Ordering

How do I use my discount voucher?

To use your discount voucher, enter the code received by email, which can also be accessed under your account's Loyalty programme heading, in the area provided for this purpose at the end of your basket.

Can several discounts be used at once?

It depends on the current promotions. Some may be used together. For example, the welcome offer after signing up to the newsletter may be used with other current promotions.

Your loyalty voucher may be used for your basket containing items on sale.

There is a payment error message. What is the problem?

Payment errors may have several causes:

- either the error comes from a problem in sending the request to the bank

- or the payment has been declined by the bank. To place the order again, you must return to your customer area and go to your cancelled order. Click the button that lets you reorder the same items.

Your basket will therefore be ready to be confirmed as a new order and you will be able to make the payment again.

How do I track my order?

You can track your order by going to your account, under the My Orders heading and choosing the order concerned. The tracking number will appear as soon as the parcel has been prepared.

How do I cancel or change my order?

Once confirmed, your order cannot be changed.

You can cancel your order from your account under the My Orders heading.

Can orders be placed by telephone?

NO, orders may only be placed on the website.

How do I know if my order has been processed?

You will be sent a confirmation email or go to your account under the track my orders heading.

How can I obtain a receipt?

Vous pouvez récupérer une facture depuis votre compte dans Mes Commandes, en sélectionnant la commande concernée et en cliquant sur Facture.

How do I track my parcel delivery?

In my account, under the my orders heading. Choose the order concerned. Your tracking number will be indicated as soon as the parcel is shipped. Click this number, which will take you to the parcel tracking website.

What do I do if my order is incomplete or damaged on receipt?

Go to your account under the My Orders heading. Choose the order and then the product concerned and click on return request, clearly stating the reason in the field provided for this purpose.

What payment methods can be used?

Vous pouvez payer votre commande par carte CARTE BANCAIRE, VISA, MASTERCARD ou PAYPAL.

Can I get a refund on my order?

You have a 14-day cooling-off period after placing your order to change your mind and obtain a refund. In this instance, the products must be returned unopened and in their original packaging.

Is the payment secure?

Your online payment is completely secure. The bank transaction takes place directly between you and the bank.

How can I see my order summary?

Go to My account under the My Orders heading. Choose the order concerned and you will be able to access your order summary.

Is it possible to place an order from abroad?

YES on the www.natorigin.com website.

You can order from abroad, but you must provide a delivery address in mainland France or an overseas department.

You can order from abroad, from www.natorigin.com website.