Frequently Asked Questions

We usually ship orders within 1 to 3 working days. As soon as your order is on its way, you will receive a confirmation email with a tracking number to follow its progress.

Sometimes tracking information is inaccurate and parcels can be marked as delivered before they actually arrive. In most cases, your parcel will be delivered within the following days. It is also worth checking with your neighbours or your local post office for more information.

No need to worry. If your order is not yet marked as processed, it means it is still being prepared. As soon as it ships, you will receive an email with the tracking information.

We are committed to processing and shipping your order as quickly as possible. Once your order is handed to the carrier, it may be subject to delays on its way to its final destination. This also applies to orders considered undeliverable, which are automatically returned to us.

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 through your tracking number is the same as the information available to our team.

Please wait until the estimated delivery time has passed before contacting our customer service.

The average delivery time is 6 working days.

If your order exceeds this time, please contact our customer service at contact@peinture-nature.com with your order number and tracking information, so we can assist you as best we can.

For an order returned to us this way, we refund you in full once the parcel is received and confirmed as undeliverable, never before. If you would like to return a painting to us, start your request from our Returns and refunds page: we will send you the procedure by email. A parcel returned without letting us know may not reach the right place, which delays the refund.

After shipping, you will receive an email with a tracking number. You can use this number to follow your parcel's progress until it is delivered. If you have an account with us, you can also find this tracking number in the "Your 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 exceeds the usual times, please contact our customer service at contact@peinture-nature.com, with your order number and tracking details. We will do everything we can to assist you.

Orders are usually delivered within 6 working days. Your parcel may arrive sooner. If you have not received it within this time, please contact our customer service.

Unfortunately, once your order is finalised, it can no longer be changed. We apologise for any inconvenience this may cause.

We sincerely apologise for this mistake. Please contact our customer service by email with your order number, along with a photo of the incorrect items received and a photo of the shipping label showing your name. Please note that order issues must be reported within 60 days of delivery. We will handle your request as quickly as possible.

We are sorry for this oversight. Please email our customer service at contact@peinture-nature.com, with your order number and a list of the missing products. Remember to include a photo of the items received and a photo of the shipping label showing your name. We will reply as soon as possible.

We are sorry that your parcel was damaged in transit. To help us resolve this, please contact our customer service at contact@peinture-nature.com, including your order number, the name of the damaged products, and a photo of the broken items. We will reply quickly to find a solution.

At Nature Painting®, we do everything we can to make our product descriptions as accurate and detailed as possible, so there are no unpleasant surprises when you receive your paintings. We want you to know exactly what you are ordering.

All our items go through rigorous quality checks before shipping. However, if you receive a product with a manufacturing defect, please send us a photo of the item (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 arrange an exchange, simply fill in an exchange form, sign it, and send it with your parcel to the address we give you when you contact our customer service. Please note that any shipment made without first contacting our support cannot be processed.

Exchanges / Refunds / Replacements

If you are still within the 60-day return period, we offer two options:

1. Exchange your item for a different size or a different design.
2. Replace an incorrect or faulty item.

We are truly sorry for the inconvenience. To resolve the issue, please email us at contact@peinture-nature.com with the following information:

1. Your order number
2. A description of the problem (for example, wrong or faulty item)
3. A photo or video of the problem

We will handle your request as quickly as possible.

Refunds can take up to two weeks to process. Each request is first verified for authenticity before being submitted to our accounts team for processing.

To return an item, each request must include a duly completed return form.

Please fill in this form accurately and include it with your shipment. For any questions or concerns, feel free to contact us by email at contact@peinture-nature.com.

Please note that the shipping costs for returning an item are the customer's responsibility. If you receive a refund, it will cover only the amount paid for the product. In the case of an exchange, the time to receive the exchanged item can vary between 1 and 2 weeks, depending on your country of residence.

Note: For items worth more than £45, we strongly recommend using a tracked delivery service for the return.

If you do not yet see your refund:

1. Check your bank account.
2. Contact your bank, as refunds usually take between 3 and 5 working days to process.

If, after these steps, you still have not received your refund, please contact us at contact@peinture-nature.com.

We currently do not have a phone number for customer service enquiries. We invite you to check our FAQ, where you will likely find answers to your questions.

If you need further help or have questions about your order, our customer service team is here for you. You can contact us by email HERE.

Confirmation emails are usually sent shortly after an order is placed. If you do not receive this email straight away, do not worry. There may be a slight delay if your order was placed during a busy period, such as a product launch or a promotion.

If you have not received your confirmation email within 24 hours of your order, please contact our customer service HERE so we can help.

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 subscribe to our newsletter again on our website or by contacting our customer service.

It is important to receive our emails, whether to track your order or to keep up with our offers. Here are a few tips to make sure you receive our emails:

• Check that our emails are not marked as spam or junk by your email provider (Gmail, Yahoo, etc.). To avoid this, add 'contact@peinture-nature.com' to your address book.
• Make sure you entered the correct email address when you signed up. If needed, our team can check this for you.
• At checkout, did you tick 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 credentials", it means your email address or password was not recognised by our system. Do not worry, we can fix this easily.

• Check that you are using the email address and password linked to your account.
• If you have forgotten your password, click "Forgot password" and follow the instructions to create a new one.
• If the problem persists, contact our team HERE with screenshots of the error message you receive.

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.