Refund policy

We hope you love your NSNATCHED piece. If for any reason it’s not quite right, we’re here to help.

You may request a return for eligible items within 14 days of delivery, provided all conditions below are met.

RETURN ELIGIBILITY

To qualify for a return, items must be:

✔ Unworn, unwashed, and unused
✔ Free from stains, makeup, fake tan, deodorant, or perfume
✔ Returned with security tags intact
✔ Requested via our official Returns Portal
✔ Returned in original condition and packaging

Any item that does not meet these requirements may be rejected and returned to the sender.

FAULTY / DAMAGED ITEMS

If your item arrives damaged or with a manufacturing fault, you must notify us within 72 hours of delivery and submit your claim through our Returns Portal, including clear photographic evidence.

Once approved, you will be offered either:

• A replacement (reshipment) of the item, or
• A store credit (gift card) to repurchase

Please note:

• We do not issue refunds for faulty or damaged items
• Items must still be returned if requested as part of the claims process
• Claims submitted outside of the required timeframe may not be accepted

SIZING

We are aware that items can fit differently and urge customers to review our size chart and item description prior to purchasing. The customer care team is always willing to help customers in selecting their size, contact nsnatchedhelp@gmail.com if you are still unsure.

To make an exchange request contact nsnatchedhelp@gmail.com within 14 days from the date you receive your goods. The subject Exchange Request and include your order number. 

Within the email please include the following:

• Your full name 
• The item name you wish to exchange
• The size you originally bought
• The size you wish to exchange
• A brief detailed description of the issue you've experienced.

 Once our customer care team has received all of this information, we will get back to you with a returns address.

 You must return the item(s) back to us within 7 days (UK) and 14 days (International) of receiving the returns address from our customer care team.

We are not responsible for any item(s) unsuccessfully returned back to our office; it is the customer's responsibility to ensure the returns delivery is successful. In the event of an unsuccessful item return we will not be liable to offer an exchange on the item(s).

 Please be aware all items will be inspected upon return. Items must be undamaged and in its original state of packaging, including tags. NSNATCHED reserve the right to refuse an exchange on items not returned in the required state.

 Once your returned item has been received, allow up to 7 working days for the exchange to be processed and shipped out to you. Please note exchange requests are subject to size availability. In the case where your requested size is out of stock, an electronic store credit will be sent to the email address you used at checkout.

All sale items are final sale and are non-refundable. We do not offer refunds, exchanges, or store credits for items purchased at a discounted price during a sale event. It is the customer's responsibility to carefully review their purchases before completing the transaction. We encourage customers to reach out to our customer service team with any questions or concerns prior to making a purchase. However, in the rare event that an item arrives damaged or defective, please contact us within 14 days of receiving your order, and we will work with you to find a satisfactory resolution. Thank you for your understanding and for shopping with us.