Shipping & Returns
Shipping Area: We can ship to all of Europe.
SHIPPING IN ITALY
Most orders are shipped from our warehouse within 48 working hours. We do not ship on Saturdays, Sundays and national holidays. We ship to 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 €29. Shipping time: 2-3 working days.
SHIPPING TO EUROPEAN UNION, UK, SWITZERLAND
We can ship your orders to all countries in the European Union. Most orders are shipped from our warehouse within 48 working 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 UK - £10. Shipping to Switzerland - £25.
Free shipping for orders over 100€. Shipping time: 3-4 working days.
Notes on Shipping Times
- Shipping time is calculated from the time of shipment, not from the order date. Actual delivery time depends on the official communication of the logistics company.
- We will do our best to deliver your package as quickly as possible. However, it may take additional time 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 the Italian national territory), customs duties and taxes may be applied, at the recipient's expense. 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 made; the amount will be used to offset these costs.
- If our shipping company can't locate the address, we will send you an email to confirm the address after you order the goods. If you don't reply within 24 hours, we will not be responsible for the wrong 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 for incorrect address.
Can I return items if they are used or damaged?
- Items must be unused and in the same condition that you received them. They must also be in the original packaging.
- Items marked non-returnable and free gifts cannot be returned.
- 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:
- Do not send your return to the address on the package. This is not the return address and will affect the return process.
- Be sure to double check your returns carefully before shipping them. We will not be responsible for returns of non-natugea® products.
- If you receive a damaged or defective item, please contact customer service within 24 hours of receipt.
- We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at isupport@natugea.com
How will I receive my refund?
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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 whether your refund has been approved or denied. If approved, then 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).
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If you haven't received your refund yet, check your bank account again. Then contact your credit card company, it may take some time for the refund to be officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
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If you have done all of this and still have not received your refund, please contact us at support @natugea.com
Why did you only receive partial refunds?
- Any item that is not in original condition, is damaged or is missing parts for reasons not due to our error.
- Any item returned more than 14 days after delivery.