Shipping & Returns

Shipping Area: We can ship all over Europe.

SHIPPING IN ITALY

Most orders are shipped from our warehouse within 48 business hours. We do not ship on Saturdays, Sundays, and national holidays. We ship in Italy with various couriers. The shipping cost is €4.90, including for the islands of Sicily, Sardinia, and the province of Livigno.
Free shipping for orders over €39. Shipping times: 2-3 business days.

SHIPPING TO THE EUROPEAN UNION, UNITED KINGDOM, SWITZERLAND

We can ship your orders to all countries in the European Union. Most orders are shipped from our warehouse within 48 business hours. We do not ship on Saturdays, Sundays, and national holidays.
The shipping cost is €9.90 to all European Union countries except Italy, where shipping costs €4.90.

Shipping to the United Kingdom - €10. Shipping to Switzerland - €25.
Free shipping for orders over €100. Shipping times: 3-4 business days.

Notes on Shipping Times

• Shipping times are calculated from the moment of shipment, not from the order date. The actual delivery time depends on the official communication from the logistics company.
• We will do our best to deliver the package as quickly as possible. However, additional time may be required due to invalid addresses.
• Please contact us at support@natugea.com within 1 month of shipment if the package does not arrive on time; we will respond within 24-48 hours. Please note that late requests may not be accepted.
• We reserve the right to vary shipping methods for certain destinations if deemed more appropriate and to change the shipping method indicated in the order if deemed necessary.
• Once the order has arrived in the destination country (for shipments outside Italian national territory), customs duties and taxes may apply, to be paid by the recipient. We have no responsibility for these costs. If customs duties and taxes are not paid, the package will be returned to us, and no refund will be issued; the amount will be used to offset such expenses.
• If our shipping company cannot locate the address, we will send you an email to confirm the address after ordering the goods. If you do not reply within 24 hours, we will not be responsible for the incorrect address.
• If the address provided is incorrect and the shipment has already been made, we will not be responsible, and it will not be possible to request a return due to an incorrect address.

Can I return items if they are used or damaged?

1. Items must be unused and in the same condition that you received them. They must also be in the original packaging.
2. Items marked as non-returnable and free gifts cannot be returned.
3. To complete your return, we require a receipt or proof of purchase and a video of the item to verify that it is not damaged or defective.

Please note:

1. Do not send your return to the address on the package. This is not the return address and will affect the return process.
2. Please double-check your returns carefully before shipping them. We will not be responsible for the return of products not belonging to natugea®.
3. If you receive a damaged or defective item, please contact customer service within 24 hours of receipt.
4. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at isupport@natugea.com

How will I receive my refund?

1. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days (only the product cost is refundable).

2. If you haven't received a refund yet, check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

3. If you've done all of this and you still have not received your refund, please contact us at support@natugea.com

Why did you only receive partial refunds?

1. Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
2. Any item returned more than 14 days after delivery.