Refund policy
By placing an order, you agree to the terms and conditions outlined below:
We are committed to ensuring that you love your NAATKA product. If you are not completely satisfied with your order, please contact us so we can address any concerns. For all pre-order items, we accept store credit within 14 days of purchase. We have a 14-day return policy, which means you have 14 days after receiving your item to request your store credit.
Refunds are not offered for any of our products, as each garment is custom-made based on your size and color preferences. We do not hold stock of pre-made items and manufacture each garment after the order has been placed. While we are not obligated by law to accept returns for custom-made items, we do offer exchanges or store credit within 14 days of delivery if you are unhappy with your purchase.
To qualify for an exchange or store credit, the NAATKA item must be in new condition, unworn, and free from damage. The original labels must also be included. Please note that we reserve the right to reject any items that show signs of use.
To start a return, you can contact us at naatkabrand@aol.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
CUSTOMERS MAY BE RESPONSIBLE FOR RETURN COSTS
Customers are responsible for covering the cost of returns, and assume all associated risks. Store credit will not be granted for any items returned without prior communication and agreement. To simplify the returns process, we can provide customers with a shipping label, which requires only one label to be printed and ensures insurance of the item and discounted shipping. The cost of the label will be deducted from the customer's credit note, and a receipt will be provided.
To initiate the exchange process and request a label, please contact us at naatkabrand@aol.com with the order number in the title email within 14 days of receiving your order. Returned items must be in perfect, unworn condition, in the original packaging, and with all labels attached.
ORDER ACCEPTANCE
Upon placing an order, we review all available data, including IP address, billing and shipping address, to ensure that the cardholder's information is not being used fraudulently using a third party software. In cases where details appear mismatched, such as differing shipping and billing addresses or names, we may request additional information from the customer. This information will only be used to confirm that the cardholder's registered billing address matches the name on our order, and to prevent potential chargebacks and protect our products and the cardholder's information.
If your order is rejected, you will receive an automated email notifying you that the payment has been reversed and the order cancelled. If you do not receive any further emails from us, your order has been accepted, and you will receive an automated email with shipping information approximately 10-15 business days after placing your order.
QUALITY CHECKING
We conduct a thorough quality check on all garments by having two staff members inspect them for faults and an additional member of staff when packaged for any faults before shipping, including checking the stitching, lining, and clasps. We take extra care to ensure that all products are free of defects as they are expensive. If any issues are found, they are resolved before shipping to avoid sending out faulty items.
In case of any defects found after delivery, please notify us within 30 days of receiving the garment and provide us with details of the issue and the corresponding order and garment type. We will then repair the item within six months. However, before sending the garment back, please notify us and use a trackable, signed, and insured shipping service. We are not responsible for any postage costs, loss, or damage during transit. If the above guidelines are not followed, we will not be liable for any loss or damage to the goods.
For your own protection, we suggest using a trackable shipping service and insured postage. We use DHL Express for all our parcels, which provides a tracked, signed, and insured service.
COLOUR DIFFERENCE:
We take all our product images using professional, high-quality equipment to ensure that the colours are accurately represented. Our website has a feature that allows customers to zoom in and view the products in detail. While we ensure that our colours are dyed consistently, differences in computer screens and brightness levels may result in variations in the colour seen by the customer.
To ensure the most accurate representation of the colour, we recommend viewing our images on full brightness and on a large screen. While we cannot guarantee that the colour will appear exactly the same as on the screen, we strive to provide the most accurate representation possible. Please note that any differences in colour due to screen variations do not constitute a defect, and our return policy remains the same.
LEATHER CARE
Please note that due to the production process, which includes dyeing, stitching, and transportation, some shape loss may occur in the coat before it reaches the customer. We make every effort to reduce this by airing out and steaming the coat before it is packaged and shipped.
To restore the original shape of the coat, we recommend hanging it on a hanger indoors for at least 24 hours upon receiving your parcel.
For the care of leather items, we advise using a soft, damp cloth to clean any surface dirt or stains. Do not use any harsh chemicals or solvents as these can damage the leather. Store the item in a cool, dry place and avoid direct sunlight or heat. Over time, the leather may develop a natural patina which adds character and does not affect the quality of the item.
- Keep it dry: Leather jackets should be kept dry at all times, as moisture can cause the leather to crack and fade. If it gets wet, gently blot it with a dry cloth and let it air dry away from direct sunlight or heat
- Avoid direct heat: Leather jackets should not be exposed to direct heat sources like hair dryers, as this can cause the leather to dry out and become brittle.
- Clean it regularly: Leather jackets should be cleaned regularly with a soft cloth or brush to remove dirt and dust. If necessary, use a leather cleaner that is specifically designed for the type of leather your jacket is made from.
- Condition the leather: Leather jackets should be conditioned every 6-12 months to keep the leather soft and supple. Use a leather conditioner that is appropriate for the type of leather your jacket is made from, and apply it evenly with a soft cloth.
- Store properly in use jackets in a cool, dry place away from direct sunlight or heat. Hang the jacket on a padded hanger to help it maintain its shape, and cover it with a breathable garment bag to protect it from dust and moisture.