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# 🚀 Return or exchange of a Nataquashop item

Want to return or exchange an item ordered on Nataquashop?

||| ⚠️ **No return or exchange requests are handled by phone.** All requests must be made through your **customer account.**
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* ⏱️ You have **14 days** from the date of delivery to request a return or exchange, then an additional **14 days** to ship the parcel (based on the carrier’s postmark).
* ✅ Returns are only accepted for **new, unworn, unwashed products**, with **original tags and packaging**.
* **Club orders**, **personalized items (with printing)**, and **gift cards** cannot be returned or exchanged.
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Here are the steps to follow depending on your situation 👇
 
# 📨1 — How to return an item
You can submit a return request directly from your customer account.
**Steps to follow:**
1. Log in to your customer account
2. Go to the **“My Orders”** section
3. Select the relevant order
4. Click on **“Return product”** next to the item you want to send back
5. Follow the on-screen instructions

|| 💡 Once submitted, your request is **manually reviewed by our team** before approval. The return label is **not sent automatically**:
it will be sent to you by **email** (check your spam folder) or available in your account under **“Credits & Returns”** once validated.
Requests are processed manually within **3 to 5 business days** on average. No processing is done on **weekends or public holidays**.
 
### ⚠️ Important:
For defective products, please email [**nicolas@nataquashop.com**]() with your contact details, order number, and photos of the item.
👉 See the full article: [❌ “My product seems to be defective”](https://basenataquashop.crisp.help/en/article/my-received-product-appears-to-be-defective-1yjmwmo/)

 
# 🔄2 — How to request an exchange
Exchanges follow the same process as returns.
👉 Please follow the steps in the **“How to return an item”** section.
### How it works:
1. Once your return request is submitted, ➡️ **mention it in the comment section**
2. Specify the **desired model** and **size**
Our customer service team will check product availability and determine whether a **direct exchange** is possible or if a **store credit** will be issued.

# 📦 3 — Prepare and send your parcel
### Prepare your parcel:
* Include the return form received by email (or available in “Credits & Returns”) inside the parcel
* Choose your carrier
* Return the product in perfect condition, not used in water, with:
    * original packaging
    * new, unworn, unwashed condition
    * tags and protections intact
||| ⚠️ Parcels sent to pickup points cannot be accepted. The parcel must be shipped to the address indicated on the return form.
### Return shipping costs
As stated in our terms and conditions, **return shipping costs are the customer’s responsibility**.

# ⏲️ 4 — Tracking & validation
* Requests and return labels are **manually reviewed and approved**.
* If an exchange is possible, it will be **shipped directly**
* If the requested item is unavailable, a **store credit** will be automatically created and visible in your account
* You will receive an email once your return or exchange is validated (check your spam folder).

| If you encounter any issue submitting your request or accessing your return label, contact us at [contact@nataquashop.com](). Our team will assist you in completing the process.