Frequently Asked Questions

Frequently Asked Questions

Shipping & Returns

How do you Ship Items?

Orders are dispatched within 24-48 hours on Monday-Friday subject to payment and stock availability. Please allow 48 hours during weekends and holidays.

We provide a standard delivery service:

UK mainland – £2.50
Estimated 3 working days upon dispatch
(Standard delivery)
- FREE for orders over £25
Europe – £5
Estimated 3 – 5 working days upon dispatch
(International tracked and signed delivery)
- FREE for orders over £50
Malaysia – £2.00 
Estimated 3 – 7 working days upon dispatch
(Standard tracked delivery)
- FREE for orders over £70
Rest of the World – £20
Estimated 2 – 4 working days upon dispatch
(International tracked and signed delivery via DHL)
- FREE for orders over £100

Please see the Customs and Duties section for items shipped outside of the EU.

Can I Track my Items

Yes, for all orders outside of the UK tracking is included as standard. You will find the tracking number on your delivery confirmation email.

Customs and Duties

Please note that orders sent out of the EU may subject to additional taxes and customers are responsible for any local sales taxes or import duties. If customers refuse to receive the order because of the unexpected additional fees, The Natty reserves the right to charge both depart and return shipment costs as well as the additional fees generated by Customs.

What is the Return Policy

We hope you are delighted with your Natty pieces. If, for some reason, you’re not completely head over heels in love with them, we do apply a 14 days right of return policy following the delivery date, provided they are unused, unaltered, unwashed, undamaged, and in their original packaging. We recommend that all original sales receipts be attached with all returns, or we will not be able to process them. Just so you know, all our products come with a label attached. Please do not remove the label or relevant seal from the purchased products should you wish to return them.

Unfortunately, we cannot take responsibility for shipping costs and lost packages, so please keep a record of your tracking number or proof of postage at the time of return. Once we receive your returned products, we will inspect and send you a notification that we have received them. If your return is approved, we will initiate a refund to your credit card or original method of payment. You will receive the credit within 5-8 working days, depending on your card issuer’s policies.

We cannot accept returns on le Creuset items unfortunately.

How do you Ship Items

In the UK and Europe, we ship with either Royal Mail or DHL. For shipments in Malaysia, we ship via Poslaju.

For shipments to the Rest of the World, we ship via DHL. 

Can I get Expedited Shipping

We may be able to do expedited shipping in certain circumstance. Please email us at hello@thenatty.co and we will let you know as soon as possible.

 

Sustainability

Are your products Ethical?

We are committed to ethically sourcing our materials to make sure that they have been obtained in a responsible and sustainable way. We are also committed in ensuring that all employees involved with the production are safe and paid fairly, and that the environmental and social impacts of the materials are taken into consideration.

What Materials do you Use?

We use Cotton and GOTS-certified organic cotton for The Natty’s clothes

Where are your items sourced?

We design all of our clothing here in England and they are then expertly crafted for us in Turkey.

What Is the GOTS Certification?

The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. We ensure the use of only the best organic cotton and we ensure we are matching or exceeding these at all times.

 

My Account

How Do I View My Order Status?

You can view your orders under the My Account tab, within Purchases.

Is my Data Stored Safely?

Completely! The Natty is hosted within a 100% PCI compliant network. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. As a result, when you shop on The Natty you are doing so through a secure, encrypted network, so all your data remains safe.

What is GDPR?

The General Data Protection Regulation or "GDPR" gives certain rights to individuals in relation to their personal data. We use your personal information to enable us to ship an order to you, to process a payment, and to improve our offerings to you, and we will not be passing any of your personal information onto third parties for marketing or other use. If you have any concerns about your data or our privacy policy, please contact us at hello@thenatty.co and we’ll be happy to help.