FREQUENT ASKED QUESTIONS

ACCOUNT QUESTIONS

HOW DO I CREATE AN ACCOUNT?

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

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

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.

CAN I CANCEL AN ORDER FROM WITHIN ‘MY ACCOUNT’?

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.

HOW DO I RESET MY PASSWORD?

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.

CAN I ADD ITEMS TO MY ORDER?

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


PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED?

We currently accept Visa, MasterCard, JCB, and QR Promptpay. All orders must be prepaid.

HOW DO I REDEEM A PROMOTIONAL CODE?

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

WHERE IS MY ORDER?

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 email. nethailand@bkksw.co.th

DO YOU OFFER SAME DAY OR EXPRESS 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.


RETURNS

HOW DO I RETURN MY ORDER?

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.

WHEN WILL I GET MY REFUND AFTER I HAVE RETURNED MY ORDER?

After your order has been reviewed and approved, it will be refunded within 7-15 business days to the original payment method you used to make your purchase.

DO YOU ACCEPT RETURNS FROM OTHER CHANNELS?

We only accept returns from online purchase on neweracap.co.th. 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.


EXCHANGE

HOW DO I EXCHANGE AN ITEM?

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.

ACCOUNT QUESTIONS

How do I create an account?

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

Do I need an account to place an order?

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.

Can I cancel an order from within ‘My Account’?

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.

How do I reset my password?

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.

Can I add items to my order?

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

PAYMENT

What Payment Methods Are Accepted?

We currently accept Visa, MasterCard, JCB, and QR Promptpay. All orders must be prepaid.

How do I redeem a promotional code?

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

Where is my order?

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 email. nethailand@bkksw.co.th

Do you offer same day or express 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.

RETURNS

How do I return my order?

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.

When will I get my refund after I have returned my order?

After your order has been reviewed and approved, it will be refunded within 7-15 business days to the original payment method you used to make your purchase.

Do you accept returns from other channels?

We only accept returns from online purchase on neweracap.co.th. 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.

EXCHANGE

How do I exchange an item?

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.

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