RETURNS
Our pieces are fit for purpose and made to endure, they are beautiful and created specially for you to feel confident in.
If you're unsure about how the material would feel, its colour, and whether it'll suit your skin tone; then we recommend ordering a Fabric Swatch Card before purchasing.
Also prior to ordering, if you have any general questions or specific to size/fit then please message us online via chat or email info@natalijathelabel.com.au.
We envision a greener future without the environmentally devastating effects of clothing waste.
We are also mindful that shopping online can be challenging, and if you are not completely happy you can return or exchange your unworn, unwashed, undamaged item(s) within 14 days of delivery. Returned item(s) must include the original packaging and tags, and be in the same (resalable) condition as when it was received. We reserve the right to charge fees associated with processing.
Yes! You can return your made-to-order piece as long as there has been no additional customisations made (apart from the standard options available online); and it adheres to the conditions in our return policy above.
If you're still unsure, then please message us online via chat or email info@natalijathelabel.com.au.
Please contact customercare@natalijathelabel.com.au and provide your order number, item(s) you wish to return and reason for return. Item(s) returned without approval from NATALIJA will not be accepted. Please note that NATALIJA is not responsible for return shipping fees. We recommend using a registered and trackable method of return shipment and we do not accept liability for lost returns.
Once we receive your return, your refund will be processed as soon as possible, though please allow 5-10 business days for your credit to be issued. We will send you an email when this transaction is complete. Your bank may require additional days to process the money to your account. Please note that any shipping and/or duties charges on international orders that may incur are not refundable.
A store credit is a dollar amount that is available for you to use towards a future purchase at NATALIJA in a form of a unique code. It is generated from returning your full priced, eligible item(s). When you return and request a store credit, we will pay for return shipping and provide you with an additional 10% value on the original purchase price. For example, if your item(s) was $200, we will provide a store credit value of $220 to redeem online at checkout. Please note store credits are valid for 12 months (from date of issue) and not refundable or redeemable for cash.
The only items excluded from our returns policy are sale and bespoke items, as well as our fabric swatch cards. All are considered final sale and are not eligible for return or exchange.
If for some reason, you feel there is an issue with your bespoke garment, then please this must be raised with us within 5 business days of receiving the item. Where possible we will work with you to find the best possible solution.
We ensure every garment is made with great care and is inspected before sent. If for some reason, you feel as though the item is faulty, please email customercare@natalijathelabel.com.au with 3-4 photos of the item(s), along with your order number and we will contact you with any next steps.
Yes, if you have changed your mind and would like to cancel an order, please contact us as soon as possible customercare@natalijathelabel.com.au with your request and order number. Please note that orders which have already been shipped cannot be cancelled and will need to follow the appropriate return procedures.
We're happy you want to have a positive impact on our world as much as we do.
Read our post on the Journal here, and get an insight into the unsustainable costs of online returns.