Returns & Refund Policy

At NATIVLY, every piece is made on demand. We produce each item only after you order, which means we keep waste low, runs small, and quality close to the source. Because nothing in our catalogue is mass-stocked, our returns policy is different from a conventional retailer—and we want to be transparent about it before you buy.

30-Day Quality Guarantee

If your order arrives with a manufacturing defect, a print or material flaw, or is not what you ordered, we will make it right. You have 30 days from the delivery date to contact us with photos and we will either reprint and reship the item or issue a full refund—your choice.

Qualifying issues include:

• Print misalignment, fading on arrival, or visible production errors
• Tears, holes, broken stitching, or fabric defects out of the bag
• Incorrect size, colour, or design shipped vs. what was ordered
• Items damaged in transit (please retain packaging photos)

Sizing & Fit

Because each piece is cut and printed for you specifically, we cannot accept returns for sizing or fit preference. A detailed size guide and measurements are listed on every product page—please use them before ordering. If you are between sizes and unsure, write to us at hello@nativly.store and we will help you choose.

Change of Mind

Once production has begun, an order cannot be cancelled or returned for change of mind. You have a 2-hour window after placing an order to cancel or modify it—contact us immediately at hello@nativly.store if you need to change anything.

Lost or Undelivered Packages

If tracking shows your package as delivered but it has not arrived, please report it within 15 days of the marked delivery date. For packages stuck in transit, we will open a carrier investigation and reship at no cost once the package is confirmed lost.

Address Errors

NATIVLY cannot accept responsibility for orders shipped to an incorrect address provided at checkout. If the package is returned to our facility, we will contact you to arrange a reship at the customer’s expense. Please double-check your shipping address before completing your order.

How to Start a Claim

Email hello@nativly.store with:

• Your order number
• A short description of the issue
• Clear photos of the item and, if relevant, the packaging

We respond to every claim within 2 business days. Approved replacements ship at no cost to you. Approved refunds are issued to the original payment method within 5–10 business days.

Thank you for supporting a small, on-demand house. By keeping our production tight, we can put more care into every piece we send out.