FAQs

How do I return a product?

  1. Inform us within 7 calendar days from delivery date, that there is a product default or quality issue and email us a photo of the issue on queries@natassiar1.com.
  2. If we are not informed within 7 calendar days from delivery that you want a return, you will not be legible for a product return or exchange.
  • Customer needs a valid product issue/defect reason for return.
  • Only defective goods or incorrectly shipped products will be refunded.
  • Customer will be liable for the return shipping costs
  • Proof of purchase is required when submitting a request. 
  1. Prepare the return parcel
    Pack the product in its original packaging (this is mandatory otherwise return will not be accepted by supplier) and into a shipping box or other packaging to protect the products during transit. 

Please include the order reference (the order number at the top of your email) in or on the outside of the parcel so that we can easily identify your return and MARK AS RETURN on box with your contact details.

  1. Courier collection
    Our couriers will contact you within 3-5 business days after you have logged your return, to arrange the collection.

 

  1. Exchange or replacement / account credited
    Once your returned product has been validated by Natassiar1’s quality team, your account will be credited, unless you have requested a replacement or a refund. The validation process takes 10 business days in terms of confirming the product quality issue with supplier. Shipping of replacement product will happen within 5 business days after validation approval process is completed.

Once your Natassiar1 account has been credited, you can use the credit towards other purchase on the website. Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit. The refund and credit process can take an additional 3-5 business days once quality process has been completed with supplier.

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card or payment by EFT.

If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

 

Please note GIFT CARDS are NON-REFUNDABLE.

 

How long does it take to process my return?

In general, once we have received the returned product, your return request will be processed within 10 business days. Once your returned product has been validated, your account will be credited, unless you requested a replacement or refund.

However, for products that fall within the extended supplier’s warranty, the process can take up to 21 days. For refunds, please note that your bank can take additional 3-5 business days to clear the funds back into your bank account.

 

How do I know if you received my return?

You will receive an email notification once your return has been received at our warehouse.

 

What are the options available for a return?

The available options are dependent on the reason for the return, and include the following:

  • Credit my account – The amount is credited to your Natassiar1 account.
  • Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available.
  • Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used– i.e. payment by credit card will be refunded to the same credit card, payment by EFT will be refunded to your nominated bank account

 

What if I received a damaged product?

If you notify us within 7 calendar days from delivery date of your goods, you can return it to us and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

  • replace the correct productto you (if the correct product is available) or;
  • credit your accountwith the purchase price of the product or;
  • refund youwith the purchase price of the product.

 

Can I return sale products?

No, sale items cannot be returned, replaced or refunded.

 

If I receive the wrong product, what should I do?

If a product is not what you ordered, you can return it to us at no charge, provided that:

  • you request a return within 7 calendar daysof receiving your order
  • it is undamagedand unused, with the original labels and stickers still attached;
  • it is in the original packaging, which must be undamaged and in its original condition with all seals still intact
  • it is not missing any accessoriesor parts;
  • it is not one of these products:
    • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
    • an audio or video recording or computer software that has been unsealed;
    • a newspaper, periodical or magazine;
    • a foodstuff, beverage or other product intended for everyday consumption;
    • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies and wipes;
    • a beauty product or fragrance that has been used;
    • a product which has been personalised for you or made to your specifications.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

 

Can I return a product without accessories?

Unfortunately not – the complete product has to be returned. This means that if a TV remote is not working, the TV needs to be returned as well, as it would need to be tested with the remote once fixed.

 

Shipping and Delivery

Can I change my delivery address?

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

 

What are my delivery options?

Courier - We deliver directly to your home or office within South Africa as allowed by our courier partners.  All delivery and tracking details are supplied to you at checkout;

 

What will delivery cost me?

Standard delivery costs R120 per order

 

When do I get it?

5 business days from receipt of payment.

What happens if a product is missing from my shipment?

If you received an incomplete delivery you can notify us at queries@natassiar1.com, then our friendly customer service team will be in touch with you to assist.

How do I track my order online?

Once we’ve received your order from our suppliers, we’ll send you an e-mail with tracking details. If in doubt, contact us.

Please note:

  • The countdown in terms of the shipping period begins once your payment has been authorised. For credit cards this means that once the bank gives us an authorisation code. For cash deposits and Internet transfers this means once the funds reflect in our bank account.
  • Business days are defined as Mondays to Fridays, excluding public holidays.

 

General

What happens if a product is out of stock?

If a product goes out of stock, it may take us 2 weeks to order the stock from our suppliers and then to dispatch stock to you.

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

 

How do I use/redeem a promotional coupon code?

  1. Add the desired products to your basket and click on "view basket and checkout"
  2. proceed to checkout first and add your discount code in the "coupon code" box on the right hand side of your screen.

 

Why isn’t my discount code working?

Discount codes or coupons have terms and conditions regulating when and how they could be used, such as an expiry date, minimum spend and could also be that it may only be used for certain products or ranges.

The terms and conditions are usually given along with your code. Please ensure that you meet all the T’s & C’s when trying to redeem the code in the discount code/coupon box at checkout.

 


Still struggling? Contact us

Customer Service Centre Times:
Week days 8h00 – 17h00
Public Holidays
(16th, 24th, 26th, 27th Dec & 2nd Jan)
(Closed on Christmas & New Year’s Day)

Email: queries@natassiar1.com

 

Can I cancel my order?

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

 

How do I cancel my order?

Get in touch with us at queries@natassiar1.com to cancel an item or a complete order.

If the order has not yet been paid for, it can simply be cancelled.

If it has been paid for, you have the option of a credit or a full refund if you cancel prior to the point at which you receive a notification that it is being shipped for delivery.

 

How can I pay for my Order?

We have a number of safe and easy ways to pay for your items ordered.

You will be prompted to make payment using one of the following methods:

  • Credit Card/Debit Card– immediate payments are securely processed.
  • Bank Transfer– you will receive an invoice by email with our bank details and we will dispatch your order within 24 hours of your payment clearing. Please note that Bank Transfer payments could take up to 7 days to clear.
  • Instant EFT– immediate payments are securely processed.
  • Cash Deposit– please note there is a 3% surcharge for this payment method.
  • Gift Voucher– you can pay with a Faithful to Nature Gift Card If you are struggling with this find out how to do so here.