FAQS

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ORDER

How do I place an order?

- Simply add the item you wish to purchase and add it to your shopping cart. Proceed to the checkout page, fill in your personal information, and enter your payment details.

How do I know if my order went through successfully?

- Once our payment provider processes your payment, we will send an order confirmation to the email address you provided when placing your order.

How can I check the status of an order?

- Once your order is shipped the tracking ID is sent to your email address. You can check track your order directly from your email or ‘Track Your Order’ section. 

Is it possible to change or cancel my order? 

- Please contact our Customer Service team (hello@natiyawish.com) as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible we may still be able to change or cancel it.


However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

I have made a mistake in the shipping address, how do I change it?

- Please contact our Customer Service team (hello@natiyawish.com ) as soon as possible. If your order hasn’t reached the fulfillment stage, it’s possible that we may still be able to change the shipping address.

However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.


Can I change my billing address after I have placed an order?

- If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.


PAYMENTS

What payment methods can I use?

- Credit cards (Visa, Mastercard and American Express), which is processed via Stripe Inc. are accepted. Express checkouts such as Google Pay, Shoppay, and Paypal are also accepted. 

Why didn’t my payment go through?

- Check to see if your billing address is different from your order’s shipping address. Stripe, our payment system, automatically blocks these transactions for your protection. In that case, we recommend you use another payment method.

My payment cannot be verified, what should I do?

- As we're not able to see what is causing this error, some of the most common reasons may be:

-incorrect zip code;

- incorrect verification code or card details;

- insufficient funds / expired card;

- declined due to an international purchase (check if this feature is available for your card);

- declined by the bank.

We always recommend getting in touch with your bank personally in order to clarify why your transaction cannot be verified.


Which currencies can I shop in?

- Natiya Wish only accepts payments made in USD. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

I paid in dollars, but the amount taken from my account is different?

- Natiya Wish only accepts payments made in USD. The conversion rate and conversion fee may be applied by your bank, therefore, it might happen that you have been charged more. Natiya Wish cannot control and is not responsible for any additional charges applied by your bank.


When will I receive my refund?

- Refunds are issued via the original payment method and will normally appear within 30 business days, depending on the processing time of your payment provider.


Discount & Store Credit

Do you have an active discount code? 

- We recommend subscribing to the Natiya Wish newsletter and following us on our social media channels (Instagram, Facebook), where you would receive our current promotional codes and updates about the upcoming sales.

How do I enter a discount code?

- Look for the space to enter your discount code at the last step of checkout. The discount will immediately be reflected in your payment total.

    Please note that we accept only one discount code per order.

My discount code does not work. What to do?

If your discount code does not work, it could be that:

• The promotional code has expired.

• The terms and conditions of the promotional code have not been met.

You can always contact the support team for more information about any specific code that you attempt to use.


Is my discount code still active?

- Natiya Wish discount codes have different expiration dates, therefore, please contact us with the code and we will confirm if the code is still active.


SHIPPING & DELIVERY

From where are orders shipped?

Our orders are shipped from U.S.

Do you ship to multiple addresses?

We currently do not offer this option. If you would like items to go to separate addresses, you will have to place a separate order for each address.

How much does shipping cost? 

We are free !!

When will my order arrive? 

Standard Shipping Time:

Expected delivery for Standard Shipping is 3-7 business days from the time the order is shipped.


PROCESSING TIMES:

We process and ship out all orders Monday through Friday, not including holidays. Orders with standard shipping will usually be fulfilled and shipped the next 1-3 business days (Monday through Friday, not including holidays). 


Will I be able to track my order?

Yes! You will receive a tracking number once your order has been dispatched from our warehouse.


What if I didn't receive my order? 

After your order is processed and dispatched, you will receive an email with the tracking information. If you have not received an email, please make sure to check your spam folder as well. We strongly recommend checking the tracking information frequently to avoid the parcel being rerouted back to our warehouse.

• If available, please check the alternative tracking numbers which you can find in the carrier’s website. If the tracking information is discontinued for over a week, we recommend following up with your local post/customs office for more details.

• If the tracking ID shows that the parcel is delivered but you haven’t received anything, we strongly recommend to check with other residents of the delivery address and closest neighbors/receptionists.

• If you have not received your order within 10 calendar days after the dispatch of the parcel, Please contact us at hello@natiyawish.com 

After we have received your email, the responsible representative will get back to you within 24-48 hours. Lost parcel investigation will continue for 3 working days. If any updates appear, you will be informed personally via email.

If the parcel is confirmed as lost, we will proceed with the store credit of your paid amount for the original order or the replacement of the order.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form

. The store credit for the order will be provided to the email address that was used for the original order.



I received the wrong product. What do I do? 

We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item or your order is missing items, please contact us at hello@natiyawish.com  within 7 days from the date received.

After we received your email, the responsible representative will get back to you within 24-48 hours. The investigation will continue for 3 working days. If any updates appear, you will be informed personally via email.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.




What if my purchase gets damaged during delivery? 

Please carefully examine your package as soon as it arrives. If any of your ordered products have been damaged (whether visible or hidden) during transit, please report the damage to the carrier within 7 days. Transportation damage must also be reported to Natiya Wish within 7 days of receiving your order. Please contact us at hello@natiyawish.com 

After we received your email, the responsible representative will get back to you within 24-48 hours. The investigation will continue for 3 working days. If any updates appear, you will be informed personally via email.

If the parcel is confirmed as damaged, we will proceed with the store credit of your paid amount for the original order or the replacement of the order.

IMPORTANT:

The replacement of the order will be shipped to the address provided in the submitted form. The store credit for the order will be provided to the email address that was used for the original order.



RETURNS & REFUNDS

What is your return policy?

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

- Gift cards

- Downloadable software products

- Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

- Book with obvious signs of use

- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

- Any item that is returned more than 15 days after delivery


I have used the product already, can I still return? 

Unfortunately, if you have used the product already, we are not able to accept returns unless it's a defected item.  

I returned my order. How do I know if my parcel has arrived?

If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.