Refund policy

Return & Refund Policy

Welcome to Rose by NattyB.
We take pride in creating personalised handmade gifts and keepsakes with care and attention to detail. Please read our Return & Refund Policy carefully before placing your order.

Personalised & Custom-Made Products

As the majority of our products are personalised and custom made to order, we are unable to accept returns or offer refunds for:

  • Change of mind
  • Incorrect information provided by the customer (including spelling, dates, colours, sizing or custom requests)
  • Minor colour variations due to screen/display settings
  • Delays caused by postal carriers once dispatched

Please ensure all customisation details are checked carefully before submitting your order.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong product, please contact us within 7 days of delivery.

To assist with your claim, please provide:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

Once reviewed, we will arrange one of the following where appropriate:

  • Replacement item
  • Store credit
  • Refund

Non-Personalised Products

Non-personalised items may be eligible for return within 14 days of delivery, provided:

  • The item is unused and in original condition
  • It is returned in original packaging
  • Return postage costs are covered by the customer

Refunds will be processed once the returned item has been received and inspected.

Order Cancellations

Orders may only be cancelled within 12 hours of purchase if production has not yet commenced.

Once custom design work or production has started, cancellations cannot be accepted.

Shipping Information

We carefully package all orders to ensure they arrive safely. However,  Rose by NattyB is not responsible for:

  • Delays caused by Australia Post or courier services
  • Lost or stolen parcels once marked as delivered

If you experience a delivery issue, we recommend contacting the shipping provider directly. We are happy to assist where possible.

Contact Us

For any questions regarding your order, please contact us via:

  • Website contact form
  • Instagram or Facebook messages
  • Email: natmbentley@gmail.com

We are always happy to help and want you to love your purchase.

Rose by NattyB
Small Australian business specialising in personalised gifts and keepsakes.