Natalie Begg Shipping, Return & Refund Policy

Thank you for shopping with Natalie Begg. We take immense pride in our artisanal craftsmanship, local production, and dedicated customer care. If you have any questions about your order, shipping, or returns, our team is here to assist you.

Shipping & International Orders

Duties & Taxes: The final price at checkout is inclusive of all duties and taxes. Some exclusions apply and will be clearly displayed at the time of checkout.

Express Worldwide Shipping: We proudly ship worldwide from Australia to over 200 countries. All international orders are dispatched from our studio via EMS Express, with an estimated delivery timeframe of 3 to 7 business days. Flat International rate is AUD$55. Please note that delivery times are estimates only. Once your order is dispatched, you will receive specific tracking information to follow its journey.

Order Amendments: Please note that we are unable to cancel, edit, or redirect an order once it has left our Balaclava studio.

1. Change of Mind Returns (30-Day Policy)

We offer a 30-day return policy for change of mind. You have 30 days after receiving your item to request a return.

To be eligible for a change of mind return, your item must be in the same condition that you received it (unworn, unused, and unwashed), with all original tags intact, in its original packaging, and accompanied by the receipt or proof of purchase.

2. Exceptions & Non-Returnable Items

Certain types of items cannot be returned for a change of mind:

Custom & Bespoke Garments: Natalie Begg creates custom-made, bespoke items upon request. Because these garments are one-of-a-kind and tailored specifically to your individual measurements, they cannot be returned, exchanged, or refunded for a change of mind. We are committed to artisanal excellence and will do all that is required to exceed your expectations and ensure the perfect fit. This policy does not exclude, restrict, or modify your standard statutory rights under the Australian Consumer Law, which apply if an item fails to meet a consumer guarantee (such as being faulty or wrongly described).

Personal Care & Intimates: For hygiene reasons, we cannot accept returns on face masks, hair bonnets, or caps for a change of mind.

Sale Items: Items purchased on sale or during promotional events cannot be returned for a change of mind. They can only be returned if they fail to meet Australian Consumer Law guarantees (e.g., if they are faulty).

3. Australian Consumer Law (Damages and Issues)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Please inspect your order upon arrival. Contact us immediately at sales@nataliebegg.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item is faulty or damaged upon arrival, Natalie Begg will cover the cost of return shipping.

4. How to Start a Return

To initiate any return, please contact us first at sales@nataliebegg.com to request your authorization. Items sent back to us without first requesting a return will not be accepted.

Once authorized, please ship your package to our official address:

Natalie Begg

PO Box 96, Balaclava, Victoria, 3183, Australia

Domestic Returns (Within Australia): For standard change-of-mind returns within Australia, you will be responsible for booking and paying for your own return shipping.

International Returns: We are pleased to offer free return shipping on full-priced products purchased online (sale products are excluded unless they fail to meet statutory consumer guarantees). For all other international returns, outbound shipping costs are non-refundable, and return shipping costs are the responsibility of the customer. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

5. Exchanges

The fastest way to ensure you get the piece, color, or size you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must still be unworn, with tags, in its original packaging, and accompanied by proof of purchase.

7. Refunds

Once we receive and inspect your return, we will send you an email to notify you that we have received the item and let you know if the refund is approved based on its condition.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at sales@nataliebegg.com.

8. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you. If the item wasn't marked as a gift when purchased, the refund will be issued to the original purchaser.