Shipping policy

At Natage, we are committed to ensuring a smooth and reliable delivery experience for our customers. Please review our delivery policy to understand how we handle the shipping of our products, including important information about customs and duties for international orders.


1. Delivery for Made-to-Order Items

Dispatch Timeframe:

  • Made-to-order items are crafted specifically for you once your order is placed. The expected delivery timeframe for these items is stated on the product page.
  • Typical Lead Time: 5-7 weeks, depending on the complexity of the item and your location.
  • Potential Delays: While we strive to meet the stated delivery timeframes, unforeseen circumstances may occasionally cause delays. If there is a delay, we will notify you via email, and our customer service team will be available to assist with any questions.

Shipping Confirmation:

  • Once your made-to-order item is ready to ship, you will receive a dispatch confirmation email. This will include tracking information so you can monitor the progress of your delivery.
  • Our delivery partners will contact you directly with further details regarding the delivery schedule and any additional information needed to complete the delivery.

2. Delivery for Stocked Items

Dispatch Timeframe:

  • Stocked items are typically dispatched within 2-5 business days of placing your order, subject to availability.
  • Delivery Times: Depending on your location, delivery may take an additional 3-10 business days. You will be provided with tracking information once your order has been dispatched.

Shipping Confirmation:

  • You will receive a dispatch confirmation email with tracking details as soon as your stocked item is on its way. This allows you to follow your order's progress and anticipate its arrival.

3. Delivery Options

Standard Delivery:

  • Our standard delivery service is included in the price of your order and is available for most regions. This service is reliable and ensures that your items arrive in good condition.

Expedited Delivery:

  • For customers who require their orders more quickly, we offer an expedited airfreight option for an additional fee. This service can significantly reduce the delivery timeframe. Please contact our customer service team for details and to arrange expedited delivery.

International Delivery and Customs:

  • UK Deliveries: No additional customs duties or taxes will apply to orders delivered within the UK.
  • EU Deliveries: We ship all EU orders on a Delivered Duty Paid (DDP) basis, meaning all import duties and taxes are included in the purchase price. You won’t need to pay any additional fees on delivery.
  • USA & Canada Deliveries: We ship all USA and Canada orders on a Delivered Duty Paid (DDP) basis, meaning all import duties and taxes are included in the purchase price. You won’t need to pay any additional fees on delivery.
  • International Deliveries (Outside the UK, EU, USA and Canada): We ship all international orders outside of the UK, EU, USA and Canada on a Delivered At Place (DAP) basis. This means your order may be subject to charges or fees imposed by your local customs authority. Payment of these will be necessary to release your items from customs on arrival. We have no control over these charges and cannot predict their amount or offer a refund for them.

Customs and Duties:

  • Important Notice for International Customers: Your order may be subject to import duties and taxes, which are levied once the shipment reaches your country. These charges must be paid by the recipient of the parcel. We recommend contacting your local customs office for details on how these charges are assessed and applied to your delivery.
  • Business Customers: If you are a business customer and need further tax-relevant information for your order, please don't hesitate to contact us.

4. Handling and Packaging

Careful Handling:

  • All items are carefully handled and packed to ensure they arrive in perfect condition. For large or fragile items, special packaging materials are used to protect your order during transit.

Assembly:

  • Most of our furniture is delivered fully assembled. However, for larger items, some minor assembly may be required after delivery. Instructions and necessary tools will be provided if assembly is required.

5. Delivery Access

Property Access:

  • Please ensure that the delivery address provided has adequate access for the delivery of large or heavy items. This includes ensuring that doorways, staircases, and hallways are sufficiently wide to accommodate the product.
  • If you have any concerns about access, please contact our customer service team prior to delivery to discuss potential solutions.

6. Failed Deliveries and Redelivery

Missed Deliveries:

  • If you miss the delivery, our delivery partner will attempt to contact you to rearrange the delivery. Please ensure you are available to receive the delivery on the scheduled date to avoid additional charges.

Redelivery Charges:

  • In the event that redelivery is required due to a missed appointment, inadequate access or refusal of delivery, additional charges may apply. These charges will cover the cost of storing and re-delivering your order.

7. Contact Us

If you have any questions regarding our delivery policy, or need assistance with your delivery, please contact our customer service team at [contact information]. We are here to ensure your Natage experience is as smooth and enjoyable as possible.