Return Policy

Return Policy

Order Confirmation & Policy Agreement

By placing an order with Natalie Kelowna Fashion, you confirm that you have read, understood, and agreed to our Return & Refund Policy.

By completing your purchase, you agree that:

  • You have reviewed and accepted our return conditions and timelines.
  • You will follow the return process as outlined below.
  • In case of a dispute or chargeback, this policy and all related order records may be used as supporting evidence.

Returns

If you are not fully satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the following conditions are met:

Return Conditions

  • Items must be unused, unworn, and unwashed.
  • Items must be returned in their original packaging and condition.
  • Only standard product inspection is allowed.
  • Return shipping costs are the responsibility of the customer.

Returns are processed within 7 business days after we receive the item.
We reserve the right to refuse returns if items show signs of wear, misuse, or damage not caused by us.

How to Start a Return

To request a return, please follow these steps:

  1. Email us at info@natalie-kelowna-fashion.com within 30 days of receiving your order.
  2. Include the following information:
    • Order number
    • Reason for return
    • Photos of the item (if damaged or defective)
    • Full name and shipping address
  3. Wait for return instructions before sending your item.

Please note:
Returns sent without prior approval may not be accepted.
We strongly recommend using a tracked shipping method and keeping proof of shipment.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at:
info@natalie-kelowna-fashion.com

Include:

  • Your order number
  • A short description of the issue
  • Clear photos or a short video showing the problem

After review:

  • We may offer a replacement, depending on availability
  • In some cases, returning the item may not be required

Replacements are typically processed within 7–14 business days.

Lost or Undelivered Orders

If your order is lost during shipping:

  • Contact us with your order number and tracking details
  • We will assist in opening an investigation with the courier
  • If confirmed lost, we will arrange a replacement or refund

If a package is refused, unclaimed, or returned due to an incorrect address, a $35 CAD fee will be deducted from the refund to cover handling and shipping costs.

Cancellations

You may cancel your order within 30 days of receiving it, in accordance with consumer protection laws.

However, please note:

  • Orders cannot be canceled once they have been shipped
  • If your order is already on its way, you can return it after delivery

To request a cancellation before shipment, email:
info@natalie-kelowna-fashion.com

Chargebacks & Disputes

If you experience any issue, we kindly ask you to contact us first. We are committed to resolving all concerns fairly and quickly.

In the event of a chargeback, we may provide your bank with:

  • Order confirmation
  • Shipping and tracking details
  • Communication records

Filing a dispute without contacting us first may delay resolution.

Important Information

  • Returns are sent to our international fulfillment center at the customer’s expense
  • We are not responsible for shipping delays or customs processing times
  • Hygiene-sensitive items must be returned unused and in clean condition
  • Return shipping fees are non-refundable

Contact

For any questions regarding returns, please contact us at:
info@natalie-kelowna-fashion.com

Natalie Kelowna Fashion Customer Support Team