Find answers to the most common questions about Nattou products, orders, shipping and returns.
If you cannot find the answer you are looking for, please contact us at info@nattou.eu.
Orders & Delivery
How long does delivery take?
Most orders are delivered within 1–4 working days, depending on the delivery country.
Once your order has been shipped, you will receive an email with a Track & Trace link so you can follow the delivery.
How does shipping work?
After placing your order, you will receive an order confirmation email.
Orders placed before 12:00 are usually shipped the same working day (except weekends and public holidays). Once the parcel has been dispatched, you will receive a shipping confirmation with tracking information.
What are the shipping costs?
Shipping costs depend on the delivery country and are calculated during checkout. The exact amount will always be shown before you complete your order.
We offer free shipping from a certain order value in several countries:
- Belgium — free shipping from €49 (otherwise €4.99)
- Netherlands, Germany, France, Luxembourg — free shipping from €59 (otherwise €7.99)
- Austria, Spain, Italy, Portugal — free shipping from €79 (otherwise €11.99)
For other European destinations, shipping costs start from €19.99
If your country is not listed or you have questions about delivery to your location, please contact info@nattou.eu.
Can I change or cancel my order after placing it?
Yes, but only if the order has not yet been shipped.
Please contact info@nattou.eu as soon as possible. Once the parcel has been dispatched, changes or cancellations are no longer possible.
Which courier delivers my order?
Orders from the Nattou webshop are delivered by DPD.
You will receive delivery updates via email, including tracking information once the parcel has been shipped.
What happens if I am not home during delivery?
If you are not home when the courier arrives, the delivery service may:
- schedule another delivery attempt
- deliver the parcel to a neighbour
- deliver the parcel to a pickup point
You can follow the delivery via the Track & Trace link.
What should I do if my order is damaged or incomplete?
Please contact info@nattou.eu and include:
- your name
- your order number
- a description of the issue
- photos of the parcel or product if damaged
This helps us resolve the issue quickly.
Can I pick up my order?
No. Orders from the Nattou webshop can currently only be delivered to a residential address.
Returns & Refunds
What is your return policy?
You can return eligible items within 30 days after purchase.
Items must be unused and returned in the same condition as received.
How do I return an item?
Returns must be arranged and shipped by the customer.
If you purchased your item through the Nattou webshop, please follow these steps:
- Download our return form here: Nattou Return Form.
You will find a handy step-by-step plan so that you can return your order quickly and easily. - Complete the form and include it in your parcel
- Send the parcel to the address below.
Return address
Jollymex NV
Lindestraat 18
9240 Zele
Belgium
If you purchased the product from another retailer, please contact the retailer directly regarding their return procedure.
Which items cannot be returned?
Certain items cannot be returned for hygiene or personalisation reasons, including:
- baby toothbrushes
- personalised products
- gift vouchers
When will I receive my refund?
Once your return has been processed, the refund will be issued to your original payment method.
In most cases the amount appears in your account within 3–5 working days, depending on your bank.
Refunds can take a few days to appear depending on your bank.
If you still have not received your refund, please contact info@nattou.eu.
Who pays the return shipping costs?
Return shipping costs are the responsibility of the customer and are not refundable.
Products & Safety
Are Nattou products safe for babies?
Yes. All Nattou products are developed according to strict European safety standards and are tested extensively. Products carry the required CE marking where applicable.
Where can I find washing instructions for my product?
You can find washing instructions:
- on the care label attached to the product
- on the product page on our website
You can search for the product by name, collection or reference number.
Who should I contact if I have a product complaint?
If you purchased the product through a retailer, please contact the retailer directly first.
If you purchased the product through the Nattou webshop, please contact info@nattou.eu.
Still need help?
Please contact us at info@nattou.eu and we will be happy to help.