Shipping policy

Shipping Policy

Last updated: 01/01/2026

Thank you for shopping with NaturMat. This Shipping Policy explains how we process, prepare and ship your orders.

By placing an order on our website, you agree to the terms set out in this Shipping Policy.

1. Order Processing

Orders are typically processed within 2–3 business days after payment has been successfully received.

Business days do not include weekends or public holidays.

Orders placed after business hours, on weekends or on public holidays will begin processing on the next business day.

During periods of high demand, promotions or holidays, processing times may be slightly longer.

2. Shipping Times

Estimated delivery times after dispatch are:

  • Worldwide: 7–14 business days

The total estimated delivery time is therefore approximately 9–17 business days, including order processing.

All delivery times are estimates only and are not guaranteed.

3. Shipping Destinations

NaturMat ships to most countries worldwide.

Unfortunately, we may be unable to deliver to certain countries or regions due to shipping restrictions, customs regulations or carrier limitations.

If we are unable to ship your order, we will notify you and issue a full refund.

4. Shipping Costs

Shipping charges are calculated and displayed during checkout before payment is completed.

Any applicable shipping promotions or free shipping offers will be clearly indicated on our website.

5. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

Please allow up to 72 hours for tracking information to become active.

6. Delivery Delays

Although we make every effort to deliver orders within the estimated timeframe, delivery dates cannot be guaranteed.

Delays may occur due to circumstances beyond our reasonable control, including but not limited to:

  • Customs inspections;
  • Weather conditions;
  • Transportation disruptions;
  • Carrier delays;
  • Public holidays;
  • Force majeure events.

NaturMat shall not be liable for delays caused by circumstances outside its reasonable control.

7. Customs, Duties and Import Taxes

International shipments may be subject to customs duties, import taxes, VAT, GST or other charges imposed by the destination country.

These charges are determined by local authorities and are the sole responsibility of the customer unless otherwise expressly stated at checkout.

NaturMat has no control over these charges and cannot predict their amount.

8. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout.

NaturMat shall not be responsible for orders delayed, lost or delivered to an incorrect address due to inaccurate or incomplete information provided by the customer.

If an order is returned because of an incorrect address, the customer may be responsible for any additional shipping costs required to resend the order.

9. Lost, Stolen or Missing Packages

A package shall not be considered lost until the carrier's investigation process has been completed.

If your tracking information indicates that your order has been delivered but you have not received it, please contact the shipping carrier first.

NaturMat will reasonably assist customers in locating missing shipments but cannot guarantee reimbursement for packages confirmed as delivered by the carrier, except where required by applicable law.

10. Damaged Shipments

If your package arrives visibly damaged, please photograph the package before opening it whenever possible.

If the contents are damaged, please contact us as soon as reasonably possible and provide photographs of both the packaging and the product.

NaturMat will investigate the issue and provide an appropriate solution where applicable.

11. Order Changes and Cancellations

Orders may only be modified or cancelled before they have entered the shipping process.

Once an order has been dispatched, it cannot be cancelled.

Customers may instead request a return in accordance with our Return & Refund Policy, where applicable.

12. Mandatory Consumer Rights

Nothing in this Shipping Policy limits, excludes or modifies any mandatory consumer rights that cannot legally be excluded under the laws applicable in the customer's country, state or province of residence.

Where mandatory consumer protection legislation grants consumers rights that differ from those described in this Policy, those mandatory legal rights shall prevail only to the extent required by applicable law.

13. Contact Us

If you have any questions regarding shipping or delivery, please contact us:

NaturMat

Email: mynaturmat@gmail.com

Please include your order number in all correspondence to help us assist you as quickly as possible.

12. Partial Shipments

NaturMat reserves the right to ship orders in multiple shipments where necessary.

Additional shipping charges will not be applied unless expressly agreed with the customer before dispatch.

13. Refused Deliveries

If a customer refuses delivery of an order for reasons other than carrier damage, an incorrect shipment or an error attributable to NaturMat, the customer may be responsible for any return shipping costs, customs duties, import taxes, storage charges or other fees incurred, to the extent permitted by applicable law.

Any refund issued in these circumstances may be reduced by the amount of such costs where permitted by applicable law.