FAQ

Shopping Information

Where do you ship from and who do you ship with?

All Natpilo products are shipped from our Australian warehouse using trusted local carriers. You’ll receive a tracking number once your order has been dispatched.

How much is shipping and how long will it take?

We offer free standard shipping on orders over $500 within Australia. Delivery typically takes 3–7 business days, depending on your location. If your order is under $75, a flat shipping fee applies.

Can I expedite my order?

Yes. We provide an express shipping option at checkout for an additional fee, which typically reduces delivery time to 1–3 business days.

How long will it take to get my package?

Once your order is shipped, you can expect delivery in 3–7 business days with standard shipping, or 1–3 days with express shipping. You’ll receive updates via email or SMS.

Payment Information

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and Afterpay. You can choose your preferred method at checkout.

Are my payment details secure?

Absolutely. Our website uses industry-standard SSL encryption to ensure your payment and personal information remain confidential.

Do you offer financing or installment plans?

Yes, we’ve partnered with Afterpay to allow you to split your purchase into interest-free installments.

When will I be charged for my order?

For credit card or PayPal transactions, you’ll be charged as soon as your order is placed. For Afterpay, you’ll make your first payment at checkout, with the remaining installments scheduled thereafter.

Order Returns

What is Natpilo’s return policy?

We accept returns within 30 days of delivery, provided items are in their original, unused condition. If you need help, our Customer Care team is just a click away.

How do I initiate a return?

Simply contact our support or fill out the online return request form. We’ll guide you through packaging and provide any necessary return labels.

Who covers the cost of return shipping?

For defective or incorrect items, Natpilo covers all return shipping costs. Otherwise, a small fee may apply, which will be detailed during your return request.

How long does it take to process my refund?

Once your return arrives at our warehouse, please allow 6–12 business days for our team to inspect the item and process your refund. You’ll receive a confirmation email once it’s complete.

Can I exchange an item instead of returning it?

Absolutely. If you’d like a different size, color, or style, let us know during the return process and we’ll do our best to accommodate your request.

Have a question

Our Customer Care team is here for you. If you need immediate assistance, click below to chat live with a Natpilo representative.

For returns, please allow 6–12 business days from when we receive your package for a refund to be processed. We appreciate your patience and look forward to helping you.