FAQ

Your most common questions answered, if you have any other questions, please get in touch with our Customer Service team via customerservice@natoviessence.com

WHAT IS YOUR RETURN POLICY?

You can learn about our return policy and procedures here.

What are your payment options?

You can pay for your order with a major credit card (Visa, MasterCard, Discover Card, American Express, PayPal, or with Natovi Active gift certificates.

A confirmation email will be sent to you once the order is authorized and verified.

Once the payment verified, the order cannot cancel or change within this sort of time. However, we will do our best to support your request.

How long will it take to receive my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out.

The shipping time depends on your location, but can be estimated as follows:

● USA: 3–4 business days

 

 

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

 

SHIPPING DELAYS

Shipping time is estimated and commences from the date of shipping, rather than the date of order, and can take longer than expected date due to invalid address, customs clearance procedures or other causes.​

*Please note that due to COVID-19 we are taking extra precautions in our distribution center, so orders may take longer than usual.

MY PRODUCT CAME DAMAGED AND I CAN’T USE IT. CAN YOU HELP ME OUT? 

We are so sorry your item is damaged. Claims for damages or faulty items upon arrival must be reported within  7 days of receiving your items to ensure proper credit. Please click here to email a picture of the damaged or faulty item(s) with your order number and our customer service department will take care of you. 

I RECEIVED AN INCORRECT ITEM OR WAS MISSING AN ITEM, CAN YOU HELP ME? 

Of course we can help you! Please click here to email our customer support department with your order number and the issue and we will make it our top priority to get  your correct item(s) sent out without any return charges. Please make sure you email us within 7 days after delivery with any of these concerns. 

CAN I MAKE ANY CHANGES TO MY ORDER AFTER IT IS PLACED?

As long as orders are unfulfilled, email us here and we will do our best to make any changes before it is fulfilled and shipped.

HOW DO GIFT CARDS WORK AND WHERE CAN I PURCHASE ONE? HOW DO I CHECK GIFT CARD BALANCE?

You can purchase a gift card online through our shop under the Activewear tab or by clicking here.  Gift cards are considered final sale and may not be returned or replaced. Gift cards do not expire. When placing an order and upon checkout, look for the "Gift Card or Discount Code" box and hit “Apply”. 

**Gift cards cannot be purchased for international use at this time. So sorry for the inconvenience**  

SHOULD I CREATE AN ACCOUNT? 

In order to simplify and streamline your checkout process, we encourage customers to create an account. After creating an account and logging in, much of the required information necessary to checkout will be pre-filled for you. This provides a fast and easy checkout experience.