Refund policy
You have 14 days to ship the product back to us from the day DHL (our shipping partner) successfully delivers the item to you and acknowledges your receipt.
We will only accept a return and a refund if the goods delivered to you are damaged/faulty or the item delivered was not as described on the website or as per your order, e.g. wrong item shipped.
Goods are classified as faulty/damaged if they are not of satisfactory quality, fit for purpose or as described on our website.
To quality for a refund, you need to meet ALL of the following criteria.
- The product is unused and in original condition with all Laura Natalie tags and labels intact. We take photos of all our bags prior to packing and pick up by DHL for our records.
- Product must not be stained or discoloured.
- Product is returned in original packaging with Laura Natalie dust bag, box, shoulder strap (if any).
- Contact DHL to pick up the product within 14 days of receiving the product., quoting the Airwaybill number provided by Laura Natalie after we have reviewed the reasons for return.
- We successfully receive the returned product.
Returns that do not meet our policy will be sent back to you.
Please handle light-colored bags and accessories carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.
Contact us via WhatsApp on +65 98599383 to address any queries.
Receiving the refund
Please note that the shipping costs/charges by DHL for the return to us will be borne by you and will be deducted from the refund amount.
We will process the refund within 48 hours to your credit/debit card used for the payment and will take about 10-15 working days to show on your account due to varying processing times between payment providers.
Customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.
Returns of faulty products
Late Returns
Your item(s) should be sent back to us within 14 days of receiving your order. Returns outside this timeframe will not be accepted.
Faulty/damaged goods
In the unlikely event you receive a faulty or damaged product from us, we will refund the purchase price less any shipping costs to our customers. To ensure we maintain the trust with all our customers, our team checks every item before shipping it to our customers worldwide.
Goods are classified as faulty/damaged if they are not of satisfactory quality, fit for purpose or as described on our website.
Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty and will not qualify for a refund. Please handle the new purchase with care before considering returning it to us. Our products have been thoroughly checked to meet our high standards before they are packed and shipped to all our customers.
Arranging with DHL to pick up the item from you
If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it.
Take a photo of the faulty product and email it to sales@lauranatalie.com, stating the reason. Please include the Airwaybill number that is unique to the shipment to you. Our customer service will review the details and will be in touch within 48 hours.
Our customer service will send you a new Airwaybill number for the return back to us. Please contact your local DHL office, quoting the Airwaybill number emailed to you by your Customer support team. Arrange suitable time for DHL to pick up the item.
Colours
We have made every effort to display the colors of our products that appear on Laura Natalie website as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.
Exchanges
We do not accept exchanges for products. We advise you to place a new order of the product on our website.
