Where can I receive my order?

You can comfortably receive your order at the address of your choice: home, work, etc. (never at a post office box).

We ship to any country in the world. Depending on the country or region of destination, the shipping cost and transit time may vary.

How long will it take for my order to arrive?

The time it takes for your order to arrive will depend on two factors: the preparation/manufacturing time of the order and the transportation time of the order.

Order preparation/manufacturing time:

This time will depend on the product. If it is a handmade to order product it can take between 1 and 4 weeks. If it is a manufactured product we will prepare it within 48 hours. On the product pages in the “Shipping” tab you will find the preparation time for each product.

Time of transport of the order (in stock or once manufactured):

For shipments within Spain (peninsula) the Express Transport has a delivery time of 24/48 hours and as the Normal transport or free (if any), have a delivery time of between 3 and 5 days (in working days). The most common is that it takes 24 hours to reach the customer the express and 48 hours the normal, there may be occasional exceptions

For shipments to Balearic Islands the delivery time is 3-8 working days.
For shipments to European Union countries the delivery time is 4-8 working days.
For shipments to the rest of the world the delivery time is 6-10 working days.

These deadlines, although they are met in most cases, we cannot guarantee them as they depend on the transport agencies.

Delivery times are counted from the moment we have a fully compliant order (paid, except for deferred payment, and we have all the information and data of the order). For the express transport, if the order is in conformity before 9h, it leaves the same day from our facilities, if not, it will leave the next day.

Can I track the status of my order?
Yes, through “History and details of my orders” in your customer account you will be able to see the status of your order.

What is the delivery process?

Once your order has been prepared and payment has been verified, it will be shipped. When the order leaves our warehouse, you will receive a shipping confirmation email.

Shipments are made through different transport companies, depending on the order and destination. This company will deliver the order to the address you have indicated when making the purchase.

Remember that you must indicate a correct address and delivery information to avoid delays in the arrival of your order.

Also try to put a delivery address where someone will be available to receive the order. The delivery service does not include the customer's choice of the day and time of delivery.

However, and in any case, if at the time of delivery to the address you have provided us, you are absent at the 1st attempt, the transport agency will try to arrange the 2nd attempt directly with you, within a maximum of 5 days from the 1st attempt.

If the second attempt fails, the transport agency will store the order for 10 days and we will contact you again for collection.

Please note that if after the two delivery attempts and after the 10 days for collection by you, it has still not been possible to deliver the order, it will be returned to origin, and you will have to assume these return transport costs.

Remember that transport companies do not work on weekends or holidays either, therefore, shipments will only be made from Monday to Friday as long as they are not holidays.

How much does transportation cost?

The shipping cost depends on the weight and the place where the products are to be shipped.

When you add products to the cart, by default the shipping costs are shown for the peninsular Spain, normal transport. If you want to know the shipping costs for other areas, you must register and enter the shipping information so that the price can be calculated.

Within this price are also included the packaging costs of the products so that they arrive to you in perfect condition.

 

Customs information

When the customer places an order for delivery in a non-EU country (outside the European Union) or to be delivered in the Canary Islands, Ceuta or Melilla, the customer may be obliged (not always) to pay import duties and taxes, which will be charged by customs at the time the package arrives at its destination. Any additional amount due to customs clearance will be borne by the customer.

nataliamoreno.com has no control over these amounts. Customs policies vary significantly from one country to another, so we recommend the customer to consult with the customs office that corresponds to find out the amount of these taxes.

When a customer places an order from a foreign country outside the EU, Canary Islands, Ceuta or Melilla, the customer is considered an importer by law and therefore must comply with all applicable import laws and regulations in the country or region in which the product is received. We also advise our international customers that it is possible (not always) that your order may be subject to inspection and opening by customs authorities.