Frequently Asked Questions
Most questions we get are about where an order is, how long it will take, and how to send something back. Those are answered below in plain language. If yours is not here, email support@natalietatum.com and a person will write back, usually within 12 hours.
Ordering and payment
How do I place an order?
Add what you want to your cart and check out. You will get a confirmation email within a few minutes with your order number on it. Keep that number, as it is the fastest way for us to find your order later. If no confirmation arrives, check your spam folder before assuming the order failed, then tell us and we will confirm it by hand.
When am I charged, and how much?
Once, at checkout, for that order only. Payment is taken when you place the order. The price shown at checkout is the final price you pay us: shipping is free and we add nothing to it afterwards. Nothing is charged to your card again once that order is paid.
How will the charge show up on my statement?
As NATALIETATUM. If you see a charge you do not recognise, email us the date and the amount. Send it with the email address used at checkout and we will identify the order and write back, usually within 12 hours.
Can I change or cancel an order after placing it?
You can cancel an order within one hour of placing it. Email support@natalietatum.com with your order number and we will stop it. If the order has already been dispatched by the time we hear from you, let it arrive and send it back under the normal return process instead.
Shipping and delivery
Where do you ship?
The United States and the United Kingdom. We are looking into adding more destinations, but we would rather not take an order we cannot deliver properly, so for now it is those two.
Is shipping really free?
Yes, on every order, with no minimum spend. There is no handling charge added at the end of checkout.
How long will my order take?
Two stages, and it helps to think of them separately:
- Processing: 1 to 2 business days. We verify, pack and dispatch your order. Orders placed over the weekend start processing on the next business day.
- Transit: 4 to 6 business days once the parcel has been dispatched.
Altogether, expect your order roughly 5 to 8 business days from the day you place it. Orders go out Monday through Friday. These are honest estimates rather than guarantees, and carrier delays, weather or a busy period can move them. If your order is running late, we will keep you updated rather than wait for you to ask. Full detail is in our Shipping Policy.
Who delivers my order, and is it insured?
We use established couriers, normally DHL, FedEx or UPS. The carrier handling your parcel is named in your dispatch email. Every order is insured in transit, so if a parcel is lost or damaged on the way to you, reach out and we will put it right.
Tracking
How do I track my order?
As soon as your parcel is handed to the carrier we email you a tracking number and the carrier's name. Enter that number on the carrier's own site to follow it in real time. There is a walkthrough on our Track Your Order page.
I have no tracking email yet.
Processing takes 1 to 2 business days, so tracking usually appears on the second day. Check your spam folder first, as dispatch emails often land there. If it is still missing, email us your order number, or the name and address on the order, and we will resend it.
My tracking has not moved in days.
Carriers sometimes scan a parcel only when it reaches a depot, so a quiet day or two is normal and not a sign anything is wrong. If nothing has changed after five business days, tell us and we will chase the carrier for you.
What if my order is lost or never arrives?
Email support@natalietatum.com and we will open an investigation with the carrier. If the parcel cannot be located, we will offer you a full refund or send a replacement.
Something is missing from my delivery.
Contact us within 7 days of receiving the package and we will look into it straight away, then either send a replacement or arrange a refund.
Returns and refunds
What is your return window?
30 days from the day your order is delivered. The item needs to be unused and in the same condition it reached you in, with all tags attached and in its original packaging, and we need your order number, a receipt or other proof of purchase. Once that window has passed we are unable to accept the return.
How do I start a return?
Email us at support@natalietatum.com with your order number and what you would like to return. Once it is approved we send step-by-step instructions and the correct return address. Please do not post anything back before asking, because parcels sent without prior approval cannot be accepted and are difficult to trace back to you.
My item arrived damaged, faulty or wrong.
Check your order as soon as it arrives and email us photos of the problem within 48 hours of delivery. Depending on the situation we will arrange a free replacement or a refund after reviewing the details, and you do not pay return postage on an item that was our fault.
Who pays for return shipping?
- Faulty, damaged or incorrect items: we cover the return cost.
- Change of mind, including ordering the wrong item or it not fitting: the return postage is yours to cover.
We never charge a restocking fee on top.
Is anything not returnable?
A short list, for hygiene, safety and practical reasons:
- Custom-made or personalised orders
- Perishable goods such as food, flowers or plants
- Personal care and beauty products
- Hygiene items, for example socks or underwear, unless still sealed and unused
- Hazardous materials, flammable liquids or gases
- Sale items and gift cards
If you are not sure whether something qualifies, ask us before you buy rather than after.
When do I get my refund?
Once your return reaches us we inspect it and email you to confirm whether it is approved. Approved refunds are issued to the original payment method, typically within 10 business days of approval. Your bank or card provider may need extra time to post it on their end. If more than 15 business days have passed since approval and you still cannot see it, contact us and we will chase it with you. The full terms are in our Refund Policy.
Can I exchange an item instead?
We do not process direct swaps, because holding an item aside while a return travels back is slower for you than simply reordering. Return the original and, once that return is approved, place a fresh order for the item you actually want. Nothing in this policy limits or affects any statutory rights you may have under applicable law.
Contacting us
How do I reach a real person?
Email support@natalietatum.com or call +1 (319) 422-4556. Every message we receive gets our full attention and is read by someone on our team.
What are your customer service hours?
Monday to Sunday: 8 AM (MT) - 5 PM (MT), weekends included. Average response time is within 12 hours. If you write outside those hours, your message is waiting for us when we open.
How can I get a faster answer?
Include your order number and the email address you used at checkout. That lets us pull the order up immediately instead of writing back to ask, which usually saves a full day. Photos help for anything damaged or incorrect.
Who am I buying from?
Natalietatum is operated by Primecore LLC, 23400 Kingsland Blvd Apt 10108, Katy, TX 77494-7486, United States. The terms that apply to your order are in our Terms of Service.