You have a period of 14 calendar days for products in stock. No returns will be accepted on personalized, custom made or made to order products.

If for any reason you are not satisfied with your product, you have a period of 14 calendar days from the date of delivery of the product to communicate your desire to return it. Unless one of the exceptions described below in the “Exceptions” section applies. You will be responsible for the return or exchange shipping costs.

To do so, you must contact us within the period indicated by email, phone or form listed in the “contact” section informing us of the order number and personal data (name, address and phone). We will contact you to tell you how to process and, if necessary, pay the transport costs of the exchange or return.

We will send our transport agency to pick up the product to be returned or exchanged. Be sure to return it with its packaging (if any) in perfect condition and including all the documentation that accompanies the product, as well as its accessories (if any). Make sure you also make a correct packaging to ensure its transport without damages. Once received and checked by our staff, we will send you the product to exchange or, in the case of a product return, we will refund the amount according to the payment method you used the same day we receive the returned merchandise.

Exceptions to exchanges and returns

There may be cases in which an exchange or return will not be possible:

• Products made to your specifications, custom made or made to order.
• Products that are incomplete, used, in poor condition or deteriorated due to the use of the same by the customer or for being poorly packaged for return.

 

If the product is defective or wrong

nataliamoreno.com guarantees the quality of its products and service, but if by mistake you receive a product that you have not ordered or it is in a defective state, you can contact us by sending an email to the following address studio@nataliamoreno.es You must notify us within a maximum period of 24 hours. Claims of this type communicated after the deadline will not be accepted.

We will contact you to arrange a date and time to pick up the package. We will proceed to carefully examine the returned product, and we will inform you by e-mail within 10 days whether to proceed with the return or replacement of the product. In case of return, the amount paid will be refunded in full, including expenses and the cost incurred to return it. The amount will be refunded by the same means used by the Customer to pay for the purchase within a maximum period of 30 days.

 

Changes and cancellations when ordering by mistake

If you need to change products or cancel your order, you can do so immediately by sending an email to studio@nataliamoreno.es

 If the order is already in transit and out of our warehouse it will not be possible to make changes or cancellations, and we will send it as you requested.