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Shipping & Delivery
Q: Which delivery options are free?
A: Everything your order from our webshop is delivered for free. This goes for both products ordered from Nacatin and products ordered from an external seller on the Nacatin.com webshop.
Q: Is it possible to have my parcel delivered at a parcel shop?
A: It is unfortunately not possible to have your parcel delivered at a parcel shop/pickup point.
Q: Is there a faster way to get my delivery?
A: Unfortunately, we don’t offer express shipping or any other method of faster shipment.
Q: Can I schedule my delivery?
A: No, unfortunately, we’re not working with scheduled delivery.
Q: Do you deliver to PO box addresses?
A: No, unfortunately, we don’t deliver to PO boxes. We can deliver to your permanent residential address or your place of employment. Our CS Back Office Team will contact you to request a new delivery address. If no address is provided, the order will be canceled.
Q: Do you ship to islands or remote parts of the country?
A: We ship to islands or remote parts of a country, but not all of them.
We don’t deliver to Guernsey, Outer Hebrides, Isle of Man, Jersey, Kirkwall, Shetland Islands and Scottish Highlands.
Note: we don’t ship to the mentioned locations. Additional payment to ship to these locations is not possible.
Q: Has my order been shipped?
A: You’ll receive an email with a Track and Trace link as soon as the item is ready for dispatch.
Q: How can I track my order?
A: As soon as we start processing your order, you’ll receive an email with a Track & Trace link. With this link you can track the status of your order in real-time in the Nacatin tracking portal.
Haven’t received the email? Please check if the e-mail is in your spam folder.
Q: What are the different shipment statuses of my order?
A: You can see your shipment status in the email. In this email a tracking status included, the 'track your order' link redirects you to the status of your order.
Then you should be able to get in contact with the carrier via a link in the email, to request the tracking status.
Q: When do I get my track & trace code?
A: You’ll receive an automatically generated email including a Track and Trace link as soon as we start processing your order.
The Track and Trace link will enable you to track the status of your order in real-time in the Nacatin tracking portal. If you haven’t received your Track and Trace link yet, please check the spam folder.
Q: Why does my order arrive in different deliveries?
A: We’d like to send your order to you as soon as possible. Sometimes this can mean that an order is shipped in multiple parcels.
In the tracking portal, you can check the status of your order and the multiple parcels. You can find the information about the tracking portal in your email. Your tracking portal is updated within 72 hours.
Q: My item has arrived damaged.
A: We’re very sorry to hear your item is damaged. You can get in contact with our Customer Service team. They can help you with your request. If you're able to share the detailed pictures as well, we can help you as fast as possible.
Q: I am missing parts of my product.
A: We’re so sorry to hear you missing parts of your product, and we’d like to help you. Please contact our customer service to solve your issue.
In very rare cases, we can’t deliver a product and need to cancel an order.
The most common reasons are:
The item is out of stock
Our seller could not confirm your order
Address information is unclear or incorrect
Q: Why doesn’t my tracking number work?
A: We’re sorry to hear that your tracking number doesn’t work. You can check the tracking portal for the most recent information. You can find the information about the tracking portal in your email.
Your track and trace code will be activated within 72 hours. When you order multiple items within one order, it is possible for the delivery dates to differ.
The same goes for products that are shipped in multiple parcels; you will receive one tracking number per parcel. You can find the most accurate information in your order and shipment confirmation email, the tracking status is included in this email.
If after 72 hours your tracking number is still not activated, please contact us.
Q: I haven’t received my complete order
A: We’re so sorry to hear that you didn’t receive a complete order. We aim to send the orders as soon as possible. Sometimes this means that your parcel will arrive in separate parts
You can track the delivery of the various packages in the tracking portal. The information about the delivery appears within 72 hours. You can find the information about the tracking portal in your email.
If no information appears in your tracking portal within 72 hours, please contact us via firstname.lastname@example.org.
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