Frequently Asked Questions
Everything you want to know before you order — shipping, sizing, returns and refunds. If your question isn't here, email us at NTGStudio001@outlook.com and a real person will reply within 24 hours, Monday to Friday.
Ordering & Payment
What payment methods do you accept?
PayPal, Visa, Mastercard, American Express, Discover, Apple Pay and Google Pay. Checkout is encrypted end to end, and we never see or store your card details.
Can I change or cancel my order?
Yes — as long as it hasn't shipped. Email us with your order number and tell us what you'd like to change. Most orders leave our hands within 1 business day, so please write to us as soon as you can.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account simply makes it easier to track orders and start a return later.
Shipping & Delivery
How much is shipping?
Free on every U.S. order — no minimum, no code. Free U.S. shipping is a limited-time offer through December 31, 2026.
When will my order arrive?
In-stock items are dispatched within 1 business day. U.S. delivery then takes 5–7 business days. If an item needs a stock transfer we'll email you, and it will be dispatched within 2 business days.
Do you ship outside the United States?
Our store is set up for U.S. delivery. If you're outside the U.S. and would like to order, email us first with your address and we'll confirm whether we can ship to you and what it would cost.
How do I track my order?
You'll receive a tracking email as soon as your parcel is dispatched. If the email hasn't arrived within 24 hours of dispatch, send us your order number and we'll send the tracking link directly.
My tracking hasn't updated for a few days. Should I worry?
Carriers sometimes go quiet between scans. If there's been no movement for more than 3 business days, email us — we'll chase it on your behalf. If a parcel is lost or ends up undeliverable, we'll reship it or refund you in full, your choice.
Discounts & Promotions
How does "Buy More, Save More" work?
10% off when you buy 2 items, 15% off when you buy 3, and 20% off when you buy 4 or more. The discount is applied automatically in your cart — there's no code to enter and nothing to claim.
Can I combine it with a coupon code?
The Buy More, Save More discount is applied automatically and cannot be combined with other discount codes.
Is free shipping permanent?
Free U.S. shipping is a limited-time offer through December 31, 2026. If anything changes, we'll post it on the announcement bar at the top of the site before it takes effect.
Sizing & Fit
How do I know which size to order?
Most product pages include a size chart with measurements in inches alongside the matching U.S. size, plus a short note on how the garment is cut. If a product doesn't show a chart, email us your height, weight and the size you normally wear, and we'll tell you exactly which size to choose.
Do your sizes run true to size?
Yes, with one thing worth knowing: our knitwear and outerwear are cut with a little extra room so they layer comfortably. If you're between two sizes, size up for a relaxed fit or size down for a closer one.
The size chart doesn't match my measurements.
Send us your bust or chest, waist and hip measurements, plus your usual size in other brands. We'll match you to the right size — and if it still isn't right when it arrives, returns within 14 days are on us.
Will the color look exactly like the photos?
We photograph our pieces in natural light and don't retouch the color. Screens do vary slightly, so expect a very close match rather than a pixel-perfect one.
Returns & Exchanges
What is your return window?
30 calendar days from the date of delivery. Items must be unworn and unused, with the original tags attached and in their original packaging. Your order number or order confirmation email is enough as proof of purchase — you don't need a printed receipt.
Who pays for return shipping?
If you start the return within 14 days of delivery, we do — we email you a free prepaid label, whatever the reason. Between day 15 and day 30, return shipping is covered by you, and we can arrange a discounted prepaid label on request. If the item is faulty, damaged or the wrong one, we cover everything, at any time.
How do I start a return?
Email NTGStudio001@outlook.com with your order number and the reason for the return. We'll send you a return authorization (RA) and the return address. Please wait for the RA before shipping anything back — we're unable to track or refund parcels that arrive without one.
Where do I send my return?
Returns go to our U.S. returns address in Cranbury, New Jersey. We'll include the full address with your RA email.
Can I exchange for a different size or color?
Yes. Within 14 days of delivery we cover the return label and you cover the outbound shipping on the replacement. Between days 15 and 30, you cover both. Exchanges are subject to stock availability.
What if my item arrives damaged or incorrect?
Email us a photo within 30 days of delivery. Once we've confirmed the issue, you choose a replacement or a full refund — and we cover shipping both ways.
What can't be returned?
Personalized or customized items, gift cards, and anything that has been worn, washed or altered, or is missing its tags or original packaging.
Refunds
How long does a refund take?
We email you as soon as your return arrives and has been checked. Approved refunds are issued to your original payment method within 5 business days. Your bank may then take a further 3–5 business days to post it. If your refund hasn't appeared within 20 business days of our approval email, contact us and we'll chase it for you.
Products & Care
How should I care for my knitwear?
Machine wash cold with similar colors, do not bleach, and hang dry to keep the shape. Always check the care label on the item itself for anything specific to that piece.
Are your shoes suitable for wide feet or arch support?
Many of our styles are built with a wide toe box and cushioned arch support. Each product page lists the toe shape, insole and outsole under Specifications, so you can check before you buy. If you're unsure, email us your usual shoe size and width and we'll point you to the right pair.
Will sold-out items be restocked?
Some pieces do come back. Email us the item and the size you need and we'll let you know whether it's returning — you'll be the first to hear when it does.
Still Have a Question?
Email NTGStudio001@outlook.com. A real person — not a bot — replies within 24 hours, Monday to Friday, 9:00 AM to 6:00 PM ET. If something isn't right with your order, tell us and we'll make it right.