Shop Policies and FAQ's

Email Support

Support Email

hello@native21.com

Shipping

Unfortunately Royal Mail and other couriers are experiencing delays across the UK at the moment. The severity of this will depend on your local sorting office, but is a direct result of staff absences and numerous other factors. Rest assured, we are still shipping on time and as normal! It is only when we hand over to the courier that their delays might impact how soon your order arrives. Please do allow a little extra time for delivery. If you're looking to order for Christmas this year, we would recommend placing your order as far in advance as possible and opt for a tracked service at checkout. Thank you!

Picking/packing time:

Orders placed before 2pm are usually dispatched the same day, however, please allow 1 working day to count for any delays. Your order will then be shipped via your chosen shipping method.

The above doesn't include made to order items. These will need a little more time and will be shipped separately along with any pre-orders.

Shipping methods:

Royal Mail standard (3-5 working days)

Royal Mail Tracked (3-5 working days)

Royal Mail Tracked Express (1-2 working days)

DHL Next Day Delivery

After your order leaves our warehouse, the following delivery estimates apply:

To the UK: 

Royal Mail standard (3-5 working days)

Royal Mail Tracked (3-5 working days)

Royal Mail Tracked Express (1-2 working days)

DHL Next Day Delivery

To the EU: Royal Mail EU Standard aim to deliver your order within 3-5 working days.

USA and Elsewhere: Royal Mail International Standard aim to deliver your order within 3-7 working days.

We can't accept responsibility for any incorrect addresses submitted by the customer. If your order has not yet left the warehouse, please do let us know asap and we will be able to change this for you.

If the order has shipped, unfortunately it is out of our hands. If the package does make it's way back to us, we may be able to re-send to the correct address subject to an additional shipping fee.

Items such as T-Shirts, Sweatshirts, Phone Cases and Tube Socks are made to order just for you at our external printers. 

These items can take 3-5 working days to ship, and will arrive separately to any in-house items you may order. So don't panic if only your air freshener arrives at first, as your MTO item is on it's way!

🌍 Making clothing to order allows us to be as environmentally friendly as possible and avoid any form of fast fashion. All clothing is made with sustainable materials and packaging, and due to not housing any over-stock - it significantly reduces waste.

Customer Service

Royal Mail do not consider items 'lost' until 10 working days after dispatch for the UK, and 30 days elsewhere. 

If your order has not arrived by then, please do let us know and we will happily look in to this for you! Please also double check your address, with neighbours, or your dedicated 'safe place'.

If your parcel tracking states the order has been delivered, we have to accept this as final and can not take responsibility for any missing item claims thereafter. 

So sorry to hear this! Please get in touch with your order number, address, and photo's of the fault and we will get this sorted right away for you!

Our clothing & phone cases are custom made from our external print-shop and are sent separately to our in-house items. Estimated shipping times for these are 3-10 working days (not including weekends). 

Returns

Of course. You can return any unused and unopened items to our warehouse.

Items must be returned to us within 14 working days. Before you send the package, please check the following:

✨ Drop us an email at hello@native21.com, to request our return or exchange information.

✨ Please enclose your original packing slip, or a note including your full name and order number so that we can match the return with your account.

✨ We recommend obtaining a 'proof of postage' receipt from your chosen courier, and opting for a tracked service so you can check its progress.

Once we received your return, a refund will be issued through your original payment method (Paypal, Bank, Clearpay, Klarna etc). The time it takes to receive your funds may differ depending on original payment method, so please do check in with them if you have any banking queries.

If you choose an exchange, the original shipping times will apply.

Buyer is responsible for return shipping costs. Shipping costs are non-refundable. Please see our refund policy for more details.

Other

Pre-orders are the best way to ensure you bag exciting new products before they sell out!

On each pre-order product page, an estimated in-stock arrival date will be shown in the description. 

If you order any other items alongside your pre-order, these will be sent as normal. Your pre-order will be shipped separately once they arrive in stock. This is so you don’t have to wait around for the entire order, and we will cover the additional shipping cost! ✌🏼

The manufacturers work super hard to ensure they meet the estimated arrival dates, but delays MIGHT occur. It’s never usually more than 1-3 days either side, but anything from manufacturer delays or courier issues may cause this. We will always update the product descriptions if there are any date changes. We can not guarantee delivery by a certain date.

⏰ One order refunded EVERY HOUR

One random order will be fully refunded, once per hour. From Friday 26th November until midnight on Monday 29th November.

🎁 Free gift for all orders over £10

Once you reach £10 in your cart, a pop up will display on your screen. The gift of choice must be added to cart in order to qualify. We can not issue free gifts if they are not included in your order details. Please get in touch if you do not see the pop up, and we may be able to add it for you.

💸 An extra 10% off when you sign up to our newsletter

Sign up to our newsletter to receive your 10% off code. Head to the bottom of our homepage to fill in the signup form. Not available for existing newsletter members.