Returns & Refunds
We want you to feel confident in your nātelle routine. This page explains how returns, refunds and your subscription work. If anything here isn't clear, email hello@natelleskin.com and we'll help.
Change of mind.
If you've changed your mind, we accept returns of unopened products in their original packaging, requested within 30 days of delivery. To start, email hello@natelleskin.com with your order number before sending anything back. Once we've approved the return and received the product, we'll process your refund.
Return postage for change-of-mind returns is covered by you, and we recommend a tracked service, as we can't take responsibility for items lost in transit.
A problem with your order.
If your order arrives damaged, faulty or incorrect, we'll make it right quickly.
Email hello@natelleskin.com within 7 days of delivery with your order number and a photo of the outer packaging and the product. We'll arrange a replacement or refund, and we'll cover return postage where a return is needed.
If your skin reacts
Skin can become more reactive during pregnancy, and occasionally a product won't suit you. If you've had a reaction and stopped using the product promptly, we'll help.
Email hello@natelleskin.com within 30 days of delivery with your order number, a short note on how and when you used the product and a photo of the affected skin and the product batch code. We accept these returns where the product is mostly unused. If a reaction is severe or persistent, please speak with your GP or dermatologist as your first step.
Managing your subscription
You can skip, pause, change or cancel your subscription anytime from your account, before your next billing date. Changing your delivery schedule and switching your kit stage are all handled there too. Instalments paid toward a kit that hasn't yet shipped are refunded in full. For anything you can't resolve in your account, email returns@natelleskin.com.
A few practical notes
Returns need to be approved before you send anything back, so we can track your parcel and process it quickly. Once approved, please post within 30 days. Refunds are processed within 3 to 5 business days of the product arriving back with us, to your original payment method, and we'll keep you updated. We're unable to accept returns on gift cards.
If you return one item from a discounted set, the refund reflects the discounted price of that item, not its full individual price.
We reserve the right to decline returns that fall well outside these terms or where a pattern of returns suggests the policy is being misused.
Questions? Email hello@natelleskin.com for help.
