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Returns & Refunds



House Of Natalia's Returns and Refunds Policy lasts 14 days from the date your purchase was dispatched. If 14 days have gone by since dispatch, unfortunately we can’t offer you a refund or exchange. You will receive a email from House Of Natalia the day your order is dispatched.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including the House Of Natalia gift box.

We will not refund for any reason if a customer changes their mind.

Gift vouchers are non-refundable.

Gift vouchers are valid for 6 months from the date of issue via email.

To complete your return, we require the original receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • An item with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after dispatch.



Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.



Where an item is to be returned, House Of Natalia will provide you with a address to return the item to. All costs of the return is to be paid by the customer. The customer is liable to keep the item/s in a safe and proper manner and take reasonable care of it. Items must be returned in the House Of Natalia gift box and packed to avoid breakage in transit back to House Of Natalia.


Damaged items

House Of Natalia will ensure that all items are packaged in quality material. If items arrive damaged and no postal insurance was purchased, House Of Natalia will not offer a refund or exchange. If items arrived damaged and postal insurance was purchased, please contact House Of Natalia via email to within 14 days or purchase to arrange for a replacement or refund.

All damaged items must be returned to House Of Natalia before a refund or exchange can occur. No refund or exchange will take place without contacting House Of Natalia via email to prior to sending the items. Where a refund or exchange of items is payable, all items are required to be returned by the customer at their own expense.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at


Sale and Discounted items

Only regular priced items may be refunded, unfortunately sale items and discounted items cannot be refunded. An exchange on a sale item will be warranted with a gift voucher/store credit only. The gift voucher will be issued via email once the item has been returned in the correct method to House Of Natalia.

Gift vouchers and Special Offers

Refunds will not be granted where a gift voucher has been used to purchase an item.

Refunds will not be granted where items have been purchased through a Special Offer. This applies to any special offer where a discount has been used to purchase an item/s.



House Of Natalia reserves the right to refuse an exchange. At our discretion, we may consider an exchange if a customer contacts us via email to within 14 days from the date the order was dispatched and the item/s are not damaged in any way.

We will replace items:

  • if they are faulty,
  • for a 'like' product (for example, if you purchase a silver bracelet and would like to exchange it for the same bracelet but in gold), or
  • if you change your mind a gift voucher/store credit will be issued once the item/s have been returned to House Of Natalia.

All shipping costs for exchanges between the customer, House Of Natalia and our supplier shall be the responsibility of the customer. Please choose carefully before you place your order. You must send us an email at for all exchanges. No other exchanges apply.



To return your product, send us an email to 14 days from the day your order was dispatched and we will send you details on how to return it and get a refund.

You will be responsible for paying for your own shipping costs for returning your item. Delivery and packaging charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


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