NEED HELP (FAQ)

Find out your answer in a heartbeat with our FAQ section :

YOUR ACCOUNT

1. How to create your Club User Space ?

You just need a webmail address, a password and field our registration form. Then you receive an email to validate your account.
Be careful, your email must be valid to get your notifications for your tracking slip.
By the way, a same email can't be use as login for two Nataquashop user account.

2. How log in if you have lost your password ?

You forget your password ? No problem, click on the link "I forget my password" that you can see on the customer area home page.
Then, you give the email that you use on your user account and our staff will send you a new password with that email address.

3. Can you change your billing and/or delivery address ? 

Of course yes! You just have to go on "Your Account". Then click on "My information" and now you can change your billing address and so the delivery one. Be careful, all new delivery address as to be named (for example : office address, holidays address, etc.). If the field "designation" is not filled, that new address will not be available and will not appear during that step on the basket.
 

YOUR ORDERS

 

1. How to order?

Step 1: You select your item
Step 2: You put it on your basket
Step 3: I confirm my basket by clicking on «Order».

SHIPPING AND DELIVERY

 

1. Which is the difference between a shipping lead times and a delivery deadline ?

The chipping lead times begin at the order validation and is equal to a period of treatment and preparation of your parcel
The delivery deadline begin when we send  your parcel from our warehouse. It is the time required for the service provider to delivery your parcel to the shipping address provided when you order.
 

2. What's the average processing time of your order ?

The shipping lead time depend on the availability of items ordered. From the order confirmation (when the payment is received), the delivery time for items in stock is 24 hours.
The delivery deadline  change, depending on the service provider choose during the ordering. All those deadlines are specified on the page "terms of delivery". You can see it by clicking on the link of the site's home page.

3. What are your order shipping costs ?

The shipping costs depends on the selected service provider and the package weight. It belong to the shipment charges (package etc.) and to the service provider shipping costs.
It is show on the third step of the basket : "shipping".
You can also  find all the information on "terms of delivery". You can also access it by clicking on the link at the bottom of the site's home page.
 

4. Your package was shipped you have not received yet, what can you do ?

Despite daily monitoring of all packages shipped by a Nataquashop after-sales service, sometimes it's happen that a package could not be delivery in optimal conditions.
By ordering in Nataquashop, you systematically benefit of the insurance 100% serenity.
Nataquashop guarantee to all its customers a after-sales service blameless and take care of all the charges caused by damage of items during shipping. Nevertheless, it is required that the customer has reported during package receipt any problems to the carrier.
In this case, you have to inform promptly  our after-sale.
 

RETURN

 

1. Can you return ordered items ?

Nataquashop allows me to have a 14-day withdrawal period from the items' day receipt to  return a product that don't finally match with your expectations.
The items that include a customization (like marking) can't be return.
The item must be return in its original condition. Incomplete product will be returned to you so you must return all initially included accessories (packaging, technical manuals, etc...), in their original box with the return delivery ticket.

2.How can you return ordered items ?

Go to «My Orders» in your account, then select the order where the item come from. Select the item then click on "request a return". You will received by e-mail a return delivery ticket that you have to print and put into the package.

When the after-sales service receive your return, this one is check by a storekeeper to insure the content and also the product's condition. By then you will received an e-mail notification advising you that your return is register by the after-sales service.
You have to return to this address:

Nataquashop / Service retour 
Route d'Aubusson
23140 Jarnages

3. Where can you find your return delivery ticket ?

You just have to connect you to «My Account», and then you select «Credits and Returns». 
After you just have to print it by clicking on "Print my return delivery ticket" on the order concerned and then put it in your package and send it to Nataquashop after-sales service.

4. When a product is return, who supports the return costs ?

The return costs is at your charge, excepted if there was a mistake during the package making.

EXCHANGE

1. How to exchange an item ?

The exchange process is exactly the same as described above. Upon receipt and validation for your return by the after-sales service, you receive an e-mail notification.
A new order is send if the same item in another size is available. If not, you will gate in your client credits the item price plus the  shipment cost. In that way you can re-order the item that you wish without spending anything.
You can, at any time, knows the amount of you client credits in your account.
If you are a club member, a credit of the item only will be credited on your client account so that you can re-order.
If you are a club, if an exchange is ask and the cost is less than 100€, the shipping cost could be charged.

2. Who pays the exchange ?

During an exchange process, the items' reshipment are supported by Nataquashop. You only have to care of the return costs.
 

3. How soon can you get your exchange ?

During an exchange process, Nataquashop have to wait to get your return for resending your desired item.
So, the exchange procedure do not take place immediately and could take 4 to 6 days (according to the chosen delivery services to make the return and reshipment).
If the exchange is urgent, you can make a new order and it will be processed the same day.
 So, you will advance the costs and Nataquashop will pay you back on your bank account as soon as we receive your return package.
 

Credits request on your client account

 

4. how to make a credits request?

You want to cancel my order but want credits to make a new one. Nataquashop will credits you under the following conditions :
- If you return an item which come from an order with several items, the shipping costs won't be credited.
- If you return an all entire order, the items' amount but also the shipping costs will be credited.
Either way, all the return costs will be at your charge.
For orders being shipped outside mainland France or Monaco, you will be credited with the standard shipping cost.

5. How quickly are you credited on your client account ?

As soon as there is a confirmation of your return, the after-sales service credit your account. You receive then an email to inform you.

REPAYEMENT REQUEST

 

1. How to make a repayment request ?

You want to cancel your buying and get repay on your bank account. Nataquashop repay you according to the following conditions :
- If you return an item which come from an order with several items, the shipping costs won't be repay.
- If you return an all entire order, the items' amount but also the shipping costs will be repay.
Either way, all the return costs will be at your charge.
For orders being shipped outside mainland France or Monaco, you will be repay with the standard shipping cost.

2. How quickly are you repay ?

The orders which are paid by credit cards are repaid within 30 days after receiving your package. You get an email informing you of it.
For orders which are paid by bank check , Nataquashop return to you a bank check within 1 to 2 days after receiving your package. You get an email informing you of it.
 

PAYEMENT

 

1. Is the payment secure ?

Nataquashop.com have the Banque Populaire system secure called  «Cyberplus Payement». It uses SSL technology, the most widespread standard security in secure electronic transactions, si you have no doubt to the secure payment by shopping on this website.

2.  What payment methods are available ?

At Nataquashop, you can adjust several payment methods : bank transfer, credit card and bank check.
 
Online credit card

It is the fastest way to complete your order. The payment is fully secure.
Nataquashop.com have the Banque Populaire system secure called  «Cyberplus Payment».
It uses SSL technology, the most widespread standard security in secure electronic transactions, you have no doubt to the secure payment by shopping on this website.  
The merchant will not in any way have access to your bank details. The treatment is immediate.
As soon as your order is passed, your bank account is deducted. This avoid storing your data ( which is otherwise forbidden by the law).
I can deal by CB, VISA or MASTERCARD.
 
Bank transfer

For your orders you can also pay by bank transfer.
Pour toutes mes commandes, je peux également payer par virement bancaire.

Find below the bank's account Id :
Bank name : Banque Populaire Aquitaine Centre Atlantique
Address : BPACA Guéret La Marche
Bank code : 10907
Branch code : 00551
Account number : 54221407535
Key RIB : 81
IBAN : FR76 1090 7005 5154 2214 0753 581
BIC : CCBPFRPPBDX

Please, address to [color=#6e137a]nicolas@nataquashop.com[/color] an e-mail to specify the transfer's date.
 
Bank check

If you prefer paying by bank check, et the end off the transaction, you just have to send a summary of your order with the bank check made out to Nataquashop at the following address :

Nataquashop
Route d'Aubusson
23140 Jarnages
FRANCE

At the bank collection of your check, your order will be shipped.

GIFT VOUCHERS

 

1.What are the different amounts for gift vouchers ?

Amounts gift vouchers range from 10 euros to 300 euros. You can offer gift voucher as much as you want.
Once you have confirmed your order, you get the gift voucher(s) with the activation code.

2. What is the expired date for gift vouchers ?

All the Nataquashop's gift vouchers are available during a year from the buying date.

3. Where can you use your gift voucher  ?

You can activate your gift voucher code only on www.nataquashop.com.
Warning ! Gift vouchers are available only on line ! 

4. What are the shipping costs for your gift vouchers ?

For Nataquashop's gift voucher orders, shipping costs are 100% FREE ! 
 

Loyalty card

 

1. What are the condition to get Loyalty points ?

Each order make on this website allows you to accumulate loyalty points. Each euro spend equal a loyalty point.

2. How to use your loyalty points ?

At each order, you can choose to use your loyalty points and get a reward that match to the points earned.
A chaque commande, je peux choisir d’utiliser mes points fidélité et obtenir le cadeau qui correspond au nombre de points acquis.
 

CUSTOMER SERVICE

 

1. You need an advise, how can you contact your Nataquashop Customer Service ?

- By phone: +33 (05) 55 80 42 51
- By e-mail: nicolas@nataquashop.com