BY PURCHASING WITH NAGNATA YOU ARE AGREEING TO OUR SALES POLICY
International orders may be subject to additional taxes, customs duties and fees levied by the destination country. NAGNATA cannot be held responsible for any of these fees incurred, therefore the recipient is liable. NAGNATA is under no responsibility to accept a return, nor issue a refund, where the customer has declined to pay these fees.
NAGNATA does not accept refunds for change of mind. We are happy to facilitate a store credit upon receiving the goods back in their original condition. NAGNATA is not responsible for shipping charges related to the item(s) being returned. Please refer below to our SHIPPING & RETURNS for further information.
HOW MUCH IS SHIPPING?
NAGNATA ships from Byron Bay
Australia Via Express Post | $15
International via DHL Express | $45 AUD
HOW LONG WILL IT TAKE?
Orders placed before 9am (AEST) will be shipped same day. Orders placed after 9am will be shipped the following morning
AUSTRALIA: 1-5 business days depending on your location
USA: 4-6 business days.
EUR: (UK, Ireland, France, Switzerland) 3-7 business days
EASTERN: 7-12 business days
REST OF EUROPE: 5-9 business days
NZ: 3-5 business days
**NAGNATA is not responsible for any delays caused by Australia Post or DHL Express
Please contact us for any special circumstances in which you require our assistance: firstname.lastname@example.org
WHAT HAPPENS IF I CHOOSE TO PICK UP IN STORE?
If you live locally and wish to pick up in-store click 'pick up' at checkout. Orders placed after 9am will be ready the next day. You will receive an email notification once the item is ready to collect. Please come to G.02 139 Jonson St, Byron Bay NSW 2481. All orders over $300 come in our 100% organic cotton tote bag.
CAN I CHANGE MY DELIVERY ADDRESS ONCE SHIPPED?
You cannot change the shipping address once shipped. Please make sure that the shipping address is correct as we're also unable to redirect orders once they are dispatched.
If you have just placed your order and wish to change any details please contact us direct at email@example.com
HOW DO I TRACK MY ORDER?
Once your order is processed you will receive a confirmation email from NAGNATA with tracking information.
Australian orders can be tracked here: http://auspost.com.au/mypost/track/#/search
International orders can be tracked here: http://www.dhl.com.au/en/express.html
DO I HAVE TO PAY DUTIES AND TAXES?
Yes. International customers please be aware that your country may be subject to additional taxes, customs duties and fees levied by the destination country. NAGNATA is under no responsibility to accept a return, nor issue a refund, where the customer has declined to pay these fees.
Shipments which are rejected by the receiver may result in the customer incurring a redirection fee. If the package is returned to NAGNATA, the customer forfeits the original shipping cost and any additional fees incurred.
CAN I GET FREE SHIPPING?
No. We are a small business + do not have big margins on our products which would factor in shipping costs, therefore we cannot absorb the cost of complimentary shipping or returns.
MY TRACKING SAYS 'DELIVERED' BUT THE PACKAGE HASN'T ARRIVED
Please contact us at firstname.lastname@example.org if your package has not arrived within 1 week for Australian orders and 2 weeks for international orders. We always do our best to chase orders for you.
*Nagnata is not responsible for lost items when confirmed ‘delivered’.
Payments can be made by PayPal, Visa, Mastercard, AMEX, AfterPay and other PayPal accepted cards. Payments will be debited and cleared from your account upon dispatch of your order. All prices are in AUD. When converting prices to another currency a slight price variation of between 2 and 5% may occur due to fluctuating exchange rates. When an item is charged to a credit card you may be charged fees determined by your bank. We take no responsibility for any extra charges incurred at receivers end.
In the event of a refund being approved and is required the funds can only be deposited via your orders original payment method - E.g Credit Card, PayPal, Gift Card, Credit Note, AfterPay.
RETURNS & EXCHANGES
REFUNDS & RETURNS POLICY
RETURN - CHANGE OF MIND
We offer change of mind returns within 7 days from when you receive your order. We do not offer refunds on goods due to change of mind, but will provide a credit note of the same value. Credit notes cannot be reverted into a cash refund at any point.
All items are to be returned in its original condition, tags attached and with no visible signs of damage or wear; pulls, snags, stretching, stains or odour. Item/s must be returned in the tote bag they were sent out in. If this tote bag is not returned then the RRP ($30) will be deducted from your store credit. If your item is not returned in the above condition and therefore does not pass our quality check you will be responsible for the cost of shipping the item/s back. We will be in touch upon receiving your package.
We don't offer prepaid labels for change of mind returns. We recommend when sending your order back to us using a trackable service as we cannot be held responsible for lost or damaged returns.
Please note that you will be responsible for all return shipping fees unless an item is deemed faulty upon review from our in-house garment technician. To submit a return request please go to our returns portal here and fill out the form. Once your request is received, reviewed and approved you will receive an email confirmation along with the next steps.
***Due to the delicate nature of knitwear please take special care when trying on NAGNATA knitwear garments for the first time, not to pull or stretch the piece NAGNATA reserves the right to refuse the product if the item does not meet our standards.
As of February 1st 2022, we no longer facilitate exchanges online, so if you want to swap your item for a different size, colour or style, please choose store credit. This gives you the freedom to choose any items you want online.
Sorry we can no longer hold stock while your return is being processed. If you are worried about an item selling out, we recommend purchasing it right away while you wait for your store credit.
RETURN - FAULTY/DAMAGED
All items are quality controlled to a high standard before despatch, but if you receive an item that is not 100% right please contact us at email@example.com with your order number and images of the fault or issue and we will work with you to resolve it as soon as possible. Please note that items which are damaged or as a result of normal wear and tear; by accident; failure to use in accordance with care instructions; or through misuse will not be considered faulty.
NAGNATA. reserves the right to repair, replace or refund in accordance with ACCC guidelines.
In the instance that repair or replacement is not possible a full refund will be offered. Please note the refund can only be issued via your order's original payment method - E.g Credit Card, Gift Card, Credit Note, AfterPay. Once the refund has been issued, you will be notified via email. Please allow up to five business days for this amount to appear in your account.
Purchases made in store can be returned within 7 days from the original purchase date, you must process your return in store only. Here you can exchange size, colour or style or receive a store credit to use within the next year. All items are to be returned in its original condition, tags attached and with no visible signs of damage or wear; pulls, snags, stretching, stains or odour.
For any further enquiries please don’t hesitate to contact us at firstname.lastname@example.org.
WHAT SHOULD I SEND WITH MY RETURN?
The item must be returned with original invoice as proof of purchase.
PLEASE NOTE: All items are to be returned in original condition, tags attached and with no visible signs of damage or wear; pulls, snags, stretching, stains or odour. If your item is not returned in the above condition and therefore does not pass our quality check you will be responsible for the cost of shipping the item/s back. We will be in touch upon receiving your package.
***Due to the the delicate nature of knitwear please take special care when trying on NAGNATA knitwear garments for the first time, not to pull or stretch the piece.
LOST, DAMAGED & STOLEN ITEMS?
NAGNATA is not responsible for any lost, damaged or stolen packages once it is shipped from our facility. In addition, packages that say delivered that have not arrived fall in the lost, damaged and stolen category. Please contact the shipping carrier and open an enquiry directly.
DIGITAL ARCHIVE SALE TERMS
Please note all sales from our Digital Archive are final. No returns and no refunds.
Digital Archive cannot be used in conjunction with any other discount or promotional offer.
Due to a high volume of orders from Digital Archive we are currently experiencing shipping delays. Please allow 5 - 7 working days for ALL orders to be dispatched (sale or non-sale items). We appreciate your patience.