Shipping policy
The shipments are handled by CTT Expresso for Portugal and Spain, and by UPS for all other destinations.
We currently ship to all countries within the European Union (except Cyprus and Malta), as well as the United Kingdom.
A physical delivery address is required for all orders.
Orders will be shipped within 5–7 business days after we receive your order. Once your package has been dispatched, we will provide you with a tracking number. After the parcel has been handed over to the carrier, Natur-X is no longer responsible, and the shipment becomes the responsibility of the customer.
Natur-X is based in Portugal, within the European Union. At present, all orders are shipped from Lisbon, Portugal.
For orders placed outside the EU, customs fees may apply depending on the destination country. It is the customer’s responsibility to be aware of and cover any potential customs charges when placing an order.
You are responsible for any delivery charges related to taxes, tariffs, duties, and brokerage fees. We declare all shipments at their full purchase value.
Note: If customs fees are refused and the parcel is returned to us, the return shipping costs will be deducted from your refund.
United Kingdom Orders & VAT Policy
Due to the changes in VAT regulations introduced after the United Kingdom’s withdrawal from the European Union (Brexit), all overseas sellers are required to follow the rules set by HMRC (UK Tax Authority). One of these rules concerns the £135 threshold for imported goods:
For consignments valued at £135 or less (per shipment), overseas sellers must register for a UK VAT number and collect UK VAT at the point of sale.
For consignments valued above £135, VAT and any applicable customs duties are collected by UK Customs upon import.
As we do not currently operate with a UK VAT number, we are unable to process orders under this threshold. Therefore, we have set a minimum order value of £135 (approximately €156, subject to exchange rate fluctuations) for all orders placed from the UK.
For orders above this threshold, UK customs will collect sales tax and/or customs fees upon import. These charges depend on the value of your order and are the responsibility of the customer.
If you refuse to pay the customs fees and the parcel is returned to us, we will issue a refund of your order minus the shipping costs. This includes both the cost of sending the package to you and the return charges billed to us by the carrier.
Returns
We want you to be fully satisfied with your purchase. Please read our return policy carefully before placing your order.
Returns for EU customers
If you are located within the European Union, you have the legal right to withdraw from this contract within 14 days, without giving any reason. The withdrawal period is 14 days from the date on which you or a third party (other than the carrier) received the goods.
To exercise your right of withdrawal, please notify us via email at naturminusx@gmail.com with a clear statement that you wish to cancel your order. We will confirm your request before you return the item(s). You must return the goods to us within 14 days of your cancellation notice. The deadline is considered met if you ship the goods before the 14-day period has expired.
You are responsible for the cost of return shipping, unless the return is due to our error. We may withhold reimbursement until we have received the goods back, or until you provide proof that you have sent them.
A full refund will be issued using the original payment method within 14 days of acceptance of your return.
No returns outside the EU
We do not accept returns or refunds for orders shipped outside the European Union, except in cases where an error or a defect was made on our part.
Please ensure that your order is correct before completing your purchase.
Conditions for accepted returns
Returned items must:
- Be in perfect, unused condition
- Include original packaging, labels, and tags
- Have yarn in skein form only (not wound into a ball)
- Include the original invoice as proof of purchase
Non-returnable items
We do not accept returns for:
- Wound, used, or damaged yarn
- Items purchased from the SALE section
- Personalized or custom-made products (e.g. dyed-to-order, cut-lengths)
- Items damaged after delivery due to external causes
Exchanges
We do not offer direct exchanges. If you would like to replace a product, please request a return for a refund and place a new order for the desired item.
Refunds
Once your return is received and inspected, we will notify you via email. Once your refund is approved, we’ll process it within 3–7 business days.
By placing an order on our website, you agree to these shipping and return terms.