you.

Limitations

• Orders can't be canceled after the order has shipped.
  
• Orders can't be canceled if outside of the cancellation window.
  
• Once a cancellation request is processed, it cannot be reversed.
  
• Part of an order cannot be cancelled. If you wish to cancel some items, the whole order must be cancelled.
  
  

Trouble Finding Your Confirmation or Order Number? Follow These Steps:

Check Your Spam or Junk Folder

Emails occasionally end up there by mistake, so please review these folders.

Contact Our Customer Support

If your confirmation or order number remains elusive, don't worry. Simply contact NewSeed's customer support for quick assistance here. We're ready to help you swiftly retrieve your order details or assist you in locating them.

Troubleshooting Checkout Issues

If you're encountering difficulties while trying to place an order, we understand your frustration. Here are some troubleshooting tips to help resolve the issue: 

• Verify Checkout Details
  

Confirm that all details entered during checkout are accurate. Input your shipping address using English letters only, excluding special symbols (#, *, etc.). If the postal code or phone number is causing issues, try entering it without any spaces.

• Explore Different Payment Methods
  

Consider using a different payment method available in your country. We recommend Paypal, a secure and convenient payment service. Visit Paypal to explore its features.

These steps usually resolve the issue, but if problems persist, please don't hesitate to contact us.

Size-Dependent Pricing

Prices may vary based on the size of the item ordered.

Promotional Influence

Product prices are affected by promotional activities conducted at different times.

Important Note on Sale Items

For items previously on sale or currently on sale, ordered prices are specific to the sale period and may differ.

Price Change Policy

Prices are subject to change based on the rate effective on the day of your checkout. Unfortunately, adjustments cannot be made to orders already placed, and we are unable to process refunds for any price differences.

Before placing an order, we kindly remind you to double-check that the selected country and currency are correct to ensure a smooth purchasing process.

Step 1: Click the item, and select the right size/color, then click "add to Bag".

Step 2: Go to "My bag" to proceed with check out.

Step 3: Order Summary and Checkout.

Details of the order summary: On this screen, you can delete the products by clicking on the "remove" icon or, add quantity by clicking on the "Drop Down" icon.

Step 4: Confirm and pay.

After selecting the payment method, click 'Confirm and pay' directly to submit the order.

We understand that having your order canceled can be confusing or frustrating, and we sincerely apologize for any inconvenience this may have caused. Here are some of the most common reasons why an order might be canceled. 

Common reasons for order cancellations (but not limited to):

• The system detected unusual or incomplete information (e.g., an undeliverable address);
  
• The order did not pass our internal review process, which helps ensure transaction security and compliance;
  
• The item became out of stock before the order could be processed;
  
• A technical issue occurred during order placement or payment was not completed.
  
  

Available payment methods

We support a variety of convenient and secure payment methods, including:

1. Credit/debit card
   
2. PayPal
   
3. Cash on Delivery (COD) is not available in any country
   
4. And popular local payment channels in some regions, such as: Klarna, AfterPay, Apple Pay, etc.
   You can view the available payment options on the checkout page, and the system will automatically display the supported methods based on your country/region.

Data security

Please rest assured that all payment information is transmitted through an encrypted channel.
We will not store the complete card number information, nor will we provide any of your sensitive data to unrelated third parties.
We are committed to creating a safe and reliable shopping experience for you.

Payment restriction reminder

Some payment methods may be temporarily restricted by the system in the following situations:

1. Multiple payment failures
   
2. Abnormal order information or high-risk prompts
   It is recommended that you try other payment methods at this time, or contact customer service for help.
   

Explanation of Fees and Risks

If additional fees or delayed payment are incurred by banks or third-party payment channels during the payment process, we may not be able to directly control it, but we will try our best to assist you in inquiring and handling related issues.
At the same time, if the system detects abnormal transactions, fraudulent behavior or illegal operations, the platform has the right to take necessary measures including suspension and cancellation of orders to ensure transaction security.

If you attempted to pay by credit card at checkout but the payment was unsuccessful, please don’t worry — this is quite common and is usually caused by one of the following reasons:

Common Reasons:

1. Incorrect card information entered
   Please double-check that the card number, expiration date, and CVV security code are all entered correctly.
   
2. Insufficient balance or transaction limit reached
   Some banks set a daily or per-transaction spending limit. We recommend contacting your card issuer to confirm and adjust your limits.
   
3. Bank or risk control system blocked the transaction
   If you have experienced multiple recent payment failures, your bank may have temporarily disabled online payments for security reasons. You can contact the bank to lift the restriction or try using a different card.
   
4. Bank restrictions on cross-border/foreign currency transactions
   Some banks default to disabling international or foreign currency payments. Please check with your bank to ensure cross-border payment permissions are enabled.
   

Suggested Actions:

• First, please check that your credit card information is correct.
  
• Contact your issuing bank to check for any payment restrictions, limit issues, or risk controls.
  
• If the matter is urgent, try using PayPal, Apple Pay, or another available method to complete the payment.
  
• If the issue still persists, please send a screenshot (including the error message and order information) to our support email at support@newseed.shop, or contact customer service directly. We will assist you as soon as possible.
  

Welcome to using PayPal for secure and convenient payments! Below are detailed steps to guide you on how to use PayPal to complete a payment on our website.

Prerequisites

• You need a valid PayPal account. If you don’t have one, please visit the PayPal website to sign up.
  
• Ensure your PayPal account is linked to a valid payment method (such as a bank card or credit card).
  
• Confirm that your account balance or linked payment method has sufficient funds for the transaction.

Payment Steps

1. Select Products or Services
   Browse our website, choose the products or services you wish to purchase, and add them to your cart.
   
2. Proceed to Checkout
   Click the “Checkout” or “Buy Now” button to go to the payment page.
   
3. Choose PayPal as Payment Method
   On the payment options page, select “PayPal.” You will see the PayPal logo.
   
4. Log in to Your PayPal Account
   You will be redirected to PayPal’s login page. Enter your PayPal account email and password to log in.
   Note: Ensure you are logging in on the official PayPal website to avoid entering information on unofficial pages.
   
5. Confirm Payment Details
   After logging in, you will see the order details, including the amount and recipient information. Choose your preferred payment method (e.g., account balance, linked bank card, or credit card).
   
6. Complete the Payment
   Click “Pay Now” or “Confirm Payment” to finalize the transaction. PayPal will process the payment and redirect you back to our website.
   
7. Check Order Status
   Upon successful payment, you will see an order confirmation page on our website and receive a confirmation email. You can also view payment details in the “Transaction History” section of your PayPal account.
   

Frequently Asked Questions

1. Can I use PayPal without an account?

In some regions, PayPal offers a “Guest Checkout” option, allowing you to pay directly with a credit or debit card without registering. Select PayPal on the payment page and click “Pay with a Credit or Debit Card.”

2. What should I do if the payment fails?

If the payment does not go through, please check the following:

• Ensure your PayPal account has sufficient balance or a valid linked payment method.
  
• Verify that your internet connection is stable.
  
• Confirm that you entered the correct account information.
  If the issue persists, contact PayPal Customer Support .

3. Is the payment secure?

PayPal uses advanced encryption and fraud protection measures to ensure your payment information is secure. Additionally, our website uses SSL encryption to protect your transaction data.

What Is Store Credit?

• Store Credit is a special payment tool offered by NewSeed, which can be used as cash when making purchases on our website or app.
  
• When you receive Store Credit, it will automatically be added to your NewSeed account. During checkout, you can choose to apply your available Store Credit balance to partially or fully pay for your order.
  
• The value of Store Credit is equal to cash at a 1:1 ratio.
  This means 1 unit of Store Credit equals 1 unit of your local currency when used at checkout.
  

How do I get store credit?

Store Credit is most commonly issued in the following situations:

• When you receive a refund for a returned item and choose “Store Credit” as the refund method.
  
• As a form of compensation for order issues or delays.
  
• During certain promotions or special customer care programs.

The following are the payment currencies currently supported by Newseed.

Click here.