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FAQ

Personal information security We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. For further information on how we protect your privacy and security please see our Privacy Policy.
Problems signing into my account / forgotten password If you're having difficulties accessing your account, firstly we recommend you double check that the email address and password are correctly typed. If you cannot remember your sign in details, please click on the 'forgotten password' link where you will need to enter your email address. We will then send you a link so that you can create a new password and carry on shopping. For security reasons we recommend you re-set your password one you have logged in.
If you are still having issues logging in after you have reset your password, then please contact our Customer Services team.
How do I update my personal details? You can change any of your personal details through the My Account area. Enter your username and password when prompted and you will be presented with a details section - you will be able to alter all details from there.
When do I have to log in? You will need to log in when submitting payment or personal details. This ensures your online shopping is safe and secure.
How do I subscribe/unsubscribe to the newsletter? If you need to subscribe/unsubscribe to the newsletter, you can do so in the My Account section of our website. All you need is to log in to ‘My Account’ details section, find ‘subscribe/unsubscribe to newsletter’ button, choose option Yes or No, click continue.
Our newsletter will keep you up to date with new arrivals, promotions, special offers and sale dates.
How do I Contact Nataly.fashion? The answers to our commonly asked questions can be found in our FAQs. However if you can’t find the answer you are looking for, our Customer Services team is available to help.
We would prefer you to email us with any queries regarding your order, we endeavour to respond within 3 working days, for all other queries we endeavour to respond within 5 working days and this can be longer within the sale period (please note this does not include weekends or bank holiday’s).
You can contact Customer Services using the online form here. Or EMAIL US Customer Services: info@nataly.fashion If you require more urgent assistance, wish to place an order or speak to a customer service advisor directly please: TXT under construction ツ

Secure shopping and online shopping safety We realise how important it is to store any information that you provide securely so accordingly we use the very latest security systems to encrypt your payment details.
Do I need an account to place an Order? For security reasons you will need to register with us by setting up an account
How do I place an order? Placing an order on our website is easy. Once you have found the item you'd like choose your preferred colour and size – then “add to cart” – your item will then be added to your shopping cart. You can find your shopping cart at the top right on the page. Once you have finished shopping, just click on "view cart" to checkout. Checkout is where you pay – payment details are taken on a secure part of our website. You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer, you will need to take a few moments to create an account – a quick and easy process to do.
How do I know my order has been submitted successfully? You will receive a confirmation email detailing items purchased and total amount spent. If for any reason you do not receive an email, check your junk folder to make sure it isn't there before calling us on +44(0)7577984996 if necessary.
Can I place my order over the phone with the Customer Service Team? Yes, please call us on +44 (0)7577984996 and our Customer Service team will be happy to help. The Customer Service Team are available on Monday - Friday 10.00am - 17:00pm GMT and they will be happy to process your order for you.
I’m unable to place my order? We're really sorry you're encountering problems paying on our website. Please ensure:
  • The billing address matches the address that your card is registered to (what is visible on your bank statements).
  • Card number is entered without any spaces or punctuation marks.
  • Please make sure the delivery address matches the country of the website you are on, you can check this by clicking the language flag in the top right corner.
If there is no option to make the payment for a particular item, then it is likely that the product has become unavailable.
If you continue to experience issues placing an order, please contact our Customer Services team.
To enable us to investigate your enquiry as fast and efficiently as possible, please state the country you are ordering from, the device and web browser you are using and the area of the website you are experiencing the issue.
This can happen if the details you have entered on payment do not match exactly what your card provider has on file, i.e. the billing address selected isn't where your card is registered to, or the 3 digit security number from the reverse of the card is entered incorrectly. If the order attempt has been unsuccessful, the funds will be held in a reserved state with your bank/card company for 5 working days and will then automatically revert to your account after this time.
Who do I contact if I have a problem with my order? We stand behind our product and our customer service commitment. Therefore, if you have any questions regarding your order or require assistance, please contact our customer services team via:
  • Our customer contact form
  • E-mailing info@nataly.fashion
  • Calling +44 (0)7577984996
  • Please note our opening hours are Monday - Friday 10:00am - 17:00pm GMT
Can I cancel or amend my order? If you would like to cancel or amend your order before we have dispatched it from our distribution centre then please contact us as soon as possible by email at info@nataly.fashion. If your order has already left our distribution centre then unfortunately it is not possible to cancel it at this stage. Instead once your order has arrived simply follow the returns instructions and when we have received your goods you will be issued with a refund. For more information please see our Returns & Refunds page.
What happens if an item(s) is found to be out of stock after my order has been placed? All orders are dispatched as a single delivery so if an item is missing from your order then unfortunately it means it is not available in our warehouse. You will only be charged for items that are dispatched. If your order is for a single item, then you will not be charged for the item or the delivery. We aim to contact you as soon as possible to let you know that your order has experienced a shortage.
----If an item is sold out, is there a way I can still get the item?---- While we cannot guarantee that all items will come back into stock, we'll try our best to locate it for you in your size. Please contact customer service here whilst letting us know of the product name or number, colour, size and your location.

You can also select the 'Pre-order' option on your size on the product page, and we'll let you know right away when it becomes available to purchase again.
What if I receive an incorrect item? Please contact us at info@nataly.fashion stating your order reference number, item received and details of what you should have received and whether you require a refund or replacement. We will then advise on how to proceed with the return.
How do I search for a product? You can use the "Search" button if you know the product name or category. Otherwise, you can use the menus to help navigate through to the type of product you require. When you have found what you want, simply click 'add to bag', carry on shopping or go to the checkout to organise your payment and delivery.

If you have any particular questions regarding finding specific product or requesting where something will be restocked, please contact our customer services team.
How do I know which size to choose? We want to make sure you have a perfect fit, so browse our size guides for more information on the fit of our clothes. If you need further information, please call us on +44(0)7577984996.
---Am I charged for the items as soon as I order them?--- No, you will not be charged until the goods have been dispatched from our warehouse.
---What payment methods do you accept?--- We are happy to accept payment using the following eligible debit/credit cards:
  • American Express
  • Maestro
  • Mastercard
  • Visa
  • Visa Debit
  • Visa Electron
  • PayPal
We use a secure encrypted connection when dealing with your payment details to ensure its safe to use your card over the Internet. All payments are taken from the card on despatch of your goods.
---I haven't received a confirmation email but the funds are missing from my account.--- This can happen if the details you have entered on payment do not match exactly what your card provider has on file, i.e. the billing address selected isn't where your card is registered to, or the 3 digit security number from the reverse of the card is entered incorrectly. If the order attempt has been unsuccessful, the funds will be held in a reserved state with your bank/card company for 5 working days and will then automatically revert to your account after this time.
What is the Card Verification Value (CVV)? The CVV is a 3 or 4 digit number embossed or imprinted on the signature panel on the back of Visa and MasterCard cards and on the front of American Express cards. This code is used to validate your purchase and as an extra security measure to ensure that you have access and/or physical possession of the credit card itself. Your order cannot be fully processed without a valid Security Code. Once your order has been processed, your Security Code will not be held on file.

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