RETURNS POLICY
CHANGING OR CANCELLING AN ORDER
Can I change or cancel my order?
If the item you have ordered is in stock, we try to generally process and send out your order quickly, so it may not be possible to make amendments or cancel your order.
If the item you have ordered is a personalised, pre-ordered, bespoke, commissioned or specially made item and we have started work on the item, again it may not be possible to make amendments or cancel your order.
If you do change your mind, which we really hope you won’t, then our best advice is to get in touch with our Customer Care Team immediately.
You can contact our Customer Care Team by email at customercare@natashao.co.uk and they will be able to advise you as what action can be taken.
If your order has already been despatched, then please return it to us within 14 days of receipt by following the steps in our Returns section below.
RETURNS
Can I return an item?
If it’s less than 14 days since you received your purchase, then yes.
We will be happy to offer you an exchange or refund within 14 days of receipt of your purchase. This includes items purchased in the sale or with a promotion code but excludes the following non-returnable/non-refundable items: (i) earrings for reasons of hygiene; (ii) personalised items; (iii) bespoke pieces, commissioned or specially made items, (iv) pre-ordered goods, and (v) gift cards.
How do I return the items?
All returns must returned safely and securely to us (as set out under the “Where do I return the items?” section below) within 14 days of receiving your Returns Authorisation number and be accompanied by a copy of your proof of purchase and a valid Returns Authorisation number.
Please make sure your items are returned in their original condition and in their original packaging in order for us to process an exchange or refund.
Please note that many of our items are limited edition and therefore we are only able to offer exchanges if we have available stock. In the event we are unable to fulfil an exchange, we will provide you with a refund.
How do I get a Returns Authorisation number?
Please email customercare@natashao.co.uk, stating your name, order number and reason for return or exchange, within 14 days of receiving your items to request a Returns Authorisation number.
Where do I return the items?
To return your items once you’ve received the Returns Authorisation Number, please send them to:
Customer Care Team
c/o Natasha O. Jewellery
89 Marguerite Drive,
Leigh-on-Sea,
SS9 1NN,
United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. These costs are non-refundable.
If you are shipping an item valued over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How long does it take to process a refund?
Once your returned item is received by us, we will inspect the item before sending you an email to let you know that we have received the item as well as notifying you of the approval or rejection of your refund or exchange.
If approved, your refund will be processed, and a credit (minus the basic delivery charges if applicable) will automatically be applied to the original method of payment within 30 days.
There is often some processing time before a refund is credited. If you have checked with your bank and you still have not received your refund within the 14 days of us receiving the goods, please contact us at customercare@natashao.co.uk.
There are certain situations where no refunds or only a partial refund are granted (if applicable) including but not limited to goods with obvious signs of use, not in their original condition or packaging; any items that are damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery will not be eligible for a refund.
ANY OTHER QUESTIONS
Who do I contact if I have a question about cancellations, returns or exchanges that hasn’t been answered above?
Our Customer Care Team are here to help so if you have any questions about our cancellations, refunds, returns or exchanges policies that we haven’t answered above, then please drop us an email at customercare@natashao.co.uk.m
