Can I change or cancel my order?

We process orders very quickly, but if you’d like to change or cancel your order, email us at wecare-eu@natashadenona.com with your order number and we’ll do our best to assist if possible. Once an order has been processed, we are unable to cancel or make changes. Please note that customer service support operates M-F, 9.00 to 17.00 GMT+1. Requests made outside of these hours may be subject to delays.

Can I change the shipping address on my order?

We are unable to change the shipping address from the one entered at checkout. If you made a mistake on your address or have other address issues, please contact us at wecare-eu@natashadenona.com and be sure to include your order number in your request.

When will my order ship?

Orders are processed M-F, 9.00am to 17.00pm GMT+1, excluding holidays. Orders placed after 14.00 GMT+1 will be processed the following business day. Once your order has shipped you will receive a shipping confirmation by email. *processing times may be subject to delays during product launches, sales, and holidays If you have any additional questions about the status of your order, please email us at wecare-eu@natashadenona.com

What’s the status of my order?

To see the status of your order, sign into your account and access your Order History. Once you’ve received your shipping confirmation email you can click on the tracking link for update on the location of your package. Please note it may take 24 hours for tracking updates to appear. If you have any additional questions about the status of your order, please email us at wecare-eu@natashadenona.com

What can I do if my package is lost?

If you believe your package has been lost in transit, please email us at wecare-eu@natashadenona.com. You can also reach out to the courier directly for more information using the tracking information. Please note that after an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

What do I do if my package arrives damaged?

When your order arrives, please inspect the outer package for any signs of damage that may have occurred during shipment. If any of the item(s) in your shipment are broken, please retain the box and packing materials and email us at wecare-eu@natashadenona.com with your order number and photos of the damage. Photos should include the front and back of the item, if applicable. Reports of damaged items must be received within one week of the delivery date. Please note that we are not responsible for damages that occur after delivery.

Do you accept returns and exchanges?

We're happy to accept returns on all US orders within 30 days of the purchase date on new or gently used items that are still in their original packaging. International orders are not eligible for return. We cannot accept returns for items purchased from another retailer. We do not offer exchanges at this time. In order to initiate a return, please contact us at wecare-eu@natashadenona.com with your order number and the name of the items you'd like to return, and we'll take it from there. Please note that return shipping costs will be covered by the customer, and the initial shipping fees are non-refundable. We monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the return policy.

When will I receive my refund?

Once we receive your return, please allow up to 10 business days for it to be processed. Please be aware that there may be an additional waiting period from your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

How are duties calculated for international orders?

Duties will be calculated at checkout and included in the price of your order.

Do you ship to PO Boxes?

At this time we are unable to ship to PO boxes.

Do you ship to freight forwarders?

We do accept orders for delivery to freight forwarders. Please note we are not responsible for any missing items or damages to orders that have been placed with a freight forwarder delivery address.

Are Natasha Denona products vegan?

Many of our products are vegan! Vegan items are indicated by a green "V" on the product page and in the product description. All Natasha Denona products are certified cruelty-free.

Are Natasha Denona products tested on animals?

All Natasha Denona products are certified cruelty-free.

What do I do if I have an allergic reaction?

If you have any adverse reactions to our products, stop use of the product immediately and contact your health care provider for guidance. For general questions about our products, please contact our support team for assistance at wecare-eu@natashadenona.com

Do your products contain talc?

Any products that contain talc will have it clearly listed on the ingredients list. Natasha Denona uses only the highest quality cosmetic-grade European talc that is ethically sourced and certified asbestos free.

How do I find the right shade for me?

Natasha has developed a unique quiz to help you discover your perfect shade match: https://www.natashadenona.eu/pages/foundation-quiz

Can I change or cancel my order?

We process orders very quickly, but if you’d like to change or cancel your order, email us at wecare-eu@natashadenona.com with your order number and we’ll do our best to assist if possible. Once an order has been processed, we are unable to cancel or make changes. Please note that customer service support operates M-F, 9.00 to 17.00 GMT+1. Requests made outside of these hours may be subject to delays.

Can I change the shipping address on my order?

We are unable to change the shipping address from the one entered at checkout. If you made a mistake on your address or have other address issues, please contact us at wecare-eu@natashadenona.com and be sure to include your order number in your request.

When will my order ship?

Orders are processed M-F, 9.00am to 17.00pm GMT+1, excluding holidays. Orders placed after 14.00 GMT+1 will be processed the following business day. Once your order has shipped you will receive a shipping confirmation by email. *processing times may be subject to delays during product launches, sales, and holidays If you have any additional questions about the status of your order, please email us at wecare-eu@natashadenona.com

What’s the status of my order?

To see the status of your order, sign into your account and access your Order History. Once you’ve received your shipping confirmation email you can click on the tracking link for update on the location of your package. Please note it may take 24 hours for tracking updates to appear. If you have any additional questions about the status of your order, please email us at wecare-eu@natashadenona.com

What can I do if my package is lost?

If you believe your package has been lost in transit, please email us at wecare-eu@natashadenona.com. You can also reach out to the courier directly for more information using the tracking information. Please note that after an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

What do I do if my package arrives damaged?

When your order arrives, please inspect the outer package for any signs of damage that may have occurred during shipment. If any of the item(s) in your shipment are broken, please retain the box and packing materials and email us at wecare-eu@natashadenona.com with your order number and photos of the damage. Photos should include the front and back of the item, if applicable. Reports of damaged items must be received within one week of the delivery date. Please note that we are not responsible for damages that occur after delivery.

Do you accept returns and exchanges?

We're happy to accept returns on all US orders within 30 days of the purchase date on new or gently used items that are still in their original packaging. International orders are not eligible for return. We cannot accept returns for items purchased from another retailer. We do not offer exchanges at this time. In order to initiate a return, please contact us at wecare-eu@natashadenona.com with your order number and the name of the items you'd like to return, and we'll take it from there. Please note that return shipping costs will be covered by the customer, and the initial shipping fees are non-refundable. We monitor returns and reserve the right to refuse service to anyone that may misuse or abuse the return policy.

When will I receive my refund?

Once we receive your return, please allow up to 10 business days for it to be processed. Please be aware that there may be an additional waiting period from your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

How are duties calculated for international orders?

Duties will be calculated at checkout and included in the price of your order.

Do you ship to PO Boxes?

At this time we are unable to ship to PO boxes.

Do you ship to freight forwarders?

We do accept orders for delivery to freight forwarders. Please note we are not responsible for any missing items or damages to orders that have been placed with a freight forwarder delivery address.

Are Natasha Denona products vegan?

Many of our products are vegan! Vegan items are indicated by a green "V" on the product page and in the product description. All Natasha Denona products are certified cruelty-free.

Are Natasha Denona products tested on animals?

All Natasha Denona products are certified cruelty-free.

What do I do if I have an allergic reaction?

If you have any adverse reactions to our products, stop use of the product immediately and contact your health care provider for guidance. For general questions about our products, please contact our support team for assistance at wecare-eu@natashadenona.com

Do your products contain talc?

Any products that contain talc will have it clearly listed on the ingredients list. Natasha Denona uses only the highest quality cosmetic-grade European talc that is ethically sourced and certified asbestos free.

How do I find the right shade for me?

Natasha has developed a unique quiz to help you discover your perfect shade match: https://www.natashadenona.eu/pages/foundation-quiz

Preguntas frecuentes

Procesamos pedidos muy rápidamente, pero si desea cambiar o cancelar su pedido, envíenos un correo electrónico a wecare-eu@natashadenona.com con su número de pedido y haremos todo lo posible para ayudarlo si es posible.
Una vez que se ha procesado un pedido, no podemos cancelar ni realizar cambios.
Tenga en cuenta que el servicio de atención al cliente opera de lunes a viernes, de 9:00 a 17:00 GMT+1. Las solicitudes realizadas fuera de este horario pueden estar sujetas a retrasos.
No podemos cambiar la dirección de envío de la que ingresó al finalizar la compra. Si cometió un error en su dirección o tiene otros problemas con la dirección, comuníquese con nosotros a wecare-eu@natashadenona.com y asegúrese de incluir su número de pedido en su solicitud.
Los pedidos se procesan de lunes a viernes, de 9:00 a. m. a 17:00 p. m. GMT+1, excepto feriados. Los pedidos realizados después de las 14:00 GMT+1 se procesarán el siguiente día hábil. Una vez que su pedido haya sido enviado, recibirá una confirmación de envío por correo electrónico.
*los tiempos de procesamiento pueden estar sujetos a retrasos durante el lanzamiento de productos, rebajas y días festivos
Si tiene alguna pregunta adicional sobre el estado de su pedido, envíenos un correo electrónico a wecare-eu@natashadenona.com
Para ver el estado de su pedido, inicie sesión su cuenta y acceda a su Historial de pedidos.
Una vez que haya recibido el correo electrónico de confirmación de envío, puede hacer clic en el enlace de seguimiento para actualizar la ubicación de su paquete. Tenga en cuenta que pueden pasar 24 horas hasta que aparezcan las actualizaciones de seguimiento.
Si tiene alguna pregunta adicional sobre el estado de su pedido, envíenos un correo electrónico a wecare-eu@natashadenona.com
Si cree que su paquete se perdió en tránsito, envíenos un correo electrónico a wecare-eu@natashadenona.com. También puede comunicarse directamente con el mensajero para obtener más información utilizando la información de seguimiento.
Tenga en cuenta que después de que un pedido se haya entregado a la dirección de envío correcta, no nos hacemos responsables de los paquetes perdidos o robados.
Cuando llegue su pedido, inspeccione el paquete exterior para detectar cualquier signo de daño que pueda haber ocurrido durante envío.
Si alguno de los artículos de su envío está roto, conserve la caja y los materiales de embalaje y envíenos un correo electrónico a wecare-eu@natashadenona.com con su número de pedido y fotografías del daño. Las fotos deben incluir el frente y la parte posterior del artículo, si corresponde.
Los informes de artículos dañados deben recibirse dentro de una semana de la fecha de entrega. Tenga en cuenta que no somos responsables de los daños que se produzcan después de la entrega.
Nos complace aceptar devoluciones de todos los pedidos de EE. UU. dentro de los 30 días posteriores a la fecha de compra en artículos nuevos o poco usados que todavía estén en su embalaje original. Los pedidos internacionales no son elegibles para devolución. No podemos aceptar devoluciones de artículos comprados a otro minorista.
No ofrecemos cambios en este momento.
Para iniciar una devolución, comuníquese con nosotros a wecare-eu@natashadenona.com con su número de pedido y el nombre de los artículos que desea devolver, y nos encargaremos de ello.
Tenga en cuenta que los costos de envío de devolución serán cubiertos por el cliente, y las tarifas de envío iniciales son no reembolsable.
Supervisamos las devoluciones y nos reservamos el derecho de rechazar el servicio a cualquier persona que pueda hacer un mal uso o abusar de la política de devoluciones.
Una vez que recibamos su devolución, espere hasta 10 días hábiles para que se procese. Tenga en cuenta que puede haber un período de espera adicional por parte de su banco para publicar el reembolso en su cuenta. Su reembolso solo se puede acreditar a la forma de pago original.
Le enviaremos un correo electrónico cuando nuestro equipo haya procesado su reembolso para que sepa que está en camino.

Los aranceles se calcularán al finalizar la compra y se incluirán en el precio de su pedido.
En este momento no podemos realizar envíos a apartados de correos.
Aceptamos pedidos para entrega a agentes de carga. Tenga en cuenta que no somos responsables de ningún artículo faltante o daños a los pedidos que se hayan realizado con una dirección de entrega de un transportista.

¡Muchos de nuestros productos son veganos! Los artículos veganos se indican con una "V" verde en la página del producto y en la descripción del producto.
Todos los productos de Natasha Denona están certificados como libres de crueldad.
Todos los productos de Natasha Denona están certificados como libres de crueldad.
Si tiene alguna reacción adversa a nuestros productos, deje de usar el producto inmediatamente y comuníquese con su proveedor de atención médica para obtener orientación.
Si tiene preguntas generales sobre nuestros productos, comuníquese con nuestro equipo de soporte para obtener ayuda en wecare-eu@natashadenona.com
Cualquier producto que contenga talco lo tendrá claramente listado en los ingredientes list.
Natasha Denona utiliza solo talco europeo de grado cosmético de la más alta calidad, de origen ético y certificado como libre de asbesto.
Natasha ha desarrollado un cuestionario único para ayudarte a descubrir tu tono perfecto:
https://www.natashadenona.eu/pages/foundation-quiz

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