Refund & Return Policy
At Nate & Rose, we aim to provide a transparent and straightforward shopping experience.
Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
2. Conditions for Returns
An item is eligible for return if:
- It is unused, unworn, and undamaged
- It is in its original condition
- All original labels and packaging are intact
- The return request is submitted within the return period
- The return is pre-authorized by our customer service team
Trying on items for fit (as in a retail store) is permitted.
If there are visible signs of wear, washing, or damage, a reduction in value may be applied.
3. Items Excluded from Returns
Returns are not accepted for:
- Items with broken hygiene seals
- Personalized or custom-made products
- Items damaged through improper use
Underwear, shapewear, and bras are non-returnable if the hygiene seal has been removed.
4. Return Shipping
All returns must be shipped to our local warehouse in USA.
Customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports customs clearance
- Paying any customs duties, taxes, or handling fees
- Ensuring accurate customs documentation
Return shipping costs are the responsibility of the customer, unless the item arrives damaged or incorrect. In such cases, we will cover the return costs.
Nate & Rose is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
5. Return Address
Returns must be sent only to the return address provided by our customer service team after approval.
Returns sent to any other address cannot be processed.
6. How to Start a Return
To request a return, please email Info@nateandrose.com with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Clear photos (required for damaged or incorrect items)
- Your full name and shipping address
You will receive instructions within 24 business hours (Monday–Friday).
7. Order Cancellations
Orders may be cancelled within 30 minutes of purchase.
Once processing has begun, cancellation is no longer possible.
After delivery, a return may be requested in accordance with this policy.
8. Refunds
Once your return has been received and inspected:
- You will be notified of the outcome
- Approved refunds are issued to the original payment method
-
If approved, your refund will be issued to your original payment method within 10 business days.
9. How Discounts Work When You Return Items
If your order included a promotional discount (such as bundle deals, Stack & Save, or buy-more-save-more offers) and you return part of your order, your refund may be adjusted.
Discounts are recalculated based on the items you keep, not the items originally purchased.
Example:
If you return items and no longer meet the conditions of the promotion, the discount is removed and your refund is recalculated accordingly.
10. Store Credit
In certain cases, store credit may be offered at our discretion.
Store credit is non-refundable and can only be issued once per order.
11. Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout:
- We may arrange a redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
- Offer store credit as a gesture of goodwill, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
12. Policy Updates
Nate & Rose reserves the right to update or modify this policy at any time.
Changes take effect immediately upon publication on our website.
Last Updated: 13 October 2026
13. Contact Information
If you have any questions, our support team is happy to assist.
Email: Info@nateandrose.com
Phone: +1 740 780 0719
Contact form: https://nateandrose.com/pages/contact
Business information
Website name: Nate & Rose
Address: Biezenbos 18, 8200, Brugge, Belgium
Company name: ROGOV EMPIRE
Email: Info@nateandrose.com
Phone: +1 740 780 0719
Tax registration number: BE1036939896
Company registration number: 1036939896
Warehouse address: 1324 Modoc St, Springfield, Oregon, 97477, United States