FAQ
Orders
When will my order be prepared?
Orders placed Monday to Friday before 11am are prepared on the following working day. Orders placed on Friday after 11am, at the weekend or on a public holiday are prepared on the next working day.
Can I cancel my order?
Yes, as long as it has not yet been prepared or shipped: just send a request from your customer account at account.nathaelparis.com. Once your order is being prepared or has shipped, it can no longer be cancelled, but you can still return it.
Delivery
What are the delivery options and costs in France?
Mondial Relay to a pick-up point: free, 2 to 5 working days. Colissimo with signature: €4.90 (free on orders of €100 or more), 2 to 4 working days. Chronopost: €9.90, 1 to 2 working days.
Do you deliver to the rest of Europe and internationally?
Yes. Europe: €9.90, 3 to 9 working days. United Kingdom: €15.90. Rest of the world: €29.90 for orders under €50, €49.90 for orders of €50 or more, 3 to 15 working days. Africa: €39.90, 7 to 15 working days. Outside the European Union, any customs charges are payable by the recipient.
How can I track my parcel?
A tracking link is e-mailed to you automatically as soon as your parcel is dispatched. Please give a valid mobile number so you receive the carrier’s delivery notifications.
Returns & refunds
How long do I have to return an item?
You have 14 days from receipt of your order. Items must be unworn, unwashed, in perfect condition and with their original tags.
How do I send my return?
Request your return from your customer account, then choose one of three options: send the parcel yourself with the carrier of your choice, at your own cost (a tracked service is recommended); ask us for a Colissimo return label, in which case a flat fee of €4.90 is deducted from your refund; or drop off your return at our Paris address, by appointment only, by e-mailing us at maison@nathaelparis.com.
How soon will I be refunded?
Your refund is issued within 14 days at most of our receiving the returned items, to the payment method used for your order.
My item is faulty or not what I ordered. What should I do?
Contact us at maison@nathaelparis.com: we will send you a prepaid label and the return is completely free.
Payment
Is payment secure?
Yes. Payment is made securely online when you place your order; the available payment methods are shown at checkout.
Contact
How can I contact Nathael Paris?
E-mail us at maison@nathaelparis.com or use our contact page. We will get back to you as soon as possible.
