FAQ
SHIPPING
My order arrived damaged. What should I do?
Please send us an email at info@nat20crafts.com to report the problem. In the title of the email please include your order number and attach a clear, well-lit picture of the item. Additionally, please send a picture of the packaging as it arrived.
When will my order ship?
Currently all of our orders are shipped on Mondays and Fridays. Shipping times vary depending on where you live. During busy periods such as Christmas, please allow for an extra 1-2 weeks for shipping.
Where do you ship to?
We ship almost everywhere in the world. Disclaimer: Due to the ongoing uncertainty, we currently do not offer shipping to the US.
Are all orders tracked?
Yes.
Custom Duties and Import VAT
When shipping a package internationally, the recipient may be required to pay import taxes, customs duties, and other fees set by the destination country. These charges are generally payable upon the package’s arrival and are the responsibility of the buyer.
Lost Package
If your tracking information hasn’t been updated for a while, please contact your local post office and ask them to locate your package. Many delivery companies also allow you to submit a search request online. In most cases, the package will be found shortly.
Please note that international shipments can take up to four weeks or more to reach their destination. If your package hasn’t arrived after a month from the shipping date, please reach out to us at info@nat20crafts.com so we can assist you with an insurance claim.
My package was marked as “delivered” but it hasn’t arrived.
Unfortunately, we’re unable to take responsibility for packages that have been marked as delivered. If your tracking shows delivery but you haven’t received your package, please contact your local post office or delivery provider to verify the delivery address.
Sometimes, packages are left with a neighbor or in a less noticeable spot. If you believe your package was stolen, we recommend filing a police report.
REFUNDS & RETURNS POLICY
Shop Orders
Do you offer returns?
Our return policy allows for returns within 14 days of your order being marked as delivered. After this period, we’re unable to process refunds or exchanges. To qualify for a return, your item must be unused and in its original condition.
Please note that return shipping costs are the responsibility of the customer and are non-refundable. If you’re approved for a refund, the cost of return shipping will be deducted from the total amount returned to you.
Do you offer exchanges?
Direct exchanges are not available, but if you’d like to exchange an item, simply return your original purchase under the same conditions as stated under returns. Then place a new order for the desired item. Please note that you’ll be responsible for any shipping costs associated with the return.
Wrong or Damaged Product
Please send us an email at info@nat20crafts.com to report the problem. In the title of the email please include your order number and attach a clear, well-lit picture of the item. Additionally, please send a picture of the packaging as it arrived.
Commission Orders
Do you offer returns and/or exchanges?
Returns and exchanges are not available on commission orders.
Wrong or Damaged Product
Please send us an email at info@nat20crafts.com to report the problem. In the title of the email please include your order number and attach a clear, well-lit picture of the item. Additionally, please send a picture of the packaging as it arrived.