Refund policy
Refund & Return Policy
Last updated: September 19, 2026
Thank you for shopping with us! We want you to be happy with your purchase. Please read our refund and return policy below.
Returns
Because many of our products are made to order specifically for you, we generally DO NOT accept returns or exchanges for change of mind, incorrect size selection, or ordering the wrong product.
Please carefully review your order, product details, sizing information, and shipping address before completing your purchase.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 14 days of delivery.
To help us resolve the issue, please provide:
- Your order number
- A description of the problem
- Clear photographs showing the damage, defect, or incorrect item
- Any other information we may reasonably need to investigate the issue
If the issue is confirmed, we may provide a replacement or refund at our discretion.
You will not be required to return an item that was damaged, defective, or incorrectly fulfilled unless we specifically request that you do so.
Wrong Address
Please make sure your shipping address is correct before placing your order. Refunds will not be made for the wrong address.
Once an order has entered production or shipped, we may not be able to change the shipping address.
Lost or Stolen Packages
Once an order has been marked as delivered by the carrier, we are generally not responsible for packages that are lost or stolen after delivery.
If your package appears to be lost in transit, please contact us so we can help investigate the shipment with the carrier.
Cancellations
Orders are processed promptly. If you need to cancel an order, please contact us as soon as possible after placing it.
We cannot guarantee that an order can be cancelled once it has entered production or fulfillment.
If cancellation is possible before production begins, we will issue a refund to the original payment method.
Refunds
If a refund is approved, it will be issued to the original payment method.
Please allow your payment provider or bank additional time to process and display the refund in your account.
Sale and Promotional Items
Unless otherwise stated, the same refund and replacement conditions apply to sale and promotional items.
Contact Us
If you have a problem with your order, please contact us before opening a payment dispute or chargeback. We are happy to review the situation and work with you toward an appropriate resolution.
Email: contactsupport@naytalie.com
We reserve the right to review refund and replacement requests individually and to update this policy when necessary.