Returns and Delivery

RETURNS & DELIVERY

We want you to fall in love with your modernatural garment, but if you decide you don't -  please don't worry! We offer full cash refunds, exchanges or store credit within 14 days of receiving your items back.


OUR RETURNS POLICY

We accept returns with respect to the following criteria:

- The item must have been sold on our modernatural online store. 
- The return or exchange request is made within 14 days of delivery
- The return is made within 14 days of the return or exchange request
- The item should be returned unworn, unwashed, with tags attached & in original condition, suitable for re-sale. We are unable to accept returns of used, laundered or customer damaged goods.
All returned items will be thoroughly inspected upon receipt & will only be processed if our returns standards are met. In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you.  
- It is our customers' responsibility to return the item to us by reliable and recorded delivery. In the case that the return is lost in the post, we cannot process the refund. 
-  If you have requested any alterations and measurement changes to the items you have ordered, you will not qualify for a return.
- In the unlikely event that the item you receive is defected, we will replace it or refund it at no cost to yourself. To process the return and replacement of a damaged item, please follow the instructions below, but we will arrange to collect from you with our couriers. Once we have inspected the damaged item, we will refund you or arrange a replacement to be sent to you. In the case that we are unable to replace the item because it is out of stock, we will offer you a full refund or store credit, whichever you prefer.
- No refunds or returns on swimwear

- Unfortunately we cannot offer returns on international orders as South African Customs charge us duty to bring the item back into the country, and it becomes unreasonably costly.

HOW TO RETURN YOUR ITEM

  1. Email us at hello@themodernatural.com to tell us you will be returning your purchase and please provide us with a brief message of the reason for your return, eg. fit, size, etc. We really appreciate the feedback so we can always do better. 

  2. Package with all original tags and bags included, your name and send to the address we will provide in our reply mail. 
Our customers usually opt for the Postnet to Postnet option (R99 overnight, our nearest to send to is Parkview, Johannesburg), but Aramex, Courier Guy and Collivery are all trusted and recommended.
If the original tags and bags are not included with the return we will deduct a small fee from your refund amount. 
  1. On receipt of your return in good order, we will get in touch to discuss your available options. In the case of a full refund, we’ll request your bank details to deposit the refunded amount to.  Please allow 5 - 10 working days for the refund to process (this is the amount of time they stipulate, but it is usually faster)

    EXCHANGES

    If you have ordered an item in the wrong size/colour/print, we will gladly exchange it for you depending on stock availability.
    Please follow the same procedure above, indicating that you would like an exchange or store credit and not a cash refund. 
    Once we receive your returned item in original packaging and condition, we will process your exchange or issue your store credit.

    PROMOTION AND DISCOUNT CODES

    No refunds, returns or exchanges will be given on purchases made with a discount code or offer.

    SALE ITEMS

    No refunds or store credit will be given on sale items, however we will allow for exchanges if sizing is the issue, and this will depend on stock availability.

    DELIVERY

    We use CourierGuy for all our deliveries - you will receive email updates from them as your item leaves Aye Mami HQ. If you wish to change your physical address, the opportunity will arise once you receive your dispatch email.
    ETAs and Lead Times depends on the individual style and whether we have it in stock for immediate delivery, or there is a pre-order wait period which at a maximum will take 3 - 7 working days. 
    Once you receive your courier email - your item is headed to you! From the courier to you, orders in Johannesburg may be next day delivery and 48 hour delivery to any major cities in South Africa. Outlying cities may take up to 72 hours for delivery.