What is Natkina’s exchange policy?
Natkina has a 14 day Exchange policy. Customers can exchange unused items in their original condition within 14 days of receiving them. First, contact Customer Service to get the correct exchange address.
How can customers contact Natkina’s customer service team?
Customers can email iryna.makushyna@natkina.com for help. It’s important to reach out before sending any returns. The team can provide guidance on exchanges, refunds, and other order-related questions.
What are the main return and exchange conditions?
Items must be in original condition, unused, and free from scratches or damage. They should not be resized or altered in any way. Returns must use a tracked delivery service. Unauthorised returns sent without prior contact will not be processed.
How long do customers have to request a return?
Customers must request a return or exchange within 14 days of receiving the order. Items received after this period will not qualify for a refund or exchange.
Are there any non-refundable items?
Yes, some items cannot be returned. Personalised pieces and jewellery without tags are non-refundable. Items that have been worn, damaged, or altered will also be refused and returned at the customer’s expense.
How are refunds processed?
Refunds are processed within five days after the returned package is received. The refund will go back to the same payment account used for the purchase. Express shipping fees are non-refundable and will be deducted from the total refund amount.
What should be included when returning items?
All original packaging and promotional gifts must be included. If promotional items are missing, their value will be deducted from the refund. Always include the tracking number when returning an order to ensure smooth processing.
What is the cost and timeline for UK delivery?
UK Standard Delivery costs £10 and usually arrives in three to five working days. Deliveries to areas outside mainland postcodes may take one or two days longer. Every order includes a tracking number for easy delivery updates.
Does Natkina offer delivery to Europe?
Yes, delivery to Europe is available for €25. This cost does not include import duties or local taxes, which are the buyer’s responsibility. Customers should provide a contact number to help the courier arrange smooth delivery.
What happens if no one is available to receive the delivery?
If no one is available to sign for the order, it will be taken to the nearest delivery office. Customers can collect it in person or arrange for redelivery at a convenient time.