PLEASE NOTE:

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.

SHIPPING

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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

Please note during online archive sales there will be delays in ALL order dispatches. Please allow an additional 7 - 10 business days for your order to be dispatched - this applies to all full price and sale orders. Once your order has been dispatched you will receive tracking information via email.

**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: customercare@nagnata.com

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 customercare@nagnata.com or via our online live chat

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 customercare@nagnata.com or via our online live chat 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’.

PAYMENT TERMS

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

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DIGITAL ARCHIVE SALE TERMS

All prices as marked. Cannot be used in conjunction with any other offer.

All sales are final, no returns or exchanges.

Our archive sale is available for online purchase only, not in store

Please note due to a high volume of orders during our online archive sale there will be delays in ALL order dispatches. Please allow an additional 7 - 10 business days for your order to be dispatched - this applies to all full price and sale orders. Once your order has been dispatched you will receive tracking information via email.

If you make separate orders within the sale period unfortunately we are unable to combine your orders prior to shipping. We appreciate your patience and understanding. If you wish to purchase full priced items during this time and need it urgently please email customercare@nagnata.com and we will endeavour to dispatch your order within our non-sale despatch window - otherwise all orders will be dispatched as placed.

REFUNDS & RETURNS POLICY

Please read carefully before placing your order as by shopping with NAGNATA you are agreeing to the following terms and conditions in accordance with the ACCC guidelines.

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.

EXCHANGES

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 customercare@nagnata.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.

IN-STORE PURCHASES

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 customercare@nagnata.com or via our online live chat.

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.


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