Refund & Return Policy

You have 30 days from the date your order arrives to request a refund. If your shoes aren't right for you, get in touch, return your order to us, and we'll refund you in full. No questions that make you feel silly for asking. Full details below.

Our 30-Day Money-Back Guarantee

Every order from TryNativ is covered by our 30-day money-back guarantee. That means you have a full 30 days from the date your order arrives to decide whether your shoes are right for you.

If you've given them a fair go and you're not satisfied, for any reason, get in touch and return your order. Once we've received it back, we'll process your full refund.

To qualify for a refund under this guarantee, we ask one thing: that you contact us and return the product within 30 days of your order arriving.

We don't ask for essays or explanations. We may ask a couple of quick questions to understand how you got on, but your word is enough.

Free First Size Swap

Getting the right fit matters, especially when you're on your feet all day. If your first pair isn't quite the right size, your first size swap is on us — you won't pay a penny for the exchange itself. All we ask is that you cover the return shipping to send the original pair back to us. Once we receive it, we'll send out your new size straight away.

This applies to your first size exchange per order. Any additional swaps after that will also require a return shipping charge.

How to Request a Refund or Exchange

1. Email Hello@trynativ.com, call 0800 208 1175, or visit our contact page at trynativ.com/pages/contact
2. Include your order number and a short note about what you'd like us to do (refund, size swap, replacement, etc.)
3. We'll reply within 24 hours, but usually much sooner, with the return address and next steps
4. Post the product back to us
5. Once your return reaches us, we'll process your refund or send out your new size within 1 to 5 business days
6. Refunds go back to your original payment method, and we'll send you a confirmation email once it's complete

Return Postage & Condition

• Return postage is covered by you. This includes returns under the 30-day guarantee and size swaps (you cover the cost of posting the original pair back; we cover sending the new size out to you)
• The only exception is where the product arrived damaged, faulty, or incorrect — in which case we cover return postage
• Please return the product in its original packaging where possible
• We recommend using a tracked postal service so your return doesn't go missing — we're unable to refund items we don't receive

Your Statutory Rights (UK Consumer Law)

In addition to our 30-day guarantee, UK customers have a legal right under the Consumer Contracts Regulations 2013 to cancel any online purchase within 14 days of receiving the goods, for any reason, without having to justify the decision. This statutory right is separate from our 30-day guarantee.

To exercise this statutory right:

• Contact us at Hello@trynativ.com within 14 days of your order arriving
• Quote your order number and state that you wish to cancel under your 14-day statutory right
• We'll confirm your cancellation in writing and process your refund within 14 days of receiving the returned goods

If you're using your 14-day statutory right, we ask that the goods be returned (unopened where possible) and that you cover the return postage.

Damaged or Incorrect Orders

If your order arrives damaged, incorrect, or missing items, contact us at Hello@trynativ.com or call 0800 208 1175 and let us know. We'll send you a replacement free of charge, with no need to return the damaged goods unless we specifically ask for them. This is separate from the 30-day guarantee.

To help us sort it quickly, please include your order number and a short description of the issue.

Refund Timings

• 30-day guarantee refunds: Processed within 1 to 5 business days of us receiving your returned item. A return is required.
• Size swaps: New size dispatched within 1 to 5 business days of us receiving your original pair.
• 14-day statutory cancellation refunds: Processed within 14 days of us receiving the returned goods, in line with UK consumer law.
• Damaged or incorrect orders: Replacement sent as soon as we've confirmed the issue.

Once we've processed your refund, please allow an additional 3 to 5 business days for it to appear on your statement, depending on your bank or card issuer.

Questions?

If anything in this policy is unclear, or you'd like to talk through your specific situation, we're happy to help. Email Hello@trynativ.com or call 0800 208 1175, and a real person will reply — usually within a few hours during the working week.

— The Nativ Team