Shipping policy
NSNATCHED SHIPPING, RETURNS & REFUND POLICY
Welcome to NSNATCHED
We're committed to providing a smooth shopping experience from checkout through to delivery, returns and aftercare.
By placing an order with NSNATCHED, you confirm that you have read and agreed to this Shipping, Returns & Refund Policy.
PROCESSING TIME
Orders are normally processed within 1–2 business days Monday to Friday.
During new product launches, promotional events, public holidays or periods of exceptionally high demand, processing may take longer.
Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.
Where appropriate, orders containing multiple items may be shipped separately. If this happens, you'll receive tracking details for each shipment.
SHIPPING
UK Standard 3-5 working days £3.99
UK Express 1-2 working days £5.99
Europe Standard 2-4 Working Days £10.99
International 5-7 working days £19.99
International Express 2-3 Working Days £25.99
RETURN ELIGIBILITY
To qualify for a return or exchange, items must:
- Be requested within 14 days of delivery.
- Be unworn, unwashed and unused.
- Be free from stains, makeup, fake tan, perfume, deodorant, pet hair or other marks.
- Have all original product tags and security tags attached.
- Be returned in their original condition and packaging.
Items returned without approval, sent to the incorrect fulfilment centre or failing to meet these requirements may be refused.
EXCHANGES
Exchanges are available only where offered through our Returns Portal and are subject to:
- Product eligibility
- Stock availability
- Country availability
- Successful inspection of the returned item
Replacement items are not reserved until your original item has been received and approved.
If your requested item is unavailable, Store Credit may be issued instead.
SHIPPING COSTS
Return shipping costs are the customer's responsibility unless:
- We sent the incorrect item.
- We confirmed a fulfilment error.
- Your item has been confirmed as faulty.
- We agreed in writing to cover the return shipping costs.
Original shipping charges, upgraded delivery services and return shipping costs are non-refundable unless required by applicable law.
FINAL SALE
Items marked Final Sale cannot be returned or exchanged.
This includes selected products purchased during Black Friday, Cyber Monday or other promotional events where the promotion or product has been clearly identified as Final Sale.
Nothing in this policy affects your statutory rights where an item is faulty, damaged or not as described.
DISCOUNTED ITEMS
Items purchased at a discounted price, including purchases made using discount codes or site-wide promotions, are not eligible for a refund to the original payment method.
Where an eligible discounted item is accepted for return, Store Credit will be issued as a NSNATCHED Gift Card.
This does not affect your statutory rights relating to faulty or incorrectly supplied goods.
FAULTY OR DAMAGED ITEMS
We take great care to ensure every order leaves our fulfilment centre in excellent condition. If you believe your item has arrived damaged or has a manufacturing fault, please notify us within 72 hours of delivery.
To help us assess your claim, please provide:
- A photograph of the complete item.
- Clear photographs of the damaged or faulty area.
- Product and security tags.
- The original product packaging.
- The outer shipping packaging (where applicable).
- The shipping label (where applicable).
- Any additional information or photographs requested by our Customer Experience team.
Once your claim has been reviewed, we may:
- Replace the item.
- Issue Store Credit in the form of a NSNATCHED Gift Card.
- Request that the item is returned for further inspection before making a final decision.
Claims submitted outside the required timeframe or without sufficient supporting evidence may be declined.
Nothing in this policy affects your statutory rights where goods are faulty or not as described.
LOST, STOLEN & COURIER ISSUES
If your parcel appears to have been delayed, lost, misdelivered or delivered incorrectly, please contact us as soon as possible.
To help us investigate, customers may be asked to complete our Courier Delivery Assistance Form and provide additional information, including:
- Confirmation of the delivery address.
- Confirmation that neighbours, reception areas or designated safe places have been checked.
- Photographs, CCTV footage or other supporting evidence where available.
- A signed declaration confirming that the parcel has not been received.
- Any additional information requested by NSNATCHED or the courier.
Courier investigations are carried out in partnership with the delivery provider and may take several business days to complete.
Following the outcome of an investigation, NSNATCHED may, at its sole discretion:
- Replace the order.
- Issue Store Credit in the form of a NSNATCHED Gift Card.
- Decline the claim where sufficient evidence confirms successful delivery.
Refunds are not automatically issued for courier delays, lost parcels or delivery disputes.
CUSTOMER SUPPORT
If you need assistance with your order, our Customer Experience team is here to help.
Email: nsnatchedhelp@gmail.com
We aim to respond to all enquiries within 24–48 hours, excluding weekends and public holidays.
AGREEMENT
By placing an order with NSNATCHED, you confirm that you have read, understood and agreed to this Shipping, Returns &Refund Policy, including our shipping rates, delivery terms, customs requirements, returns and exchanges process, refund policy, payment dispute procedures and order security measures.