We want you to love your piece. If something isn’t quite right, you’ll find the details below - or reach out to sales@nataliealamein.com and we’ll guide you through it.
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Full-priced items
You can return full-priced items within 14 days of delivery (Australia) or 21 days (International), as long as they're unworn, unwashed, unaltered, and returned in original condition with tags attached.
You can choose from:
- Refund (original shipping costs excluded)
- Exchange
- Store credit
Final sale / excluded items
The following items are final sale and can't be returned for a refund, exchange, or store credit:
- Sale Rack items
- Orders paid with Afterpay / ZipPay
- Earrings
- Gift vouchers
- Pre-order / made-to-order items
Return shipping
Return postage is covered by the customer. We recommend using a tracked service and keeping your tracking number, as we can't be responsible for parcels once they're in transit back to us.
Exchanges
If you're requesting an exchange, please include a pre-paid return satchel/label in your parcel so we can send your new item straight back to you. If you forget, no stress - we'll contact you to arrange the re-shipping cost.
Returns that don't meet the policy
If an item is returned outside these conditions, we won't be able to accept it and will need to send it back to you. We'll always contact you first before doing so.
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To start a return, email us at sales@nataliealamein.com with your order number.
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Once we receive your return, we’ll inspect it and process your refund within 5–7 business days (original shipping costs excluded). Refunds are issued to the original payment method, and you’ll receive a confirmation email once your refund has been processed.
Store credit: Issued by email and valid for 3 years from the issue date.
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Yes, absolutely. Email sales@nataliealamein.com with your order number and the size/colour you’re after, and we’ll help organise the exchange.
Just a heads up, exchanges are subject to stock availability, and while some orders qualify for free shipping once they meet our free-shipping threshold, return postage for exchanges is covered by the customer.
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If you believe your item is faulty, email sales@nataliealamein.com as soon as possible after delivery with your order number, clear photos, and a short description of the issue. We’ll review it and arrange the best solution as quickly as possible.
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Each piece is handmade using natural materials, including pearls (freshwater and other varieties), gemstones and semi-precious stones, so colour, lustre, veining, pattern and shape may vary slightly from the product images. These natural variations are part of the materials and make every piece one of a kind. They aren’t considered faults and aren’t grounds for a return.
If you’re particular about your stone/pearl variation, leave a note at checkout and we can confirm what’s available. Where possible, we’re happy to share a quick photo of the piece selected before it ships, subject to time and stock.
