RETURNS

 
 1. What is your returns policy?
  • Returns are FREE and trackable.

  • You have 14 days from the item being delivered to you or available for collection to return it for a refund.

  • It can take up to 7 working days for your order to reach our warehouse and be processed.

  • Refunds can take up to 10 working days to show on your account.

If you return an item requesting a refund within 14 days of the item being delivered to you, we'll give you a full refund by way of the original payment method. You will be able to drop off the product for free in any of Hermes collection points (more than 4000 stores across the country). All you have to do is email us with the order number and the item/s you want to return and we'll send you a returns label to paste on the parcel.

 

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that? We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

None of this affects your statutory rights.


Original Condition

If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

 

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal natyam customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

2. Why do you only give 14 days returns?

All our products are shipped from India. Given the time it takes for the product to go back and forth, the item may end up being off the shelves for too long. This makes it hard for the seller to restock and sell a returned item. 

We hope to increase the number of days in the future but unfortunately this is the period that makes it sustainable for all parties involved currently. We appreciate your understanding.

 
3. How do I return?

Contact us on live chat or care@natyam.co.uk and we will send you a returns label. Use that to drop off the package at any Hermes collection points.