Refund Policy

Return & Refund Policy

We want you to be genuinely happy with what arrives. If something isn't right, we'd rather hear from you than have you live with it — so here is exactly how returns and refunds work at Natalietatum, in plain language.

You have 30 days from the day your order arrives to let us know you'd like to return it. If that window has passed, we're unfortunately unable to accept the return.

Condition We Can Accept

To qualify for a return, the product must be unused and in the same condition it reached you in — with all tags still attached and in its original packaging. Proof of purchase, such as your order number, is also required.

If you're not sure whether something still counts as unused, send us a photo before you pack it up and we'll tell you honestly.

How to Start a Return

Email us at support@natalietatum.com with your order number and a short note about why the item isn't working out. Once we've reviewed and approved your request, we'll send step-by-step instructions along with the correct return address.

Please don't ship anything back before requesting a return. Packages sent without prior approval can't be accepted, and we'd hate for a parcel of yours to end up somewhere we can't trace it.

Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives. If anything is damaged, faulty, or you've received the wrong product, get in touch straight away and send photos of the issue within 48 hours of delivery so we can look into it while the carrier record is still fresh.

Every order we send is insured in transit, so a damaged parcel is our problem to solve, not yours. Depending on the situation we'll arrange a free replacement or a refund after reviewing the details — and you won't be asked to pay return shipping. If a fault only becomes apparent later, contact us within the 30-day window and we'll still review it.

Items That Can't Be Returned

A few categories of products fall outside our return policy, including:

Custom-made or personalised orders
Perishable goods such as food, flowers or plants
Personal care and beauty products
Hygiene items, for example socks or underwear, unless still sealed and unused
Hazardous materials, flammable liquids or gases
Items returned used, damaged, or without their original packaging
Sale items and gift cards

If you're unsure whether your item qualifies, please ask us before purchasing rather than after — we'll give you a straight answer.

Exchanges

The quickest route to the item you actually want is to return the original product and, once that return is approved, place a fresh order for the replacement. That way your replacement enters our normal 1 to 2 business day processing straight away, instead of waiting for the returned parcel to reach us first.

Order Cancellations

You're welcome to cancel an order within 1 hour of placing it — email us and we can usually stop it before it enters processing. Orders are prepared within 1 to 2 business days, so after that first hour there's a real chance it's already been packed. If it has already shipped by the time you reach out, simply follow the standard return process once the package arrives.

Lost or Undelivered Orders

Orders take roughly 5 to 8 business days in total: 1 to 2 business days to process and 4 to 6 business days in transit with DHL, FedEx or UPS. Shipping is free on every order, to both the United States and the United Kingdom.

If tracking stalls or your order never turns up, let us know and we'll open an investigation with the carrier. Should the parcel not be located, we'll offer you a full refund or send a replacement — your choice.

Return Shipping Costs

Faulty, damaged or incorrect items: no return shipping cost to you — we cover it.

Change of mind: if you ordered the wrong item, it doesn't fit, or you simply no longer want it, the cost of return shipping is the customer's responsibility. Please keep proof of postage either way, as it protects both of us if the parcel goes astray.

We apply no restocking fees on returns.

Refunds

Once your return reaches us we'll inspect it and email you to confirm whether the refund has been approved. If it's approved, the refund is issued automatically to your original payment method, typically within 10 business days of approval.

Charges appear as NATALIETATUM on your statement, so that is the line your refund will sit against. Refunds go back to the card or account used for the original purchase, so we're unable to redirect one to a different card or account. Your bank or card provider may also need a further few days to post it on their end.

If more than 15 business days have gone by since your refund was approved and you still haven't seen it, please contact us at support@natalietatum.com and we'll chase it with you.

Your Legal Rights

Nothing in this policy limits or affects any statutory rights you may be entitled to under applicable law. Where the consumer law that applies to you gives you more than this policy offers, that law takes precedence.

Contact Us

A real person reads every message. Tell us your order number and we'll take it from there.

Email: support@natalietatum.com
Phone: +1 (319) 422-4556
Customer service hours: Monday to Sunday: 8 AM (MT) - 5 PM (MT)
Average response time: within 12 hours