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

Narudžbe obrađujemo vrlo brzo, ali ako želite promijeniti ili otkazati svoju narudžbu, pošaljite nam e-poruku na wecare-eu@natashadenona.com sa svojim brojem narudžbe i mi ćemo se potruditi pomoći ako je moguće.
Nakon što je narudžba obrađena, ne možemo je otkazati ili izvršiti promjene.
Imajte na umu da korisnička podrška radi P-F, 9.00 do 17.00 GMT+1. Zahtjevi upućeni izvan ovog radnog vremena mogu biti podložni kašnjenju.
Ne možemo promijeniti adresu za dostavu u odnosu na onu unesenu prilikom naplate. Ako ste pogriješili s adresom ili imate drugih problema s adresom, kontaktirajte nas na wecare-eu@natashadenona.com i svakako uključite broj svoje narudžbe u svoj zahtjev.
Narudžbe se obrađuju od ponedjeljka do petka, od 9.00 do 17.00 GMT+1, isključujući praznike. Narudžbe poslane nakon 14.00 GMT+1 bit će obrađene sljedeći radni dan. Nakon što je vaša narudžba otpremljena, primit ćete potvrdu dostave e-poštom.
*vrijeme obrade može biti podložno kašnjenju tijekom lansiranja proizvoda, rasprodaja i praznika
Ako imate dodatnih pitanja o statusu vaše narudžbe, pošaljite nam e-poštu na wecare-eu@natashadenona.com
Da biste vidjeli status svoje narudžbe, prijavite se na svoj račun i pristupite svojoj Povijesti narudžbi.
Nakon što primite e-poruku s potvrdom otpreme, možete kliknuti vezu za praćenje za ažuriranje lokacije vašeg paketa. Imajte na umu da može proći 24 sata prije nego što se pojave ažuriranja praćenja.
Ako imate dodatnih pitanja o statusu vaše narudžbe, pošaljite nam e-poštu na wecare-eu@natashadenona.com
Ako mislite da je vaš paket izgubljen u prijevozu, pošaljite nam e-poštu na wecare-eu@natashadenona.com. Također se možete izravno obratiti kuriru za više informacija pomoću podataka za praćenje.
Napominjemo da nakon što je narudžba isporučena na ispravnu adresu za dostavu, ne možemo biti odgovorni za izgubljene ili ukradene pakete.
Kada vaša narudžba stigne, pregledajte vanjski paket za bilo kakve znakove oštećenja do kojih je moglo doći tijekom isporuke.
Ako je bilo koji od artikala u vašoj pošiljci slomljen, zadržite kutiju i materijale za pakiranje i pošaljite nam e-poruku na wecare-eu@natashadenona.com s brojem svoje narudžbe i fotografijama oštećenja. Fotografije trebaju sadržavati prednju i stražnju stranu artikla, ako je primjenjivo.
Izvješća o oštećenim artiklima moraju se primiti u roku od jednog tjedna od datuma isporuke. Imajte na umu da nismo odgovorni za oštećenja nastala nakon isporuke.
Rado prihvaćamo povrate za sve narudžbe u SAD-u u roku od 30 dana od datuma kupnje za nove ili malo korištene artikle koji su još uvijek u izvornom pakiranju. Međunarodne narudžbe ne podliježu povratu. Ne možemo prihvatiti povrate za artikle kupljene od drugog trgovca.
Trenutno ne nudimo zamjenu.
Kako biste započeli povrat, kontaktirajte nas na wecare-eu@natashadenona.com s brojem svoje narudžbe i nazivom predmeta koje želite vratiti, a mi ćemo to preuzeti odatle.
Imajte na umu da povrat troškove dostave snosi kupac, a početne naknade za dostavu se ne vraćaju.
Nadziremo povrate i zadržavamo pravo odbijanja usluge svakome tko bi zloupotrijebio ili zloupotrijebio politiku povrata.
Kada primimo vaš povrat, pričekajte do 10 radnih dana da se obradi. Imajte na umu da može postojati dodatno razdoblje čekanja od vaše banke za knjiženje povrata na vaš račun. Vaš povrat novca može se vratiti samo na izvorni oblik plaćanja.
Poslat ćemo vam e-poruku kada naš tim obradi vaš povrat kako biste znali da je na putu.

Carine će se obračunati prilikom plaćanja i uključiti u cijenu vaše narudžbe.
Trenutačno ne možemo slati u poštanske pretince.
Primamo narudžbe za dostavu špediterima. Imajte na umu da nismo odgovorni za nedostajuće artikle ili oštećenja narudžbi koje su poslane na adresu za dostavu špeditera.

Mnogi naši proizvodi su veganski! Veganski proizvodi označeni su zelenim "V" na stranici proizvoda i u opisu proizvoda.
Svi Natasha Denona proizvodi su certificirani bez okrutnosti.
Svi Natasha Denona proizvodi su certificirani bez okrutnosti.
Ako imate bilo kakve nuspojave na naše proizvode, odmah prestanite koristiti proizvod i obratite se svom liječniku za savjet.
Za općenita pitanja o našim proizvodima, obratite se našem timu za podršku za pomoć na wecare-eu@natashadenona.com
Svi proizvodi koji sadrže talk bit će jasno navedeni na popisu sastojaka.
Natasha Denona koristi samo najkvalitetniji europski talk kozmetičkog razreda koji je etički potječe i ima certificirani azbest besplatno.
Natasha je razvila jedinstveni kviz koji će vam pomoći da otkrijete svoju savršenu nijansu:
https://www.natashadenona.eu/pages/foundation-quiz

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