Refund policy

Returns policy

Natalia Petruch operates a 14-day return and/or exchange policy upon receipt of your order for orders placed online. To qualify for a full return, all items must be returned unworn, in their original packaging with tags still attached. Postage costs are not eligible for refund.

Please note, we hold the right to refuse refunds if the merchandise returned does not meet our return policy requirements.

We cannot be responsible for returns that are lost or damaged in transit, when your return has been received and inspected, and if deemed acceptable for a refund, this will be issued within 5 days to your original payment method. 

 

Returns to be made to:

Natalia Petruch Returns

109 Henry's Walk

London

IG6 2NT

UK​

info@nataliapetruch.com

07752396830

​

Return Shipping and duty/ taxes costs are responsibility of the customer. A tracking number must be shared with us on email at info@nataliapetruch.com for all return shipments organised by the customer. 

 

Exceptions

We do not offer refunds or exchanges on custom pieces. Deposits for custom orders are non-refundable, once a custom order is invoiced and a deposit made, this is a final sale and legal binding commitment for the custom piece and process. Note that a deposit for a custom order, is still non-refundable even if the garment has not been started or completed - as at the point of invoicing and paying a deposit, the custom order process has already started, your place is reserved in our production schedule, design sketches may have already been exchanged and so we cannot offer a deposit refund. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@nataliapetruch.com.