Delivery of products

The products are delivered only through fast courier companies. Delivery days are from Monday to Friday, in some situations also Saturday (but this is strictly at the discretion of the courier company). Not delivered on Sunday!

We do not accept orders received by e-mail or WhatsApp, but only on the online store.

Very important: each product has a message displayed in the price area that informs you about the estimated delivery time. This is necessary because we have products that are divided into different delivery categories:

1. they can be shipped with a delay of a few days (for example, edible figurines that need 1 or 2 days to dry and harden) - the term of execution, drying and delivery is 7 - 10 calendar days (we are discussing for deliveries made to addresses in Romania; in the case of international orders, these may take a few days more, depending on the destination);

2. they can be shipped with a delay of two weeks or even more (products arriving from our warehouse in Germany) and the transfer between the two warehouses and the delivery to you can be extended long enough

For this reason, we kindly ask you to consult the estimated delivery period and keep in mind that we do our best to deliver much faster than what is written there, but sometimes there is the possibility that, for reasons beyond our control, this period may be even longer.

Regardless of the situation, once the rest of the products have been shipped (without any additional cost on your part), you will be notified by e-mail about the existence of a new shipment to you. We repeat: you will not have anything to pay, only someone has to be at home and pick up the package, that's all.

The products are considered delivered from the moment they are handed over to the courier company and they have entered the delivery circuit. We do not assume responsibility for delays due to courier companies and we recommend that, in case the package arrives with clear signs of damage, not to accept it and request the preparation of a damage report, the package being returned to us. In this case, there is 100% eligibility for the return of the money (the entire amount) or the resending of another parcel, with the same products, within a reasonable time.

Equally important: by the nature of the products made or sold by our store, any order placed on natyshop.com is and will be considered a firm order and cannot be cancelled.

Orders delivered on the territory of Romania (general presentation)

Taking into account the specifics of our store and the fact that we are producers of decorations and edible images, all these products fall into the category of products made to order that cannot be returned (but you can find more details here) plus it is also about food products that fall into the same category of non-returnable products.

Most of the decorations are made as soon as we receive the order precisely to ensure the highest quality products, so this implies at least 1 extra day for drying and strengthening the decorations and the courier may need a few more days to deliver the parcels, depending on your location. Thus, we recommend that you do a small calculation in your mind to consider placing an order a few days before you need it. The more, the better, especially if you need decorations that require more than 1 day to dry and harden, especially if we don't have them already made, in stock, to be able to ship them the same day or the next day at most.

Orders paid online that are refused by customers for reasons unrelated to the delivery conditions (parcels that arrived clearly damaged, possibly with reports signed by the courier, parcels that arrived at the addressee more than a week after they left us - we consider that it is a reasonable time for them to be delivered to any locality in the country, although this time, in reality, is much less) will not be refunded. In addition, the legislation in force does not allow us to do this either, but more details here.

From the moment the products leave our warehouse, they should reach you in 1 - 3 working days. There are certain more isolated localities where delivery is made only once a week, but those situations are exceptions.

Therefore, the entire process of placing the order, its preparation and delivery should take from one to three or four working days. However, please keep in mind that during busy periods this interval can increase substantially. Please contact us for more urgent situations and we will help you where we can.

I no longer need the products (for various reasons). What are the options?

If we are discussing edible products, made by us, in our authorized Naty Shop laboratory, you must understand that placing an order represents a firm promise to pay (especially since we are also discussing online payment of orders). When you have placed and paid for the order, the products enter a production process and we cannot compare them with ready-to-use, non-food products, which can be returned at any time, under almost any conditions.

The regime of these products (edible images, decorations or sets of edible decorations made of sugar paste or chocolate and other related products) is different and most of the time, especially among edible images, we have no other option but to throw them in the trash, to destroy them (even more so when we are talking about images with people's faces) and our damage is 100%.

However, in the vast majority of situations, we can find a solution that will come to your aid: store credit. Basically, you will receive a credit (in the form of a code) that you can use when you place a subsequent order. We will try to make this credit, most of the time, the full value of the order you no longer want (for various reasons).

So, even if you ordered a range of products that are made to order, for you, and you no longer need them, it does not mean that you have lost the money/products, but please send us a message at contact@natyshop.com and we will try to find the optimal solution for you.

International orders (overview)

The preparation of the products and the packaging of the parcel are done, in the same way, within a range of 0 to 1 working day. But the delivery will take about 7 (seven) calendar days. So, about a week. This interval is not fixed, sometimes it is delivered faster, sometimes later, but this is the average delivery time in Europe.

Online payments are completed and processed through the Stripe online payment processor. It is practically the largest online payment processor worldwide and the degree of security is at the highest level, the chances of running out of money and/or without products are effectively zero. Any trader who accepts online payments must provide clear proof of the shipment of the products to the final customer, in case he wishes to contest the transaction carried out in the store, a process that takes place under the careful supervision of the online payment processor.

Once the order has been processed in our warehouse, you will receive a dispatch message containing the dispatch number (AWB). This message will be sent either to the e-mail address (if you completed the order with the e-mail address as the contact method) or to the telephone number, in the form of an SMS with a link to the order and/or delivery, in case, when completing the order, you did not enter the e-mail address but only the telephone number. Usually the SMS notification comes from a short number, like 1784 or 1785 or something similar. Please notify us if you receive notifications from "normal" phone numbers or report anything, even a little strange, in an SMS that claims to be from us.

Orders are honored in the order of their arrival, regardless of the value or number of products.

Delivery costs:

All costs are clearly presented at the end of the order. There are no hidden fees, packaging fee or handling fee or any other hidden fee. The prices also include all taxes: what is written on the product page is what you will pay (of course, adding the shipping fee shown at checkout).