Frequently asked question (FAQ)

Shipping

What should I do if my order has not been delivered? What should I do if my order has not been delivered?

Your expected delivery date is in your order confirmation email. Please wait for this date before contacting us.

You can get the latest updates on your order by clicking the link in your order confirmation email.

Your tracking link can provide you with updated information about the status of your order. If the expected delivery date has passed and you haven't received your order, you can always contact our customer service. We will help you solve the problem.

Can I track my order? Can I track my order?

Yes, you can track the parcel's journey from our warehouse to your pick-up point or address.

You will receive an order confirmation email when the parcel is on its way. Just click the link in the email. Then you can see where your parcel is.

Customs and taxes outside Denmark Customs and taxes outside Denmark

In most cases, customs or import duties are levied when the parcel reaches its destination country. In a few cases, handling fees and customs duties may be charged. Any expenses incurred in this regard are paid by the person receiving the parcel.

NATURIGIN has no control over customs and other duties and we cannot tell you what the costs are as they vary from country to country.

If you want to be sure what the rules for customs, taxes, etc. are in your area, please contact your local authorities before placing your order.

Payment

How do I place an order? How do I place an order?

1. Click Add to basket to add the product you would like to buy.

2. Once you have added your items to your basket, click on the "basket icon" to see what you have added to your basket. The basket is located in the top right corner. If you want to proceed to your purchase, click Checkout.

3. If you are a new customer, you will be asked to enter your address information. If you are an existing NATURIGIN customer, the information will often be pre-filled.

4. If you want to use a discount code, fill in the code at Discount Code.

5. Confirm your name, address, email and phone number - and you can proceed to Shipping. Here you can select your preferred shipping option - Parcel Shop or Home Delivery.

6. Confirm your shipping and payment method and place the order.

You will receive an order confirmation from NATURIGIN to your email. It is important that you check your "Junk" folder as our order confirmation can sometimes get caught in the spam filter

Can I use more than one discount code and on sale? Can I use more than one discount code and on sale?

You can only use 1 discount code per order.

You enter it in the discount code field at checkout.

The discount code cannot be used on already discounted items.

My payment was declined, what do I do? My payment was declined, what do I do?

If your payment was declined - try placing the order again. We cannot withdraw an amount from an order if a payment has been declined. To make sure your order is placed correctly, check the following:

1. Check that your card details are inserted correctly.

2. Check if your security code is correct - it's the 3 numbers on the back of your card.

3. You can check your online banking to see if the amount from your order is reserved in your account.

If your payment is still declined, please contact your bank - or try another card or MobilePay.

If you are still experiencing problems with payment - please contact customer service.

RETURNS AND REFUNDS

How do I return an item? How do I return an item?

When returning an item, please contact info@NATURIGIN.com.

The item must be sent to:

Compack
ATT: NATURIGIN
Borupvej 4
7330 Brande, Denmark

We do not accept parcels without delivery or parcels sent COD. If the item is sent by Post Nord, it must be sent "with delivery" - if it is not, the parcel will be returned to the sender.

How many days do I have to return my item? How many days do I have to return my item?

There is a 14-day right of cancellation, calculated from the day you received your product, after which the goods must be returned to NATURIGIN within 14 days.

The right of cancellation can only be exercised if the goods are returned in unopened condition and in the same quantity as you received them in. The right of cancellation lapses if you use the goods in a way that obviously significantly reduces the sales value of the goods.

Once the item has been received and approved, the purchase price will be refunded to your account within a few days. You are responsible for the cost of returning the item.

Complaint: I have received a faulty product, what should I do? Complaint: I have received a faulty product, what should I do?

Please return the item so we can send you a new one. Remember to select 'Complaint' as the reason for your return.

If you need help returning an item, please contact customer service.

Orders

Can I cancel my order? Can I cancel my order?

You can always cancel your order if it has still not been packed and shipped. Please contact customer service for help to resolve the issue.

Can I change my order? Can I change my order?

If you have ordered goods from us, you can change your order if we have not yet packed and dispatched the goods.

If you contact our customer service before 12 noon, we will be able to change your order. Call us at +45 8730 0714