Frequently Asked Questions
May I purchase on account?
Yes, but after at least three executed shipments.
May I order on cash on delivery.
No, unfortunately we cannot except cash on delivery payments as our main shipper (Hermes) does not provide this service.
Can you debit to my account?
No, we cannot. If you pay by PayPal they will debit it to your bank account.
May I pay by credit card?
No, unfortunatrly this is not possible.
Can you ship to a an address which is different from the billing address?
Yes, you should specify both addresses in the order process.
How large are the swatches?
Approximately 3x4 cm (like a postage stamp).
Can I receive larger swatches?
Unfortunately we cannot provide larger swatches free of charge.
I cannot get through to you by phone.
Our mobile phone provider is switching-on the mail box after the second ring. Sometimes we are not fast enough to answer your call directly.
We are happy to call you back if you leave a message (including your phone number).
I need environmentally safe fabrics (e.g. with a Flo-Skal certificate), can you provide them?
Unfortunately we cannot provide such fabrics due to the high costs of such an analysis. A corresponding certificate would double the prices of our products.
I do not like the shipped fabrics, what can I do?
You can execute your right of return within 14 days, unless the fabrics were not washed or cut. Please send us an e-mail for information to receive information about the return of the shipment.
Do you have a shopping store?
No, not up to now.
May I pick up ordered goods in Marburg or Witten?
Yes, visits at our dispatch warehouses only by appointment.
May I order by email, letter, fax or phone?
No, only orders via the online-shop through www.naturtuche.de are possible.
I have ordered and need your bank account. Where do I find it?
Our bank account will be sent in an email confirming as well the availability of the merchandise.
Why may I not order fabrics in half meter sizes?
Due to the product size management of our shop no fractions of the given measuring unit meter can be handled.
Using the measuring unit centimeter would lead to large numbers which would be inconvenient and confusing.
Is the shipment of the merchandise covered by insurance?
Yes, the delivery by the carrier Hermes is covered up to 500€ or higher depending on the merchandise value.
How long does a delivery take?
The delivery time varies depending on three factors:
Your speed of payment, our handling time and the shipping time.
You can control the speed of payment by a PayPal registration. With a valid PayPal acount the money tranfer is done in seconds.
Domestic bank transfers take normally 2 to 3 working days, sometimes a whole week.
Foreign bank transfers take at least one week, sometimes up to three weeks.
Our handling time takes normally 12 – 48 hours. If merchandise is not on stock we will inform you via email on the approximate delivery date.
The shipping time (inside of Germany) takes normally 3 – 6 working days.
On request we provide you with the tracking number from our carrier (Hermes) and you can check under http://www.hlg.de the progression of your order.
I have a web site and would like to link to your page, may I do that?
We would appreciate that. You may find a banner from us at http://bilder.naturtuche.de/naturtuche_banner_468_60.jpg
Do you have fixed prices?
Quantity-depending discounts are given for at least 300m of fabrics. For quantities larger than 300 m we can make you a special offer which is more favourable than our regular shop prices.
Recently you had a special offer, I do not find that now in the shop.
Special offers are posted in the shop under http://www.naturtuche.de/specials.php?language=en. Please do not wait with your order, they change frequently.
What can I do when the webshop indicates that a special product is out of stock?
Please order anyway but do not select PayPal but cash advanced payment. We will then check our inventory and will inform you about the remaining quantity.
I have been searching a special fabric and do not find it in your web-shop. Could you get that for me?
Please send us an email and let us know about it. We may extend the range of our products if it is in line of our assortment.
I have placed an order but I have not received a confirmation.
Please check if your registered email address is correct, make sure that your spam filter allows our emails to pass. If you cannot locate the error, please call us and leave your message on our answerphone.
Please help me, I cannot register at your shop as a new customer. I always receive an error message saying: “The e-mail address you entered already exists in our database - please check it”.
Probably you have been already registered at the online shop. Please ask for a new password under http://www.naturtuche.de/password_double_opt.php?language=en.
Why do I have to enter my address and my date of birth?
We need your date of birth for a verification of your contract capability.
Your address and your date of birth help us to distinguish you from other customers with the same name.
If you have forgotten your email address or your pass word we can give you your email address and reset the password. For your own security we will ask you for your date of birth.
Are my personal data secure against unauthorized access?
Yes, definitely, see under: http://www.naturtuche.de/shop_content.php?language=en&coID=2
I have sent you a message via the contact form of the shop. Why didn´t I receive an answer?
Please make sure that you have provided a correct email address and that your mailbox is not full.
Can you deliver textile dyes.
Unfortunately not.
Can I get a discount, when I buy your products on a market?
Unfortunately not. Our discounts can be provided only for orders processed via the online shop.
Do I have to wash the fabrics before processing?
Yes, absolutely. The corresponding washing advices and the percentage of shrinking of the textile is provided in the description of the corresponding article.
Coloured fabrics should be washed separately.
I have a registered trade in the textile sector and ask for a discount.
We will be happy to grant you the 6% trade discount. To be eligible for the trade discount we need (before you place an order) a proof of your business (for example a copy of your business license) by email or fax. The trade discount as well as the group discount (for non-profit associations, public schools and state museums after submission of evidence) can be combined only with the discount for advance payment. The trade discount can be granted only via the online shop. Trade and group discounts have to be applied for. Please send us the appropiate certificate. For an eligible group (business, incorporated society, school or museum) only one authorized account is qualified for the discount.
Are special offers twice-discounted?
Yes, special offers in the online shop are qualified as well as for the 3% discount for advance payment, but there are no additional discounts for special offers.
I have some additional questions which have not been answered here. What can I do?
We will be available to answer all of your questions via email.
