🚀 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.

⏱️ 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.

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:

Log in to your customer account
Go to the “My Orders” section
Select the relevant order
Click on “Return product” next to the item you want to send back
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”

🔄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:

Once your return request is submitted, ➡️ mention it in the comment section
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.

Updated on: 30/04/2026

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