DHL EXPRESS WORLDWIDE SHIPPING AVAILABLE

Refund policy


You have 14 days from the date you receive your order to return items physically to us. Any items not received at our depot within this timeframe will be rejected.

All returns must be sent via Royal Mail only and have clear details of your name, order number and refund/exchange details.

Return Address with Royal Mail only :
The NAP Co
P.O. Box 441
Tarporley
CW6 6DQ

It is the customer’s responsibility to ensure the goods are returned to us. Unfortunately, we are not liable for any lost items, and these will not be refunded.


Non Refundable items

  • Personalised goods
  • Sale Items reduced by more than 50% are deemed final sale  
  • Knickers
  • Haircare items- Claw clip or Scunchie 


All sale and personalised items are final and are non refundable including our limited edition Archive box. We do not offer exchanges on any discounted or sale items.



International Shipments 
 

Please note that international orders may be subject to customs duties, taxes, and import fees in the destination country. These charges are not included in your order total and are the full responsibility of the recipient.

We are unable to predict or control these charges, as they are determined by your local customs authority. We recommend contacting your local customs office for more information before placing your order.  If duties are refused and the parcel is returned to us, we will refund the item(s) but not the original shipping cost and a deduction will be made to cover your return postage costs and processing fee. 

Please retain proof of postage as we may ask you to provide this to us, should there be any issues with the return.
Returned items must be physically received by our warehouse within 14 days of your order arriving to you. Return requests must have at least 2 working days before your end of return date to be accepted. This allows time for shipping and processing. Any return request with less than two working days will not be accepted. 
 
To be eligible for a return, your item must be:
 
  • In the original packaging with tags attached
  • In the original condition, unwashed and unworn 
*Please note: should there be any marks such as make-up, your return may be refused. Please take extra care when trying on your items.

Refused Shipments & Unpaid Customs Charges

For international orders, any applicable customs duties, taxes, import fees, and clearance charges are the responsibility of the customer unless otherwise stated at checkout.

If a customer refuses delivery, declines to pay customs charges, or requests that a shipment be returned after dispatch, The NAP Co. is unable to issue a refund where:

  • The parcel is abandoned, destroyed, or disposed of by the carrier or customs authority.

  • Return shipping costs, customs charges, duties, taxes, storage fees, or re-import fees exceed the value of the goods.

  • The parcel cannot be successfully returned to us.

Where a refused shipment is returned to The NAP Co., any refund issued will be less all costs incurred by The NAP Co., including but not limited to:

  • Original shipping charges

  • Return shipping charges

  • Customs duties and taxes

  • Re-import fees

  • Storage or handling fees charged by the carrier

These deductions may result in a partial refund or, in some cases, no refund being available.

Customers who initiate a chargeback due to refusal to pay customs duties, taxes, or import fees that were clearly disclosed prior to purchase may have the chargeback disputed with supporting evidence, including our website policies, checkout notices, shipping documentation, and carrier records.

By placing an international order, customers acknowledge and accept responsibility for any applicable import duties, taxes, and customs charges required by their destination country.

 

 

Unclaimed Parcels

 

Parcels held by customs or the carrier and not claimed within their holding period may be returned or destroyed. The same charges and conditions outlined above apply to unclaimed parcels.





Incorrect Address Responsibility



If an international shipment is delayed, lost, or returned due to an incorrect or incomplete address provided by the customer, all associated costs (including reshipping fees) are the customer’s responsibility.

No refunds will be issued for orders returned or destroyed due to incorrect address information.





Non-Refundable Shipping



All international shipping fees are non-refundable, regardless of the outcome of the delivery, customs clearance, or refusal.





Force Majeure & Local Regulations

 

Local import restrictions, customs policies, or shipping delays outside our control do not constitute grounds for cancellation or refund.

We comply with all international shipping laws but cannot override country-specific customs decisions.

 

 

 

 

If you choose Express Delivery, you will receive a notification from DHL EXPRESS ON-DEMAND DELIVERY (ODD) and we will provide you with email/SMS updates about your shipments progress and estimated delivery date/time. If the shipment doesn’t fit your schedule the 100% free service enables you to choose the time and place of delivery. Giving you maximum flexibility and greater control over your shipment. Example ODD image below.

 

 

 

  
 
How soon will I receive my refund?
 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
 
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment. Payments can take up to 7-10 working days to be processed.
 
For any further assistance, please contact us:
Returns@thenapco.com