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Orders

1. Missing Items

If there is an item missing from your order, please report this to us as soon as possible to our email: shop@naturity.pl and we will investigate the issue further for you.

If an item is missing, please check the parcel it has arrived in for any damage or any signs that this has been tampered with. Upon receipt of the parcel, if you see that there is any damage to the packaging or it appears to have been tampered with, please check the contents before signing for the parcel. If a parcel is left without you signing for it, please take photos of any damage.

Please ensure the item is not marked ‘to follow’ on your invoice (if this is the case, the item will be posted to you in a separate package).

Please also check that the item has not become caught within the package, as small items can sometimes become entangled in the inner paper of void fill packaging.

 

2.Faulty Item

Please report any faults with your item(s) to our customer service team by completing the Contact Us form below.

  • Please specify the item(s) affected and the fault with the item.
  • Attach images of the faulty item(s), if applicable, as this will help our customer service team resolve this for you without delay.

 

3. Change my order

Our aim is to process and pack your order as soon as possible, to get it on its way to you.

There is a small amount of time where we may be able to amend your order, however, we are only able to amend certain things.*

We might be able to amend your address or cancel an item that you have ordered, but, we are NOT able to swap items, add items or change the shipping option.

(if this is the case we may be able to cancel the order for you to replace it, see the other Cancel my order article).

If your order has been picked and packed in our warehouse or you have received 'Your order has been despatched' email, then, unfortunately, we will not be able to amend the order.

If you wish to amend an order, contact us via the contact us form below, selecting 'Amendments To Order' as the reason and we will try and action for you.

 

4. Damaged Item

We endeavour to package items as securely as possible.

Please report any damages to our team by writing an email on shop@naturity.pl

  • Please specify the item(s) affected and the damage that has occurred.
  • Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

 

5. I'd like to cancel my order

Our aim is to process and pack your order as soon as possible, to get it on its way to you.

There is a very limited amount of time after an order has been placed, when we may be able to cancel your order, but this is not guaranteed.

If your order has been picked and packed in our warehouse, or if you have received a 'Your order has been despatched' email, then, unfortunately, we will not be able to cancel the order at that stage.

If you wish to cancel an order, contact us via the contact us form below, selecting 'Cancel my order' as the reason and we will do our best to action this for you.

 

6.Wrong Item

We apologise if there has been an error with your order and you have received an incorrect item.

Please report any instances of wrong items to our team by contacting us  on email: shop@naturity.pl

If you have already contacted us via this method, you will have received a reply to your inbox confirming your request has been received. Please reply to this email with the following:

  • Please specify the item(s) you should have received and the item(s) you have received in its place.
  • Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.

Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.

 
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