FAQs

 

We've shared some of our most frequently asked questions to help you out.

 

PAYMENT

What payment methods do you accept?

We accept payment through credit cards, bank accounts, buyer credit, or PayPal account balances

 

Do you sell gift cards?

No.

 

My discount code didn't work, what should I do?

Check that you’re entering the discount code exactly as it appears (it is case sensitive) and check that the code has not expired. If it's still not working, check the terms and conditions of your code, if the item is on sale or in a certain category the discount may not be valid for this product. If it’s still not working, please contact us by clicking on the link here

 

Can I use more than one promotional code on my order?

No, you can only use one promotional discount for each individual order.

 

I am experiencing problems paying?

Please try an alternative payment method or contact us by clicking on the link here and one of our customer service representatives will help you as soon as they can!

 

DELIVERY

What delivery options do you offer?

We offer the following live rate shipping options:

 

Overnight (next day delivery in the United States)

Express (1-3 business days in the United States, Canada, and internationally)

Standard (3-5 business days in the United States and internationally, 3-6 days in Canada)

Economy (5-8 business days in the United States, 6-12 days in Canada, 5-10 days internationally)

No rush (10-20 business days internationally)

Flat rate (5-8 business days in the United States, 6-12 days in Canada, 5-20 days internationally)



Orders with flat rate selected will ship with the least expensive shipping method available (economy or no rush).

 

How does your standard delivery service work?

We choose the most suitable and reliable carrier for your shipment, taking into account the shipping method that’s been selected and the end-address. You’ll see the specific carrier delivering the package in the order confirmation email.

 

Can I track the status of my order?

Overnight, express and standard options will always have tracking. Note that economy, no rush, and flat rate shipping options may not have tracking available.

 

What happens if nobody's in when my order is delivered?

If no one is home during delivery then your parcel may be left with your local post office.

 

Will my parcel be charged additional custom and import charges?

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for orders within the EU and the United States.

 

Can I get my order delivered to a PO Box address?

Yes, you can have your order delivered to a PO Box address.

 

ORDERS

Where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please contact us by clicking on the link here.

 

Can I cancel my order?

As soon as you have placed an order with us our team works hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you need further information, please view our returns policy here.

 

Can I amend my order once it has been placed?

As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please contact us immediately by clicking on the link here and we will try to accommodate where possible. However, please note that once the order has been dispatched we will not be able to make any amendments to it.

 

What can I do if my order is going to the wrong address?

Please contact us immediately by clicking on the link here so that we can attempt to contact the courier.

 

Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

 

What should I do if my order is missing?

If you have not received your order within the allotted delivery time frame, please notify us by clicking on the link here within 28 days of the date on which you ordered the products. After this time has elapsed, Natty Wear reserves the right to decide whether to send our replacement item(s) for you.

 

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order, please contact us by clicking on the link here and a member of our customer service team will help you further. Any claims must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.

 

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please contact us by clicking on the link here and one of our advisors will help you further. Any claims must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.

 

I've received the wrong item in my order, what should I do?

If you’ve received the wrong item in your order. Please contact us by clicking on the link here and one of our advisors will help you further. Any claims must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.

 

REFUNDS

What should I do if my refund is incorrect?

Please contact us by clicking on the link here. Any claims must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.

 

I forgot to include my returns note in my return, what can I do?

Please contact us by clicking on the link here and include your name and order number in the message so that we can keep track of this when the product arrives back to us.

 

Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.

 

What do I do if my item is faulty?

Products are classified as faulty if they have a manufacturing or design defect or have been inadequately described in the product description. Please note that items that are damaged due to normal wear and tear; by accident, or through misuse will not be considered faulty and Natty Wear has the right to refuse a refund on these grounds.

 

If your item is faulty, please do not dispose or amend your item(s). Please contact us by clicking on the link here within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

 

I purchased a product and now it's in the sale, can I get a refund?

No, we do not refund the difference between the original price and the sale price.

 

PRODUCT & STOCK

Can you tell me more information about your products?

We work hard to include as much information about our products in our product descriptions on the product pages, but if there’s something more specific you’d like to know please contact us by clicking on the link here.

 

Why can't I find an item that I've seen advertised?

We try to only advertise products available on the site at that time, however, this isn’t always possible. If there is something you see advertised and it isn’t in stock please feel free to email us for more information. We’ll always try and help.

 

How can I find out if you'll be getting in more stock of a product I want?

Due to high demand, some of the items on our website might sell out very quickly. However, it’s worth checking back as the site is regularly updated.

 

Are any of your items made using real fur?

No, any fur-like items you see on our site are faux fur only.

 

ACCOUNT

Do I need to set up an account to make an order?

No, if you do not want to set up an account with us, you have the option to checkout as a guest. All you'll need is your contact and shipping information.

 

I'm having trouble signing in to my account, what should I do?

Please try resetting your password initially. If this doesn’t work please contact us by clicking on the link here and we’ll do our best to help you.

 

How do I reset my password?

If you can't remember your password, we'll need to reset that for you. Please contact us by clicking on the link here and we’ll help you.

 

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please click the link here.

 

How can I remove my personal information from your database?

If you would like all the information regarding yourself removed from our database, please contact us by clicking on the link here.

 

How do I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email you receive from us, alternatively contact us by clicking on the link here and we can remove your information from our database completely.

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