How may we help you?

I currently pack and ship orders twice per week, on Tuesdays and Thursdays (excluding public holidays).

Domestic (UK)

All domestic orders are shipped via Royal Mail First Class. At checkout, you have the option to upgrade to Royal Mail First Class Signed For (Signature upon delivery). Delivery time for domestic orders via Royal Mail First Class is usually 1-3 days, as described on the Royal Mail website, although please allow up to 5 working days as Royal Mail can experience delays.

If you miss your Royal Mail delivery, you will be left a calling card which will allow you to either rearrange delivery or collect the item from your local Royal Mail sorting office. In some cases, your delivery may be left with your neighbour.

INTERNATIONAL (Rest of the World excluding EU):

All international orders are shipped via Airmail (Standard), which does NOT come with tracking. This is the most cost-effective shipping option for our international customers.

You also have the option of upgrading to Airmail Tracked** shipping services at checkout.

**Please note that Royal Mail Tracking services are subject to the destination country. Not all countries offer tracked services, and your tracking information may not update once your package leaves the UK. Please follow this link to view tracking coverage information on the Royal Mail website: https://www.royalmail.com/personal/international-delivery/international-tracked-signed/coverage (If your country is not listed as one that offers tracked services, it may just be more cost effective to choose Airmail Standard!).

Delivery time for international orders can vary between 14-28 days, sometimes even longer depending on the carrier and destination country.

If you have any questions or concerns about shipping, please do not hesitate to to email me at hello@natellequek.store

I will personally pack your items with care. Fine art prints and other paper goods that need to be shipped flat** will be shipped with stiff board backings to reduce likelihood of bending when in transit to you.

**Larger prints (A3, and/or 16x8" panoramic) are shipped rolled in a mailer tube. This is the most cost-effective mailing solution for these large products. If your order contains additional items that cannot be rolled (e.g. greeting cards), I will ship the entire order flat with stiff cardboard.

Recycling and reusing is important to us, so the mailer that your order arrives in may not look as "pretty" (i.e. it may be a recycled cardboard mailer), but it means that the mailer has been given a second life from us to you! We also strongly encourage you to save the mailer if you can, and reuse it on a later date (shipping gifts to a friend or family, or use it for a fun crafting project!). If you cannot envision a need for the mailer or stiff boards that come with your print, these are fully recyclable! Just pop them in your paper/cardboard recycling bin.

EU-BASED CUSTOMERS:

As of January 2025, due to the recently updated General Product Safety Regulations (GPSR) I am unable to ship to any countries in the EU or EEA and Northern Ireland until further notice. Please note that GPSR also applies to digital download products, even if they are free. I'm working towards a solution to hopefully lift this shipping hiatus to my EU customers in the future! 

INTERNATIONAL (Rest of the World excluding EU):

All international orders are shipped via Airmail (Standard), which does NOT come with tracking. This is the most cost-effective shipping option for our international customers. There is definitely an option to upgrade to international shipping with tracking, but please note that full tracking services are not always available in all countries, so while we can track your package within the UK, once it leaves the UK, tracking capabilities will be dependent on the destination country and the services it provides.

Tax and duty fees (VAT, also known as GST) may be applied to your parcel upon entering its destination country, as many countries impose VAT/GST on imported merchandise items. Generally, the amount is a percentage that is based on the overall value of your order (including shipping costs).

A handling fee may also be added to the overall total charged. Unlike your local shop or supermarket, we are unable to automatically include VAT/GST into the prices of our items, as the percentage of taxes vary between countries. Additionally, we are unable to collect these taxes and pay the corresponding Tax Revenue departments of each country. Therefore, the customer is responsible for these fees, so please bear this in mind and make sure that you are aware of your country's import guidelines before ordering.

Should you decide against paying any fees imposed on the parcel prior to it being released to you, you may reject the parcel, and it will be returned to us and we will be happy to provide a refund of the costs of the items (sans shipping costs) once we receive the parcel back in our hands.

This applies only when First Class Signed For (Domestic, UK), or Airmail Tracked (International) were chosen as the shipping option. If you chose First Class Standard or Airmail Standard as your shipping option, these Royal Mail services do not come with tracking information. If you are concerned about the status of your order, please do not hesitate to email me at hello@natellequek.store

If you have chosen a shipping option with Tracking and Signature services: Shipment tracking can be tricky as sometimes the postal service can miss-scan, and thus the tracking system will not be updated with real-time information. In most cases, the parcel will be en route to you, but its exact whereabouts has not been updated electronically. If you are concerned about the status of your order, please do not hesitate to email me at hello@natellequek.store

INTERNATIONAL ORDERS PLEASE NOTE: Royal Mail does not offer full-tracking services for Airmail services depending on the destination country, therefore, some international orders can only be tracked while it is within the UK

Once your order enters the destination country, it is up to the local postal service in that location to fulfill the delivery of your order. In most cases, your parcel will be on its way to you, but there just may be a slight delay depending on how busy the postal service is.

If your country accepts Royal Mail electronic delivery confirmation system but tracking doesn't seem to be updated, don't worry, most likely the parcel was not scanned properly and may seem like it is still stuck in a sorting facility, but is actually en route to the destination country. If you are concerned about the status of your order, please do not hesitate to email me at hello@natellequek.store

RETURN POLICY

We currently accept returns, replacements, and refunds for damaged and lost items. For damaged goods, photo and video evidence should be sent in to show the extent of the damage within 14 days of receiving the item.

Refunds or replacements for lost items will only be processed when the estimated delivery of the original item has exceeded the following: 25 business days from date of shipping if within UK, 45 business days from date of shipping for rest of world.

PRIVACY POLICY

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This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.natellequek.store (the “Site”).

PERSONAL INFORMATION WE COLLECTWhen you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

1) Order Information - When you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.

2) Account Information - When you create an NDS shop account with us, your name, billing address, shipping address, and other information such as your birth date, will be collected (your birth date is optional and is part of our NDS Points rewards program). We refer to this information as "Account Information".

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information, Order Information, and Account Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?We use the Order Information that we collect generally to fulfill any orders placed through the Site and our online shipping service, Royal Mail (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:- Communicate with you;- Screen our orders for potential risk or fraud; and- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services. We will not use your information for marketing purposes unless you have chosen to receive marketing.- Provide NDS Point rewards if you hold a shop account

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

If you have opted to receive email notifications from us, your Account information will be used to generate targeted marketing and promotional campaigns.

SHARING YOUR PERSONAL INFORMATIONWe share your Personal Information with third parties to help us use your Personal Information, as described above. For example:1) We use Shopify to power our online store --you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.2) We use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.3) We use Royal Mail online services to ship your order.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISINGAs described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:- Facebook: https://www.facebook.com/settings/?tab=ads- Google: https://www.google.com/settings/ads/anonymous- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACKPlease note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTSIf you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTIONWhen you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGESWe may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

MINORSThe Site is not intended for individuals under the age of 18.

CONTACT USFor more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at hello@natellequek.store