Returns & Exchanges

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? Exchange it within 30 days.
  • Changed your mind? Refund or store credit within 30 days (full price items only).
  • Sale items? Exchange only.
  • Postage? You cover the return, unless you added Package Protection at checkout.

Start a return or exchange

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 an exchange. Change of mind on a full price item gets a refund or store credit. Sale items are exchange only.

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. One per customer. No hoops, no awkwardness.

What we can't take back

For hygiene and fairness, no returns or exchanges on underwear briefs, Final Sale items, or anything bought during a sale or promo. 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 exchange, refund or credit.

Return postage: on us if you added Package Protection at checkout. Otherwise it's on you, and your refund or credit 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 exchange only. No change of mind refunds.
  • Stock moves fast. If your exchange size has sold out, you'll get store credit. Restocks aren't guaranteed.
  • 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.

Need a hand?

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