We generally dispatch orders within 1 to 3 working days. As soon as your order is on its way, you will receive a confirmation e-mail with a tracking number so you can follow its progress.
Sometimes the tracking information is incorrect, and parcels may be marked as delivered before they actually arrive. In most cases, your parcel will be delivered within a few days. You should also check with your neighbours or your post office for more information.
Don't panic! If your order is not yet marked as processed, this means that it is still being prepared. As soon as it has been dispatched, you will receive an e-mail with the tracking details.
We are committed to processing and dispatching your order as quickly as possible. However, once your order has been entrusted to the postal service, it may be subject to delays while en route to its final destination. This also applies to orders deemed undeliverable and returned to our head office.
Please note that Nature Painting® cannot be held responsible for delays caused by customs, natural events, transfers between the postal service and the local carrier, or strikes and delays in air and land transport. The information available via your tracking number is the same as that available to our team.
Please wait until the estimated delivery time has elapsed before contacting our customer service department.
The average delivery time is 6 working days.
If your order exceeds this timeframe, please contact our customer service department at contact@peinture-nature.com, providing your order number and tracking information, so that we can best assist you.
For returned orders, we will issue a full refund once the parcel has been received at our headquarters and confirmed as undeliverable. Please note that we cannot issue a refund until we have received the parcel. We apologise for any inconvenience caused.
After dispatch, you will receive an e-mail containing a tracking number. You can use this number to track the progress of your parcel until it is delivered. If you have an account with us, you can also access this tracking number in the ‘Account details’ section, where you will find the history of all your orders.
We want you to receive your order as quickly as possible. If delivery is taking longer than usual, please contact our customer service team at contact@peinture-nature.com, quoting your order number and tracking details. We will do our best to assist you.
Orders are generally delivered within 6 working days. However, your parcel may arrive earlier. If you have not received your parcel within this period, please contact our customer service department.
Unfortunately, once your order has been finalised, it is no longer possible to modify it. We apologise for any inconvenience this may cause.
We sincerely apologise for this error! Please contact our customer service department by e-mail, quoting your order number, together with a photo of the incorrect items received and a photo of the packing slip showing your identity. Please note that order problems must be reported within 60 days of delivery. We will deal with your request as quickly as possible!
We apologise for this oversight! Please send an email to our customer service department at contact@peinture-nature.com, quoting your order number and listing the missing products. Don't forget to include a photo of the items received and a photo of the packing slip where your identity is visible. We'll get back to you as soon as possible!
We're sorry your parcel has been damaged in transit! To enable us to resolve this problem, please contact our customer service department at contact@peinture-nature.com, including your order number, the name of the damaged products, and a photo of the broken items. We will get back to you as soon as possible to find a solution.
At Nature Painting®, we make every effort to ensure that our product descriptions are as accurate and detailed as possible, so that there are no unpleasant surprises when you receive your paintings. We want you to know exactly what you are ordering. We want you to know exactly what you are ordering.
All our products undergo rigorous quality checks before dispatch. However, if you receive a product with a manufacturing defect, please send us a photo of the product concerned (in its original packaging if possible) to contact@peinture-nature.com, including your order number. To qualify for an exchange, the item must be unused and in the same condition as when you received it.
To make an exchange, simply fill in an exchange form, sign it and send it with your parcel to the address we will give you when you contact our customer service department. Please note that any shipment sent without prior contact with our support team cannot be processed.
Exchanges / Refunds / Replacements
If you are still within the 60-day return period, we offer you two options:
- Exchange your item for a different size or design.
- Replace an incorrect or faulty item.
We're really sorry for the inconvenience! To resolve the problem, please email us at contact@peinture-nature.com with the following information:
- Your order number
- A description of the problem (e.g. wrong or faulty item)
- A photo or video of the problem
We will deal with your request as quickly as possible.
Refunds can take up to two weeks to process. Each request must first be checked for authenticity before being submitted to our accounting department for processing.
To return an item, each request must be accompanied by a duly completed returns form.
Please complete this form accurately and include it with your shipment. If you have any questions or concerns, please do not hesitate to contact us by e-mail at contact@peinture-nature.com.
Please note that shipping costs for the return of an item are the responsibility of the customer. If you receive a refund, it will only cover the amount paid for the product. In the case of an exchange, the time taken to receive the exchanged item may vary between 1 and 2 weeks, depending on your country of residence.
Please note: For items worth more than €50, we strongly recommend that you use a tracked delivery service for the return.
If you have not yet received your refund, please check your bank account:
- Check your bank account.
- Contact your bank, as refunds usually take 3 to 5 working days to process.
If, after taking these steps, you still have not received your refund, please contact us at contact@peinture-nature.com.
We currently do not have a telephone number for customer service enquiries. We invite you to consult our FAQ, where you will probably find the answers to your questions.
If you need further assistance or have any questions about your order, our customer service team is at your disposal. You can contact us by submitting a request via our web form by clicking HERE.
Confirmation emails are usually sent shortly after the order has been placed. If you don't receive this email immediately, don't worry! There may be a slight delay if your order was placed during a busy period, such as a product launch or promotion.
If you have not received your confirmation email within 24 hours of placing your order, please contact our customer service team by clicking HERE so that we can help you.
To unsubscribe from our emails, scroll to the bottom of one of our previous emails and click ‘Unsubscribe’. This will remove you from our mailing list.
If you change your mind later, you can always re-subscribe to our newsletter on our website or by contacting our customer service department.
It's essential that you receive our emails, whether it's to track the status of your order or to make sure you don't miss out on our offers. Here are a few tips to ensure that you receive our emails:
- Check that our emails are not marked as unwanted or spam by your email service (Gmail, Yahoo, etc.). To avoid this, add ‘contact@peinture-nature.com’ to your address book.
- Make sure you have entered the correct email address when registering. If necessary, our team can check this information for you.
- At checkout, have you ticked the ‘Subscribe to our newsletter’ box? If not, this could explain why you are not receiving our emails.
If you see the message ‘Invalid login details’, this means that your email address or password has not been recognised by our system. Don't panic, we can resolve this easily!
- Check that you are using the email address and password associated with your account.
- If you have forgotten your password, click on ‘Forgot your password?’ and follow the instructions to create a new one.
- If the problem persists, contact our team HERE and provide screenshots of the error message you receive.
Please note that you do not need to create an account to place an order on our site. If you have not created an account, you will not be able to log in. You can create one at any time by following this link: Create an account.