FAQ

Please register your return at our returns center. You can find all information about the return here.

We offer you a selection of convenient payment options: Paypal, credit card, purchase on account (via Klarna) and other options.

a noticeIn the case of a return, the refund is always made to the payment method you have chosen.

PayPal/ PayPal Express

PayPal is an online payment service provider that allows you to pay securely and easily. Your bank account or credit card will be linked to your PayPal / PayPal Express account. To pay with PayPal you need a PayPal account.

If you pay by PayPal/ PayPal Express, you will be automatically forwarded to the PayPal website. Here you enter your PayPal login data and confirm the payment. After a successful payment you will be automatically redirected to the Naturana shop. As soon as PayPal has approved the transfer to Naturana, you will receive a confirmation email.

For more information on Paypal/Paypal Express, go to www.paypal.de

Klarna

Purchase on invoice
When paying via Klarna, you have the option of paying for the order later - within 14 days of the order. If you would like to pay for an order with Klarna and do not yet have an account, you will be forwarded to Klarna immediately after placing the order and can create an account there. After the order confirmation you will receive the invoice including a request for payment directly from Klarna.

Please contact us for the following topics directly to Klarna:

Adjustments to the payment target Returns: Please report your return to Klarna to extend your payment target. The invoice amount less the return is only due when the return has arrived at our logistics center. More information at:https://www.klarna.com/de/kundenservice/ich-moechte-meine-bestellung-retournieren-wie-gehe-ich-vor/Delivery delays: To extend your payment period, select the Problems button under Orders in your account. You can find more informationhere.

You can reach Klarna by phone at 0221 669 501 10.

Please note that when paying with Klarna, Naturana's payment claim is transferred to Klarna. Any dunning fees incurred will be charged by Klarna and must be paid to Klarna.

Instant bank transfer

You have the option of making an immediate transfer. After submitting the order, you will be redirected to a payment form. Enter your online banking details:

Account number PINTAN

Please note: With this payment method you need an online banking account with a PIN/TAN procedure.

If you would like to learn more about Klarna instant transfer, please click here: https://www.klarna.com/sofort/

Please note: With Klarna you can only pay for the shipping countries Germany, Austria and the Netherlands.

Credit card

When paying by credit card, your credit card account will be debited with the invoice amount after the order has been completed. VISA, MasterCard and American Express are accepted.

To use credit card payment, please provide the following data:

card number cardholder names expiration date three-digit security code (CVV)

You can find the security code on the back of the card. Please ensure that the details have been entered correctly to ensure a smooth payment process.

Google Pay

Google Pay is a mobile payment system that allows you to pay securely and quickly. You can use Google Pay via an Android smartphone/smartwatch or Google Chrome. You can add your debit and credit cards and bank account to Google Pay via PayPal.

Select the payment system Google Pay and a card you want to pay with. You can also add a new card during the checkout process. After successful card selection, Google Pay sends all relevant data directly to the Naturana online shop.

For more information visit the website from Google Pay.

Apple Pay

With Apple Pay, you can shop online quickly and easily. Please note: For the handling process you need an Apple device and the Safari browser. Add your debit, credit and prepaid cards to your Apple device.

Select Apple Pay in the ordering process and check your details. The information provided and your card are subject to change at any time. To complete the purchase process, you must confirm the payment with Face ID, Touch ID or your code.

For more information see here.

iDeal

iDeal is an online payment service provider from the Netherlands. It is important that you have an online banking account with a cooperating bank. After selecting this payment method, you will be automatically forwarded to your bank. To complete the settlement process, enter your account number and confirm your details.

Click for more information here.

EPS

EPS is an online payment method used by Austrian banks that allows you to pay securely and easily. First select your bank and log in with your corresponding login data. You can then confirm your transfer using the TAN procedure. If the entry is successful, you will receive an order confirmation.

If you have further questions, follow the link: https://www.eps-ueberweisung.at/

Ban contact

With Bancontact, a Belgian payment provider, you can pay securely. It should be noted that you must have a bank account with a cooperating bank. You will then be forwarded to your bank so that you can enter all the relevant data there. The app is recommended because all data is stored automatically.

For more information, see https://www.bancontact.com/en

As soon as your return has arrived at our logistics center, you will receive your refund using the payment method you have chosen. After sending the return, the process can take up to 10 working days.

Returns within Germany are free of charge. You have to bear the costs for returns from Austria, Belgium, the Netherlands and France yourself.

Please pack the items carefully and if possible in the original packaging. Place the return label on the top of the package where it is clearly visible 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 would be pleased if you let us know the reason for your return. This helps us to continue to improve in the future.

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

If you still do not receive an e-mail after changing the spam settings, please contact us at support@naturana-shop.zendesk.com. We will be happy to send you the link to the return label.

You can pay with Klarna, PayPal, credit card, Apple Pay, Google Pay, EPS (Austria), iDEAL (Netherlands) and Bancontact (Belgium). All payment options and information can be found here here.

Leider kann die Zahlungsmethode nachträglich nicht geändert werden.

If your purchase was less than €75, the shipping costs of €4.50 apply. The dunning costs are provided by the payment provider Klarna and must also be paid to Klarna.

Within Germany, the shipping costs are €4.50. From a purchase value of €75, shipping is free. Please note that the shipping costs for orders under €75 must also be borne if you return the goods.

Shipping and return shipping costs apply to deliveries to Austria, the Netherlands, France and Belgium.

Shipping costs to Belgium, the Netherlands and Austria: €6.95

Shipping costs France: €7.95

The return shipping costs are to be borne by yourself.

Unfortunately, we cannot change your order afterwards. Please return the item and order again. If you want to cancel your order, this is only possible within 2 hours after ordering and must be checked individually. Individual items cannot be cancelled. Please contact us if you are canceling your order support@naturana-shop.zendesk.com.

Unfortunately, an exchange is currently not possible. Please return the item and order it again.

Please contact us if you have a complaintsupport@naturana-shop.zendesk.com. We are glad to help you.

We currently deliver to Germany, Austria, the Netherlands, Belgium and France.

Yes. You will find the link to your delivery status in your shipping confirmation.

In this case, please get in touchsupport@naturana-shop.zendesk.com. We are glad to help you.

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

If you still do not receive an e-mail after changing the spam settings, please contact us at support@naturana-shop.zendesk.com.