Before You Dispute

Email us first. A person reads every message, can pull up your order, and can usually sort the problem out in one reply. Most emails are answered within 12 hours, seven days a week.

Start with the reason you are here

You want a refund. You have 30 days from delivery to start a return. Send us your order number and tell us what is going back. Items need to be unused and in the same condition they reached you in, with the tags still attached and in their original packaging. A few things cannot be returned: custom or personalised orders, perishable goods, personal care and beauty products, hygiene items unless still sealed, hazardous materials, sale items and gift cards. Please wait to hear from us before posting anything, because we approve the return first and then send you the correct address and step by step instructions. We never charge a restocking fee. Return postage is on us when the item is faulty, damaged or not what you ordered; on a change of mind it is yours.
You want to cancel an order. Orders can be cancelled within 1 hour of being placed, so email us as soon as you can. After that we prepare orders within 1 to 2 business days, so write to us anyway: we will tell you exactly where yours is and stop it if it has not been dispatched yet. Once it has shipped, it is handled as a return.
The wrong item arrived, or it is damaged. Email us the order number and a photo or two within 48 hours of delivery. We do not make you argue the case, and you do not pay return postage on an item that is faulty, damaged or not what you ordered. Depending on what happened we arrange a free replacement or a refund.
Something is missing from the parcel. Tell us within 7 days of the delivery date and we will send the missing item or refund it. Orders sometimes travel in more than one box, so check your tracking email before you write, and write anyway if you are unsure.
Your order has not arrived yet. Every order has tracking, and most arrive within roughly 5 to 8 business days from the day you order: 1 to 2 business days to prepare, then 4 to 6 business days in transit with DHL, FedEx or UPS. A quiet day or two between carrier scans is normal. If the tracking has not moved in five business days, send us the order number and we will chase the carrier. Every order is insured in transit, so if a parcel genuinely cannot be located we refund it in full or send a replacement.
You do not recognise the charge. Read the next section first, it usually settles it in a few seconds.

The charge on your statement

Orders placed with us are billed as NATALIETATUM. Your bank may wrap its own prefix, location code or reference around it, so look for that word rather than an exact match. The store is operated by Primecore LLC. You are charged once, for the order you placed, and nothing is billed to you on any kind of schedule. If the amount matches an order placed here, it is us. If it does not, tell us the amount and the date and we will check our records and write back either way.

What to send us

Your order number. It is in your order confirmation email. Quoting it saves us both an email.
The name and email address used at checkout.
The amount charged and the date it appeared on your statement.
For a damaged or wrong item, a photo of what arrived.
What you would like us to do: refund, cancel, replace, or simply explain the charge.

With those details we can pull up the order on the first reply instead of the third.

What happens after you email

A person reads your message, usually within 12 hours, seven days a week.
We tell you plainly what we found: where the parcel is, what was charged, and what we can do about it.
If a refund is agreed, it goes back to your original payment method, typically within 10 business days of approval. Your bank may take a few days more to post it. If more than 15 business days have passed since your refund was approved and you still cannot see it, email us and we will trace it.

How to reach us

Email: support@natalietatum.com
Phone: +1 (319) 422-4556
Hours: Monday to Sunday, 8 AM to 5 PM (MT)
Reply time: Most emails answered within 12 hours
Company: Primecore LLC
Address: 23400 Kingsland Blvd Apt 10108, Katy, TX 77494-7486, United States

Our contact page carries the same details, and the shipping policy and refund policy set out delivery times and returns in full.

You can still raise a dispute with your bank, and we will not treat that as a problem. Nothing on this page limits the statutory rights you have where you live. It is simply the slower road: a bank dispute can take weeks, while an email to us is usually answered within 12 hours. Email us first and we will put it right.