FAQ

How can I return an item?

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

When will I get a refund for my return?

As soon as your return has been received in our logistics center, you will be reimbursed to the means of payment you have chosen. After the return has been sent, the process can take up to 10 working days.

What does the return cost?

Returns within Germany are free of charge. The costs for the return from Austria, Belgium, the Netherlands and France are to be borne by yourself.

Are there certain conditions associated with 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 clothes, we ask you to observe hygiene and, in particular, to try on underwear or swimwear only over your own underwear.

We would be happy if you let us know your reason for the return. This helps us to keep improving in the future.

I have registered my return in the return center, but I have not received a link to the return label. What can I do?

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

If you still do not receive an email after changing the spam settings, please contact us at online@naturana.de. We will be happy to send you the link to the return label.

What can I pay with?

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

Can I change my payment method later?

Unfortunately, the payment method cannot be changed afterwards.

I received a reminder from Klarna although I returned everything. Why?

If your purchase value was less than € 65, the costs for the forward shipping of € 3.95 apply. The reminder costs are provided by the payment provider Klarna and must also be paid to Klarna.

How much are the shipping costs?

Within Germany, the shipping costs are € 3.95. Shipping is free for purchases of € 65 or more. Please note that the shipping costs for orders under € 65 must also be paid when you return the goods.

For deliveries to Austria, the Netherlands, France and Belgium, shipping and return costs are incurred.

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

Shipping costs France: € 7.95

The return shipping costs are to be borne by yourself.

Can I change or cancel an order?

Unfortunately, we can no longer 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 of the order and must be checked individually. Individual articles cannot be canceled. If you want to cancel your order, please contact online@naturana.de.

Can I exchange an item?

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

I have a complaint. Whom can I contact?

Please contact us if you have a complaint online@naturana.de. We're here to help.

Where is delivery going?

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

Can I check the delivery status?

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

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're here to help.

I have signed up for the newsletter, but I have not received one. Why is that?

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

If you still do not receive an email after changing the spam settings, please contact us at online@naturana.de

How can I use a voucher code?

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

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

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

How are vouchers offset against a return?

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