Order Processing
Once your order is placed, please allow up to 5 business days for processing before shipment.
After your package has been shipped, you will automatically receive an email containing your DHL tracking number.
Shipping & Delivery
Delivery timelines are determined by DHL and may vary depending on the destination country.
Please note that customs fees, import taxes, or duties may apply depending on your country’s regulations. These charges are the customer’s responsibility.
Damaged or Defective Items
We take great care in preparing your order. However, if your products arrive damaged during transit, you must notify us within 24–48 hours of receiving the package.
To submit a claim, please email us at contact@onaturellsn.com with:
- Your full name and order number
- Clear photos of the damaged items
- Photos of the packaging (including the shipping box)
Once received, we will assess your case. If approved, we will either issue a full refund or reship the products at no additional cost.
Returns & Exchanges
All sales are final. We do not accept returns or exchanges.
Please double-check your order before completing your purchase.
Incorrect Address
If an incorrect address is entered at checkout and the order has already shipped, we cannot modify the delivery information. Any reshipment costs will be the customer’s responsibility.
