Contact

We are always glad to hear from you. Whether you are deciding between two products, checking where an order has got to, or telling us something went wrong, every message is read and answered by someone on the Natalietatum team.

Email support@natalietatum.com. That is the fastest way to reach us and the best place for anything to do with an order.

Prefer to talk? Call +1 (319) 422-4556 during our opening hours.

When we are open

Monday to Sunday: 8 AM (MT) - 5 PM (MT). Yes, weekends included.

Average response time is within 12 hours. If you write outside those hours, your message is waiting for us when we open and we work through them in the order they arrived.

What to include

If your question is about an order, send us the order number and the email address you used at checkout. It saves a round trip: we can open your order straight away instead of writing back to ask. Your order number is in your confirmation email.

If something arrived damaged, faulty or is not the product you ordered, send us photos within 48 hours of delivery. That is the window set out in our Refund Policy, and a clear picture usually lets us settle it in one reply rather than three. Depending on what the photos show we arrange a free replacement or a refund.

Where your order is

Orders are processed in 1 to 2 business days, and transit takes a further 4 to 6 business days, so roughly 5 to 8 business days in total. We ship to the United States and the United Kingdom, shipping is free on every order, and every parcel is insured while it is in transit.

You will get a tracking number by email as soon as the parcel is handed to DHL, FedEx or UPS, which usually means the second business day. If no dispatch email has arrived by the end of the second business day, check your spam folder first — that is where these often land — then write to us and we will resend it.

Carriers sometimes scan a parcel only once it reaches the depot, so a quiet day or two on the tracking page is normal. If nothing has moved after five business days, tell us and we will chase the carrier for you. Full details are in our Shipping Policy.

If something is missing from a delivery that has arrived, contact us within 7 days of receiving the package and we will send the missing item or refund it.

Changed your mind straight away?

You can stop an order within 1 hour of placing it — email us with your order number and we will pull it before it is packed. After that, or once it has shipped, use the standard return process below when the parcel reaches you.

Returns and refunds

You have 30 days from delivery to start a return. Items need to be unused and in the same condition they reached you in, in their original packaging with tags still attached, and we need your order number or other proof of purchase. Email us first: we review the request and send you the return address and step-by-step instructions. Please do not ship anything back before it is approved, as parcels sent without approval cannot be accepted.

If the item was faulty, damaged or not what you ordered, we cover the return shipping. If you simply changed your mind or the item did not suit, return shipping is yours to pay. We never charge a restocking fee.

Once your return reaches us we inspect it and email you to confirm the outcome. Approved refunds go back to your original payment method, normally within 10 business days of approval, though your bank may take a little longer to post it. The full terms are in our Refund Policy.

Recognising us on your statement

Charges from us appear as NATALIETATUM. If a charge looks unfamiliar, email us before you contact your bank. We can trace it back to the order and put right whatever is wrong. Opening a dispute freezes the payment while your bank investigates, which takes considerably longer than simply asking us.

The company

Natalietatum is operated by Primecore LLC.

23400 Kingsland Blvd Apt 10108
Katy, TX 77494-7486
United States

Please do not send returns to this address without emailing us first — returns go to a separate address that we confirm once your return is approved.