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My account

Access and important information
Process your orders and much else in your personal account

Current and previous orders
Addressbook
E-mail address and password
Phone number

You can easily manage your personal details.
Search for previous orders and reorder them.
If you are an existing customer, please log in to your account here.

Are you a new customer and would like to open an account on Naturana Shop?
Then, please sign in here and benefit from our exclusive offers and services.

Do you still have any questions?
You can contact us by using the contact form
or by phone: +49 (0)8803-63289-0
(Mon - Fri 8:00AM - 4:30PM and Sat 9:00AM - 11:00AM CET

Newsletter

New - Up to date - not only discounts!
We will let you know about our items and collections

Short overview:

- New arrivals of Spring/Summer - Autumn/Winter collections
- Latest lingerie trends - Pre-collections
- New product development
- Topical focus
- Seasonal sales
- Special offers only for You!

We would be pleased to know about your interest. Subscribe here!

Order

Ordering made simple!
Quick help, competent and friendly service by phone +49 (0) 8803 63289-0

Mon - Fri 8:00AM - 4:30PM and Sat 9:00AM - 11:00AM (CET)

Or any time via e-mail.

Online ordering: just search for an item in our webstore, put it in your shopping bag and submit your order. You have several options to specify your search: you can browse products by category using filters or you can write the item number (e.g. 5063) into the search field in the upper right corner. Select your size and colour and add your choice to your shopping bag. Or just enter a term, for example sports bra, and the entire range will be displayed.


Please feel free to email us: info@naturana-shop.de or fill out the contact form, indicating the article number, colour, size and quantity.

We will send you an order confirmation e-mail.

You can also send a fax to: + 49 (0)8802 - 6318901

Payment

Simple and secure and of course reliable.
Payment in advance by credit card / PayPal

You will receive the invoice with your order.

Payment in advance

After we have received your payment, we will deal with your order. When paying by bank transfer, please quote the order number as a reference. Please pay for each order separately. An international wire transfer may take up to two or four business days - depending on the bank.

Should you return one or several items of your order, the amount will be credited to the account from which the payment has been made.

Bank details for SEPA transfer:

Name of beneficiary: Gisela Goldstrass
IBAN: DE84700202700651272440
BIC: HYVEDEMMXXX
Bank : UniCredit

Payment by PayPal

You can pay easily and safely via PayPal. At the end of the ordering process you will be redirected to PayPal. If you already have an account, you can log in and complete the payment. If you are new to PayPal, you can check out by using a guest account or by creating a PayPal account. After your payment has been received, usually within some minutes, we will deal with your order.

Should you return one or several items of your order, the amount will be credited to your PayPal account.

Delivery & Shipping

Fast shipping by registered mail per DHL or by your national postal service.
Our great employees pack your item(s) carefully and individually.

As soon as your order has left our premises, you will be notified by e-mail, indicating the tracking ID to monitor your shipment on www.deutschepost.de or on www.DHL.de (not on DHL.com). Please note, it may take a few hours until the track ID has been activated. Tracking may be available on the next working day after receiving the notification e-mail.


Returns
We are sorry to learn that the item(s) do(es) not fit or meet your expectations, but no problem! We are ready to exchange it or send a refund on condition that the article is with label and not used. Please return the item in a stamped envelope.

In case of substitution (other size or article):

We are pleased to replace the article for an another size (on condition that it is on stock) or substitute it for another article. Please indicate the article No. and size to enable us to deal with your order. In this case we will deliver you with a replacement at free of charge.

Important: Please do not buy the new article.

In case of return and refund:

What a pity that it still did not work out, of course the sum will be transferred to your account. The reimbursement is succeeded on condition of our GTC and Distance Selling Act.

If you wish to withdraw from the contract, please complete the form on GTC and Withdrawal.
The return costs are borne by the buyer.

As soon as we have received your return package and checked the item(s), we will contact you.

Customer Feedback

Reviews, opinions and feedbacks are important to us.
Please feel free to contact us via e-mail.

Article review
A product review is an evaluation of the item, presenting your opinion on it: fit, wearing comfort or care instructions, etc.
Reviews will appear without names.
You can make a comment in your account.

Customer feedbacks on TrustedShops
Here you can write a comment on our services, for example delivery, packaging, etc. After placing an order you will receive an e-mail indicating the website of TrustedShops, where you can write a feedback.

We appreciate any comment on how to improve our services. Constructive criticism helps all the other customers when placing an order and it is also an indication when an error occurs in our webstore (that might happen as we have a large assortment).
Please send us your valuable advice by using the contact form.

Data Security

Your online security is important to us!
TrustedShops / SSL data encryption / Online security / The Händlerbund

TrustedShops
TrustedShops is the European Trustmark for online shops with money-back guarantee for consumers.
You can be assured that we fulfill all the criteria of TrustedShops.

SSL data encryption
SSL (Secure Sockets Layer) is the standard security technology, used to secure and encrypt all sensitive data like credit card details, usernames and passwords passed via the Internet.
For more information please visit SSL.com.

Online security
Internal access to your datas is secured by passwords and not accessible to everybody. Security is provided by the latest security technology. Passing data to third parties or other companies is excluded.

The Händlerbund (Dealers Association)
We are a member of The Händlerbund (German online trade association)
that provides legal certainty regarding GTC & Withdrawal, Privacy Statement, Legal Notice or Payment and Delivery, keeping these terms up to date according to the current court rulings.
In any legal issue we are represented by The Händlerbund.

Questions & Answers

Not everything but almost everything is summarised as follows

Do I need an account to place an order?

No, you do not have to register with us, it is up to you, but here are some benefits of a customer account:

Review of purchase history and online invoices, easy access to order or shipment status
Account or datas can be deleted anytime.

Is there a minimum order value?

No, there is no minimum order value.

What happens after placing an order?

After you have submitted an order, you will receive an order confirmation e-mail, indicating the purchased items, mode of payment, total value of goods, furthermore the GTC & Withdrawal attached.
Important! By payment in advance: please quote the order number as a reference.
You will find our bank details in the confirmation e-mail.
Please check your order details and the mode of payment, any modification afterwards will not be possible.

When will my order be dispatched?

If you place your order before 1PM (CET), usually it will be handed over to be dispatched on the next business day.
Should you pay by bank transfer, we will deal with your order after receiving the payment.

Can I track my shipment?

All packages will be shipped by registered mail. As soon as your order has left our premises, you will be notified by e-mail, indicating the tracking ID to monitor your shipment on www.deutschepost.de or on www.dhl.de (not on DHL.com). Please note, it may take a few hours until the track ID has been activated. Tracking may be available on the next working day after receiving the notification e-mail.

Return policy

- We only accept items in perfect condition: unworn and unwashed.
- Tags and hanger (if applicable) are still intact.
- For hygiene reasons, please keep your own underwear on when you trying on the items.
- Please ensure that you are not wearing make-up, perfume/deodorant which may leave a scent or marks on the item.
- Items for return should be kept in a smoke-free environment.


Can I return an item for exchange?

Yes. For detailed information, please look up 'FAQ / Delivery'.

I do not have a return slip, so what now?

Please note that you have placed your order according to the latest Consumer Rights Directive and you have been asked to confirm that you have read and understood the GTC & Withdrawal. According to the Right of Revocation:

The return costs are borne by the buyer.


I have received a defective or incorrect item, what should I do?

Before returning any item, please contact us by using the contact form.


I have received a reminder but I have already paid

Should this happen, please get in touch with us by using the contact form.


When and how will I be refunded?

How your money is refunded depends on how you made the original payment.

- In case of payment on invoice, direct debit or advance payment your money will be refunded to your bank account. An international wire transfer may take up to two or four business days - depending on the bank.
- In case of payment by credit card the sum will be reimbursed to your card. Refunds to credit cards may show up on your next month's balance.
- In case of payment via PayPal the money is refunded to your PayPal account balance. After you have received the refund, you can withdraw money from your PayPal balance to your bank account or use the money for future purchases through PayPal.


Can I delete my customer account?

You can view, change or delete your personal data at any time. In order to delete your account, please get in touch with us.


I forgot my password! What should I do?

If you have forgotten your password, simply click on 'My account', enter your e-mail address and click on 'Request a new password'. We will shortly send you a new password by e-mail.

Support

We are here for you!
Via e-mail, by phone or fax, we answer your questions reliably and quickly.

E-mail to: info@naturana-shop.de - An answer can be received within 24h.
Phone: +49 (0) 8803 63289-0
(Mon - Fri 8:00AM - 4:30PM and Sat 9:00AM - 11:00AM CET)