Refunds & Returns.

Something wrong with your order? Tell us and we will make it right. Every NaskiCo piece is made to order for you, so we check every claim properly. Genuine claims get sorted fast. That is the whole point of the steps below.

What we cover

• Faulty or misprinted: a print that is cracked, peeling, smudged, crooked or missing, a hole, a split seam, or any other fault in how it was made.
• Damaged in transit: the item arrived damaged.
• Wrong item or size sent: what arrived is not the design, colour or size on your order.
• Not as described: the item is clearly different from its product page.
• Not received: your parcel never arrived, or tracking has stopped moving.

Because each piece is made after you order it, we don't offer returns or exchanges for change of mind or for picking the wrong size. Every product page has a size chart, and you can email us before you order if you are unsure. Small differences in print placement and garment shade between runs are part of made to order and are not a fault.

Before you start

You will need your order number (it starts with # and is in your order confirmation email) and the email address you used at checkout. We match both to your order. We only ever reply to the email address on the order.

Please tell us within 14 days of delivery for damage, misprints and wrong items, so we can look into it while the details are fresh. Found a fault later? Still tell us. Your rights under the Australian Consumer Law don't end at 14 days.

The photos we need

Take these all at once, today, on your phone camera, in good light:

1. The note photo: the item laid flat next to a handwritten note showing your order number and today's date. Pen on paper, not typed.
2. The whole item: front and back, laid flat, the full garment in frame.
3. The fault up close: one or two close-ups of the problem, sharp and in focus.
4. The inside neck label: showing the size.
5. The shipping label or satchel: if you still have it. If you don't, that's fine, just tell us.
6. A short video (print faults, optional but faster): 10 to 20 seconds, one continuous take, showing the note, then the whole garment, then the fault.

Upload the original photos from your camera roll. Please no screenshots, filters, edits, collages or photos forwarded through messaging apps, because those strip the details we use to confirm a photo is genuine. We don't need your location, and you can leave it off.

For a wrong item or size, photos 1, 2 and 4 are enough. For a parcel that never arrived, no photos are needed.

Report an issue

Fill in the form below. It takes about five minutes.

Form not loading? Open the form in a new tab (tally.so/r/RWx05K).

Photos or video too big to upload, or rather use email? Email claims@naskico.com from the email address on your order, with your order number in the subject line and the photos attached at actual size.

Can't take the photos?

That's okay. Tell us in the form or by email. We will send you prepaid return postage so you can send the item back to us for inspection. Photos are simply the fastest way. They are never the only way.

Parcel not arrived?

First check your tracking link, your letterbox, parcel locker, front desk and neighbours. If tracking shows no movement for 30 business days after dispatch, or it says delivered and you don't have it, tell us using the form. We check the carrier's records and proof of delivery and lodge an investigation with them. If the parcel is lost, you choose a replacement or a full refund.

What happens next

1. Each item can be claimed once, and a replacement we send has its own cover. You get a claim reference and we reply within two business days, Monday to Friday, Australian Eastern time.
2. We check your claim against your order and the photos. Sometimes we will ask for one more photo, or ask for the item back. If we need it back, we send you prepaid return postage.
3. If we replace or refund a faulty item and don't need it back, we may ask you to cut through the print or label and send us a photo, so it can't be passed on as a second claim. That's a request, not a condition. If you'd rather not, you can send the item back to us instead, postage paid.
4. Whatever the fault, you choose a replacement or a full refund, including the shipping you paid. That goes for damage, misprints, wrong items, items not as described and lost parcels.
5. Refunds go back to your original payment method within 10 business days of approval. Your bank may take a few days more to show it. Replacements go into production straight away, and the usual production and delivery times apply.

Honest claims, both ways

We keep a record of every claim, including the photos, for as long as we need it for our records and any payment dispute. If photos have been edited, generated, or taken from somewhere else, or a claim doesn't match the order, we will decline it and we may refuse future orders. We treat you the way we want to be treated, and we ask the same.

"Therefore all things whatsoever ye would that men should do to you, do ye even so to them."
Matthew 7:12 (KJV)

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights. You don't need the original packaging to make a claim. Full details are in our Refund Policy.

Questions?

Email hello@naskico.com. A real person answers.