FAQ
Topics
Promotions and Discounts
Explore all the deals, discounts, and offers available at Naturing Monde on our website, newsletter, and social media channels. Be the first to hear about our special limited-time sales and other promotions.
Please note that discount codes and coupons cannot be combined.
It's easy! Just register on our website, and the 7% discount will be automatically applied to your shopping cart on your first order. You don't need to enter a code; the discount will be activated automatically at checkout. If for any reason the discount isn't applied or you have any problems on the website, please contact us at 983-504-498 or WhatsApp at 637-480-844, and we'll be happy to help.
PRODUCTS
You can check item availability on our website. If the item is currently out of stock, an "Out of Stock" icon will appear. This will help you determine if the item is currently available for purchase. If you don't see this icon, the item should be in stock.
Our company offers a minimum 5-year warranty on most of our products to ensure the highest quality and service for our customers. This warranty covers, among others, artificial planters, vertical gardens, and boxwood balls. In the case of artificial turf, all products have a 5-year warranty. However, those with a thickness greater than 20 mm have an extended warranty of up to 7 years. For specific warranty details for each product, we recommend consulting the product data sheet on our website.
PAYMENT AND BILLING
Credit and debit cards: Credit cards are a convenient and secure way to make online purchases. Bank transfer: Once your order is complete, you have 3 business days to complete your bank transfer. It's important to include your order number in your transfer reference. If this period elapses and we haven't received it, we will cancel your order. Klarna: Klarna offers a flexible payment solution that allows you to pay later or in installments. Choose Klarna at checkout and follow the instructions to securely complete your purchase. PayPal: PayPal offers a fast and secure way to pay online. Simply log in to your PayPal account at checkout, and your payment will be processed without sharing your financial details with the seller. Bizum: Bizum allows for quick and easy payments directly from your mobile phone. Select Bizum at checkout and follow the instructions to securely complete your purchase through your bank's mobile app. Google Pay . Apple Pay
DELIVERIES AND ORDERS
If additional charges arise due to the use of elevators, address changes, temporary storage, or if the customer is not present at the agreed delivery time, these costs will be the customer's responsibility. In the event that delivery or assembly cannot be completed on the scheduled date due to access issues not previously reported, the customer's absence at the time of delivery, or assembly difficulties, Naturing Monde may charge shipping costs again. Please note that products such as artificial turf are palletized and delivered to curbside. Naturing Monde is not responsible for packages that cannot be delivered due to space limitations in your home, such as narrow doorways, elevators, or stairs. Additionally, we do not unpack products for delivery. We recommend carefully checking the package dimensions before purchasing. On the product page, you will find packaging details, including the number of packages, dimensions, and weight. By accepting delivery, the customer agrees to be present at the agreed-upon location on the scheduled date and to inspect the order for damage upon receipt.
The delivery date is provided in the details of each product and is confirmed during the final step of your purchase. After confirming your payment, you will receive an email with the estimated delivery dates. Please note that we cannot provide exact dates at this stage due to our reliance on third-party shipping companies. Once your order leaves our warehouse, you will receive another email with a tracking link. This link will allow you to track your order until it is delivered. Deliveries are made Monday through Friday on business days. Available services depend on the delivery method you have selected. You can find detailed information on available delivery options.
If you wish to schedule a later delivery date for your order, you must contact us and specify your preferred day and time. Please ensure the new delivery date is within two months of the purchase date. If your order has already been shipped from our warehouse, you will need to wait for the shipping company to contact you to arrange a new delivery date, if possible.
When your delivery arrives, please check the following: 1. Make sure the packaging is intact. 2. If you notice any damage to your package, please report it on the carrier's delivery note for any subsequent claims. 3. Make sure the products are the ones you ordered and are in good condition. 4. Confirm that the number of packages matches the delivery note. If you need to report any damage or defects, please provide photographic evidence of both the product and the packaging label.
If you haven't received your entire order yet, don't worry, it should arrive in the next few days. Occasionally, the shipping company may split the delivery into separate shipments for logistical reasons.
Here's a full list of the countries we ship to. If your country isn't listed, we regret we cannot deliver there: 1. Mainland Spain, the Canary Islands, and the Balearic Islands 2. Portugal 3. France 4. Italy
The product specifications section for each item will indicate whether assembly is required. If assembly is required, the item will include an instruction manual with step-by-step instructions on how to assemble it.
RETURNS, CLAIMS AND REFUNDS
If you have received a damaged item, if your order is missing parts or components, or if you are not satisfied and wish to return a product, you have 14 calendar days after receiving your order to report any issues. Please follow the instructions below: 1. Log in and go to "My Orders." 2. Select the order you wish to return by clicking "View Order." 3. Click "Return Order or Report a Problem." 4. Fill out the form to process a ticket, selecting "The product was damaged in transit," "Missing parts," "I received something I didn't order," or "The item was not what I expected," depending on the issue. 5. You must attach photographs demonstrating the issue and also show the label on the packaging. Please indicate your desired collection timeframe (if applicable) and add any comments. The more details you provide, the better, as it will help us expedite the process. 6. Our after-sales team will contact you with a solution as soon as possible. Product Collection: Your order must be disassembled and in its original packaging for collection.
When you return an item for a refund, you'll receive the full amount you paid for the product, excluding shipping costs.
You can cancel your entire order as long as it hasn't shipped or, in the case of personalized products, if production hasn't started. If your order has already shipped or production has begun on a personalized product, cancellation is not possible. In this case, you'll need to wait until you receive the order and then initiate a return through your customer account. Note: Personalized products cannot be canceled or returned once production has begun, as these items are made specifically for you. Need more help? If you're unable to cancel your order, would like to cancel only certain items, or have any other questions, please contact us here.
Once we receive the product at our warehouse and verify that everything is in order, we will process the refund* within a maximum of 15 days. The refund will be issued using the same payment method used for the purchase. Please note that this timeframe may vary depending on your payment method or your bank's specific terms and conditions. If you have not received your refund after 15 days, please contact us here. *When returning an item for a refund, you will be refunded the full price of the item. However, shipping costs from the initial shipment are non-refundable.
If your order has not yet left our warehouse, please contact us. If your order has already shipped, you'll need to wait to receive it. Once it arrives, you can process the return through your account on our website and place a new order for the items you want.
At Naturing Monde, we strive to provide a seamless purchasing and returns process for our customers. However, please note that we are not responsible for non-branded products returned in error. We advise you to carefully check your products and the carrier's collection note before initiating a return.
CUSTOMER SERVICE
Contact our customer service team! We're available from 8 a.m. to 4 p.m., Monday through Friday. If you have an inquiry outside of these hours, we'll get back to you as soon as possible. 1. Through the contact form 2. Through our online chat 3. By phone: +34 983504498
If you received a damaged item, if any parts or components are missing from your order, or if you are not satisfied and wish to return an item or product, you have 14 calendar days after receiving your order to inform us of any problems.