FAQ - Frequently Asked Questions

Here you'll find answers to the most common questions. If you still can't find what you're looking for, send us an email to support@naturalvibes.eu, we're happy to help!

Online orders

Do you ship to my country?
 

Very likely, we ship to most countries in the world, just use the dropdown at the checkout to find your country.

How much do I pay for shipping?
 

The shipping charge will be added to your order and visible at checkout before you finalize the order. The shipping is based on the destination country, and we offer free shipping on bigger orders as stated below:

Free shipping on orders above:

 

Europe – 10 EUR
Global – 20 EUR


How is my order shipped?
 

All orders are shipped with Post Luxembourg.

When do I receive my order?
 

We dispatch all orders within 24 hrs on working days. Holidays and bank holidays might affect this time. When the order is shipped you receive a shipping confirmation e-mail. From when the order is shipped it should take 5-10 working days depending on where in the world you live. If it takes longer, please contact us and we’ll have a look at what might have happened.

Accepted payment methods?
 

We accept card payments with MasterCard and VISA or payment via PayPal.

 
What currency do I pay in?
 

In EUR.


Do I have to pay international taxes and duties?
 

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. We cannot control and are not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country, please contact your local customs office for further information.

Can you send my order as a gift for customs purposes?
 

No. The purchase price needs to be stated correctly on our parcels. If an item is on sale we will declare the sale price and not the original retail price.

Do I need an account to place an order?

 

No, you do not need to register to place an order, but you need to provide a valid e-mail address and contact details when placing an order.

Can I change my order?
 

We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. If you would like to make any changes, please contact us as soon as to support@naturalvibes.eu

 

Can I add items to my order?
 

Unfortunately we cannot add items to an existing order. Please place a new order with the extra items and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hrs of the original order.

Did my order go through?
 

An order confirmation e-mail is sent immediately after the order is placed. Check your inbox and junk mail, and add support@naturalvibes.eu to your contact book for future purchases. If it is missing, chances are that your order did not go through correctly. Please contact us and we’ll sort it out!

How do I use a voucher code?


The voucher code is entered in the checkout stage. Enter the code in the voucher-field, the total amount of your order will be re-calculated and you will clearly see how much was deducted.

My order is missing.
 

Contact us to support@naturalvibes.eu and we will sort it out for you.

Some pieces are missing from my order.


If pieces are missing from your order, send us an email to support@naturalvibes.eu as soon as possible and we’ll have a look at it.

What is your returns policy?


You have the right to cancel your purchase within a period of 30 calendar days after the day of delivery of the goods. We need the returned goods in the same condition as you received them: unworn and with original labels still attached. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.

 

ACCEPTED PAYMENT METHODS:

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