Returns & Store Credit

Undies don't really work in a try-before-you-buy scenario. We all sleep better knowing our delicates haven't been getting intimate with anyone else's bits.

So here's the dealio. We play by Australian Consumer Law. If something's faulty, we fix it. If you've changed your mind, we've got a fair process for that too.

The short version

  • Faulty? Free replacement or refund. Always.
  • Wrong size or colour? Store credit within 30 days, so you can grab the right fit.
  • Changed your mind? Store credit or refund within 30 days (full price items only).
  • Sale items? Store credit only.
  • Final Sale? No returns unless faulty.
  • Postage? Return postage is on you, unless you added Package Protection at checkout. Then we send a free return label and add a $20 bonus to your store credit.

Start a return

Faulty item

First up, sorry. A rogue pair has escaped our quality control and that's on us. Lodge it through our Returns Portal within 30 days, add a few clear photos, and pick a replacement or a refund. No cost to you, whether you paid full price or bought on sale.

Wrong size, colour or just not feeling it

Happens to the best of us. Maybe you fancy a different colour now you've seen it in the flesh, or you've slept on it and found yourself in a bit of a knicker pickle. Either way, we can help if:

  • You lodge it within 30 days of receiving your order
  • It's unworn, unwashed and, ahem, unstained
  • The swing tag is still on (outer packaging isn't needed)

Wrong size or colour gets store credit for the full amount, so you can reorder the size or colour you love. Change of mind on a full price item gets store credit or a refund. Sale items get store credit only.

A word on postage. For returns, postage back to us is on you. The exception is if you added Package Protection at checkout, in which case we cover the return label and add a $20 bonus to your store credit.

Honestly, we'd rather you didn't have to send anything back. If you're umming and ahhing over cut, colour or size, chat to us before you order. Think of the carbon we'll save not posting knickers back and forth.

First Pair Guarantee

First NAT'V order and your first pair isn't doing it for you? Get in touch within 15 days of receiving it, keep it unworn with tags on and in the original packaging, and we'll swap it for a size or style that suits you better. Postage is on us both ways. One per customer. No hoops, no awkwardness.

What we can't take back

For hygiene and fairness, no returns on underwear briefs or Final Sale items. Faulty is always the exception.

How to send it back

  1. Head to our Returns Portal and follow the prompts.
  2. Once approved, we'll send you instructions (and a return label if you're covered).
  3. Post it back. When it lands with us, we'll process your store credit or refund.

Return postage: on us if you added Package Protection at checkout. Otherwise you cover the postage back to us, and your credit or refund won't include the original shipping.

A little note on postage. We don't keep a cent of it. Every dollar goes straight to Aus Post for the honour of carrying your knickers across the country. We're a small Aussie business, not a giant with a warehouse the size of a suburb, so we just can't absorb it. Thanks for understanding, we love you for it.

Sale time fine print

Buckle up, beautiful:

  • No double dipping. Sale prices can't be stacked with codes, VIP Perks points or other offers.
  • Sale items are store credit only. No change of mind refunds.
  • Stock moves fast. Restocks aren't guaranteed, so grab your size while you can.
  • Deals have a deadline. Sale pricing only runs during the sale window. When the clock stops, so do the deals.
  • Couriers get sleepy at sale time. Allow a touch longer for delivery.
  • Pre-orders. All items within the order will be shipped when the pre-order is ready to go.

Need a hand?

We've got your back (and your bum). Live chat on the website or email service@natvbasics.com. Question, compliment or cheeky complaint, we're here for it.