FAQ

How can I return an item?

Please register your return in our returns centre. You will find all information on returns here.

When will I receive a refund for my return?

As soon as your return has been received by our logistics centre, you will receive your refund on your chosen payment method. After sending the return, the process can take up to 14 working days.

What does the return cost?

The costs for returns from Belgium, Croation, Czech Republic, Denmark, Estonia, Finland, France, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Spain and Sweden must be paid by the customer.

Are there any conditions attached to the return?

Please pack the items carefully and if possible in the original packaging. Place the return label clearly visible on the top of the package and keep the tracking number for at least 14 days.

When trying on items of clothing, we ask that you observe hygiene and, in particular, only try on underwear or swimwear over your own underwear.

We appreciate it if you let us know your reason for return. This will help us to continue to improve in the future.

What can I use to pay?

You can pay with Klarna, PayPal, credit card, Apple Pay, Google Pay, iDEAL (Netherlands) and Bancontact (Belgium). You can find all payment options and information about them here.

Can I change my payment method afterwards?

Unfortunately, the payment method cannot be changed afterwards.

I have received a reminder from Klarna although I have returned my order. Why?

You may have been charged with shipping costs and these must also be paid by you for both full and partial returns. Overdue fines are charged by  Klarna and must be paid to Klarna.

How much are the shipping costs?

For the shipping countries Germany and Austria you can shop in our german Onlineshop. Click here to get to the german Onlineshop.

For delivery to the following countries, shipping and return shipping costs apply.

Shipping costs: Belgium, Croation, Czech Republic, Latvia, Lithuania, Luxembourg, the Netherlands, Poland: 6,95 €

Shipping costs Estonia, Finland, France: 7,95 €

Shipping costs Denmark, Italy, Portugal, Spain, Sweden: 8,95 €

The cost of the return must be borne by yourself.

Can I change or cancel an order?

Unfortunately, we cannot change your order afterwards. Please return the item and order again. If you wish to cancel your order, this is only possible within 2 hours of ordering and must be checked individually. Individual items cannot be cancelled. Please contact online@naturana.de to cancel your order.

Can I exchange an item?

Unfortunately, an exchange is not possible at this time. Please return the item and order again.

I have a complaint. Who can I contact?

Please contact online@naturana.de if you have a complaint. We will be happy to help you.

To which countries do you deliver?

We currently deliver to Belgium, Croation, Czech Republic, Denmark, Estonia, Finland, France, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Spain and Sweden.

Can I check the delivery status?

Yes. In your shipping confirmation you will find the link to your delivery status.

I have not received my delivery, but according to the delivery status this should be the case. What can I do?

In this case, please contact online@naturana.de. We will be happy to help you.

I have subscribed to the newsletter but i do not receive a newsletter in my email inbox. What is the reason for this?

Please check the SPAM settings of your e-mail provider. T-Online in particular automatically blocks this type of e-mail so that it does not appear in your mailbox or SPAM folder. In this case, please check your settings.

If you still do not receive any e-mails after changing your spam settings, please contact us at online@naturana.de.

How can I use a voucher code?

Please enter your voucher code in the "Gift card or discount code" field at checkout.

I forgot to enter my voucher. Can it be refunded retrospectively?

Unfortunately, a subsequent refund of the voucher amount is not possible.

How are vouchers offset in the event of a return?

In the case of a voucher that is granted for the entire shopping basket (e.g. newsletter voucher worth 5 €), this is divided proportionally between all discount items. If you return these discount items, only the reduced amount will be refunded.