Shipping & Returns

Return Policy:

Regular priced, in stock items are eligible for a refund or store credit, with the exception of our Magic Undies.

Any items purchased on sale or at a discount can be returned for store credit only. 

Sale items discounted 40% or more from the original price are FINAL SALE (this includes the Small Business Saturday Sale). 

Return for refund must be submitted within 7 days of receiving your order, and mailed back within 7 days of receiving an RMA number.

Store credit will be offered for returns up to 30 days after receipt, no returns will be accepted after 30 days. 

All items must be returned in original condition: clean, and with all tags & hygenic liner intact. We reserve the right to refuse a return or charge a restocking fee if these conditions are not met. 

Returns over $500 will be subject to a restocking fee — please see below under 'Cleaning and Restocking Fees' for details.

If you opt to pick up your online order in-store, it must be picked up within 2 weeks of the fulfillment date to be eligible for refund. If you do not pick up your order within 2 weeks, it will only be eligible for store credit (up to 30 days).

All items purchased in store must be returned in store. 

 

Can I exchange my order?

If you are wanting to exchange an item for another size or colour, please place a new order for the item you want and return the original order for a refund. This ensures you will receive the piece you want quicker, and that it doesn't sell out while you are waiting for your return to arrive back at our office.

We do not offer prepaid return labels, but we will refund your original shipping cost when the first item is returned. When you are submitting a return request, please write in the notes section that you are placing a new order and we will be sure to include the shipping cost in your refund. 

 

Cleaning and Restocking Fees

Products must be returned in original condition with care tags and hygienic liner intact. We reserve the right to refuse a refund if product is damaged, has a strong odour, or is missing tags/hygenic liner. If products are dirty (deodorant marks, makeup stains, or have pet hair on them) a 10% cleaning fee will be charged. 

If you return between $500 - $750 worth of product, a restocking fee of $25 will be applied to your total return. Returns over $750 will have a $50 restocking fee applied.

We are a small business with limited inventory, and extremely large orders & returns impacts our cash flow and ability to manage inventory. If you have any questions about fit or sizing please let us know, we are happy to help! 

 

How do I initiate a return?

We’ve recently launched a new online system to track returns! Click here to start the process.

In an effort to remain as sustainable as possible, please send your return back to us in the original packaging if you are able — our cardboard boxes are designed to be used twice.

 

When will I get my refund?

Once we’ve received your return, your refund will be processed within 10 business days. You will be notified by email when your package has been received, and again when the refund or store credit has been processed.

 

Can I return an online purchase in store?

For sure! Please click here to start the return process and wait to receive further instructions before coming by our store.

 

Can I get reimbursed for return shipping costs?

At this time we do not offer reimbursements for return shipping costs. We are a small, ethical fashion brand and we try to keep the prices on our items as low as possible while still manufacturing locally. Shipping is a cost we do not factor into our pricing. 

 

Lost or stolen packages?

We used tracked and insurable shipping methods — if your tracking information shows that your package was delivered, but you have not received it, please click here to get in touch with us. 

Please be aware that our mail insurance provider requires us to wait 21 days from the date of shipping before we can file a claim for a lost package (45 days for international orders). After the claim has been resolved, we will resend your order or issue you a refund. We know this is a frustratingly long time to wait, especially after not receiving an order you waited for, but as a small business we cannot afford to issue refunds before we have received reimbursement for them. We really appreciate your understanding and patience in these situations!

Nettle’s Tale is not responsible for any packages that are lost or stolen when being returned to us. Please use an insured and trackable shipping method when returning your package. 

 

DUTIES / CUSTOMS / INTERNATIONAL RETURNS

Please be aware that duties & customs charges may vary by country, and Nettle’s Tale does not cover any of these costs incurred on international orders. 

When returning or exchanging product internationally, please be sure to note that the package is a returned item when filling out customs paperwork, and that the 'Country of Origin' is Canada.

 

Do you ship internationally?

Yes! We offer flat rate shipping for US and international orders, available at checkout. If you would like a different service than ones you see available, please contact us and we will get you a custom rate based on your order and shipping preferences.

 

When will my order ship?

All orders are shipped from our office within 2-3 business days (Mon-Fri). If you have any concerns about fulfillment times, or need your order to be rush shipped, click here to get in touch with us. 

If you place a pre-order and add an in-stock item to your order, the in-stock item will be put on hold and the entire order will be fulfilled at once. If you do not want to wait for your in-stock item, please place a separate order for that piece.