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

FAQ

Nous traitons les commandes très rapidement, mais si vous souhaitez modifier ou annuler votre commande, envoyez-nous un e-mail à wecare-eu@natashadenona.com avec votre numéro de commande et nous ferons de notre mieux pour vous aider dans la mesure du possible.
Une fois qu'une commande a été traitée, nous ne pouvons plus l'annuler ni la modifier.
Veuillez noter que le service client est disponible du lundi au vendredi, de 9h00 à 17h00 GMT+1. Les demandes faites en dehors de ces horaires peuvent être soumises à des délais.
Nous ne sommes pas en mesure de modifier l’adresse de livraison saisie lors du paiement. Si vous avez commis une erreur dans votre adresse ou si vous rencontrez d’autres problèmes, veuillez nous contacter à l’adresse wecare-eu@natashadenona.com et veillez à indiquer votre numéro de commande dans votre demande.
Les commandes sont traitées du lundi au vendredi, de 9h00 à 17h00 GMT+1, sauf les jours fériés. Les commandes passées après 14h00 GMT+1 seront traitées le jour ouvrable suivant. Une fois votre commande expédiée, vous recevrez une confirmation d’expédition par e-mail.
*les délais de traitement peuvent être rallongés lors des lancements de produits, des soldes et des jours fériés
Si vous avez d’autres questions concernant le statut de votre commande, veuillez nous envoyer un e-mail à l’adresse wecare-eu@natashadenona.com
Pour consulter le statut de votre commande, connectez-vous à votre compte et accédez à votre historique des commandes.
Une fois que vous aurez reçu votre e-mail de confirmation d’expédition, vous pourrez cliquer sur le lien de suivi pour connaître la localisation de votre colis. Veuillez noter qu’il peut falloir 24 heures pour que les informations de suivi soient mises à jour.
Si vous avez d’autres questions concernant le statut de votre commande, veuillez nous envoyer un e-mail à l’adresse wecare-eu@natashadenona.com
Si vous pensez que votre colis a été perdu pendant le transport, veuillez nous envoyer un e-mail à wecare-eu@natashadenona.com. Vous pouvez également contacter directement le transporteur pour obtenir plus d’informations à l’aide des informations de suivi.
Veuillez noter qu’une fois qu’une commande a été livrée à la bonne adresse d’expédition, nous ne pouvons être tenus responsables des colis perdus ou volés.
À la réception de votre commande, veuillez inspecter l’emballage extérieur afin de vérifier qu’il ne présente aucun signe de dommage survenu pendant le transport.
Si l’un des articles de votre envoi est cassé, veuillez conserver le carton et les matériaux d’emballage, puis envoyez-nous un e-mail à wecare-eu@natashadenona.com en indiquant votre numéro de commande et en joignant des photos des dommages. Les photos doivent montrer l’avant et l’arrière de l’article, le cas échéant.
Les signalements d’articles endommagés doivent nous parvenir dans la semaine suivant la date de livraison. Veuillez noter que nous ne sommes pas responsables des dommages survenant après la livraison.
Nous acceptons volontiers les retours pour toutes les commandes passées aux États-Unis dans les 30 jours suivant la date d’achat, à condition que les articles soient neufs ou peu utilisés et encore dans leur emballage d’origine. Les commandes internationales ne peuvent pas être retournées. Nous n’acceptons pas les retours d’articles achetés auprès d’un autre détaillant.
Nous ne proposons pas d’échanges pour le moment.
Pour initier un retour, veuillez nous contacter à l’adresse wecare-eu@natashadenona.com en indiquant votre numéro de commande et le nom des articles que vous souhaitez retourner. Nous nous occuperons ensuite de la suite.
Veuillez noter que les frais de retour sont à la charge du client et que les frais d’expédition initiaux ne sont pas remboursables.
Nous surveillons les retours et nous réservons le droit de refuser nos services à toute personne susceptible de faire un usage abusif ou inapproprié de la politique de retour.
Une fois votre retour reçu, veuillez prévoir jusqu’à 10 jours ouvrés pour son traitement. Veuillez noter qu’un délai supplémentaire peut être nécessaire à votre banque pour créditer le remboursement sur votre compte. Le remboursement sera uniquement effectué sur le mode de paiement d’origine.
Nous vous enverrons un e-mail lorsque notre équipe aura traité votre remboursement afin que vous sachiez qu’il est en cours.

Les droits de douane seront calculés lors du paiement et inclus dans le prix de votre commande.
Pour le moment, nous ne pouvons pas livrer dans des boîtes postales.
Nous acceptons les commandes destinées à être livrées à des transitaires. Veuillez noter que nous ne sommes pas responsables des articles manquants ou des dommages causés aux commandes passées avec une adresse de livraison appartenant à un transitaire.

Beaucoup de nos produits sont véganes ! Les produits véganes sont indiqués par un « V » vert sur la page du produit et dans la description du produit.
Tous les produits Natasha Denona sont certifiés non testés sur les animaux.
Tous les produits Natasha Denona sont certifiés non testés sur les animaux.
Si vous présentez une quelconque réaction indésirable à l’un de nos produits, cessez immédiatement de l’utiliser et contactez votre professionnel de santé pour obtenir des conseils.
Pour toute question générale concernant nos produits, veuillez contacter notre équipe d’assistance à l’adresse wecare-eu@natashadenona.com
Tous les produits contenant du talc mentionnent clairement cet ingrédient dans leur liste de composition.
Natasha Denona utilise exclusivement du talc européen de qualité supérieure, de qualité cosmétique, issu de sources éthiques et certifié sans amiante.
Natasha a mis au point un quiz unique pour vous aider à trouver la teinte parfaite pour vous :
https://www.natashadenona.eu/pages/foundation-quiz

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