If you receive an order that is not correct (garment in wrong size, colour etc) it must be reported either by phone or e-mail within 7 working days and we will inform you of what you have to do
Returns and Exchange
All the offered items for sale on the Natterjacks.com site come from top quality brands and Natterjacks.com is completely confident that you will be satisfied with any item that you purchase.
The Natterjacks.com Store is 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 swing 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 or quite simply not up to the standard the item was sent out in.
We offer free UK delivery with Royal Mail which is a Tracked 48 Hour service. 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. Within 24 hours of receiving your return we will email you confirming receipt. We aim to process returns within 48 hours so you will receive another email once your item has either been re-dispatched or a refund has been processed.
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 £4.00 upon receipt of your item(s). This charge still stands for exchanges, whereby you will also be charged the re-shipping charge of £4.00. This charge also stands if the majority of a large order is returned to us.
PLEASE NOTE: Natterjacks 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 £4.00 if the free returns portal is used.
PLEASE NOTE: Natterjacks reserves the right to charge the standard £4.00 return fee if we feel as though the Free Returns policy has been abused. This includes and is not limited to returns whereby the return of an item (or items) would disqualify the original order from the £80 free shipping threshold. When this policy breach occurs, the originally quoted and discounted carriage price (at the discrepancy of Natterjacks) will be taken away from the refund total.
PLEASE NOTE: Natterjacks reserves the right to discount the free shipping applied to an outgoing order if a returned item means that order would not have qualified for free shipping originally. If your returned item brings the original order below £80 your refund will be less the free shipping amount. This includes and is not limited to returns whereby the return of an item (or items) would disqualify the original order from the £80 free shipping threshold. When this policy breach occurs, the originally quoted and discounted carriage price (at the discrepancy of Natterjacks) will be taken away from the refund total.
The Natterjacks.com store cannot accept responsibility for loss or damage to returned goods whilst in transit. In the event of a potential manufacturing fault we reserve the right to return the item to the manufacturer for further assessment.
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.
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. You can return any unsuitable items to us so that we can replace them. If an item being returned for exchange is to be sent back to you, we reserve the right to charge you the subsidised amount of GBP4.00 for shipping in the UK. For international customers the rate for shipping of the exchanged item will depend on size and weight. These terms and conditions do not affect your statutory rights as a consumer.
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:
22a Fife Road