Returns

Returns and Exchange

We are happy to exchange or refund web ordered goods provided they are returned to us with proof of purchase within 30 days (this applies to both UK and international orders) in a saleable condition with all tags attached. We reserve the right to refuse exchanges/refunds on garments that are visibly worn, marked in anyway, washed, smelling of smoke, aftershave or washing detergents.

We offer free UK returns with Royal Mail. Please re-pack your order and print off a Natterjacks returns label which you can print here. Attach the printed label to the package and take it to your local Royal Mail post office. 

PLEASE NOTE: Free returns are only available on full price items. You are welcome to use the returns portal to return sale items to us, however, you will be charged £4.50 upon receipt of your item(s). This charge still stands for exchanges, whereby you will also be charged the re-shipping charge of £4.50.

PLEASE NOTE: We are unable to allow for free returns on orders whereby two of the same item has been purchased in multiple sizes - orders that fall within this bracket will be charged £4.50 if the free returns portal is used.

If you do wish to return an item(s) using a courier other than the Royal Mail service we provide, we recommend that you use a trackable courier as the customer is liable for all returns. We cannot accept liability for cost or delivery for items returned via any other service than the Royal Mail service we offer.

In the event of a potential manufacturing fault we reserve the right to return the item to the manufacturer for further assessment.

If for any reason a parcel is unable to be delivered by our courier service, it will be held at their depot for your collection. If the parcel is not collected within 3 days, the item is returned to us. 

If you have any problems with any item and it fails to reach the high standard you would expect, or your order is incomplete then you should contact us within 48 hours of receipt. We will investigate any shortages and if they should be our mistake, we will send you the missing item or issue a refund. If however we can not see any mistake on our part we reserve the right not to send a replacement or refund.

With all returns that come back to us for a refund we only refund for the cost of the goods that have come back to us. We do not refund the original postage charge or the return postage charge. Exceptions are, of course, made for items that are faulty or were sent out incorrectly on our part for which you can also use our Royal Mail returns service (UK only).

With regards to packaging, a damaged box for example does not constitute a faulty item. We are selling a product and not the packaging so whilst every effort is made to ensure every part of a customers item reaches them in factory fresh condition we do not accept liability for any damage to packaging or boxing of any products that we sell. We cannot be held responsible for any packaging damaged during transit.

All returns should be sent back to us at this address and should include a note with your name and order number along with what you would like us to do for you:

Natterjacks.com
22a Fife Road
Kingston-Upon-Thames
Surrey
KT1 1SZ
UNITED KINGDOM

Top