Unfortunately, we cannot modify your order once it has been placed. Would you like to change or cancel your order? Please contact us here.

Oops, that can happen. Please contact us as soon as possible via klantenservice@natur-el.nl or call us at 010-7954177.

If your order has not yet been processed or shipped, we can often still change the address. Has your package already been handed over to the carrier? Then, unfortunately, we cannot always change the address.

Therefore, please always check your address carefully before ordering. If a package does not arrive due to an incorrectly entered address, postal code, or house number, we are unfortunately not liable for this. But please do send us a message, and we will of course look into what is still possible.

We will send an order confirmation immediately after your order has been completed. We send this to the email address you provided during the ordering process. If you have not received this confirmation, there are 3 possibilities.

• Your order was not completed/paid for correctly; please place the order again or wait for the payment reminder.
• You entered an incorrect email address, in which case you will logically not receive a confirmation. In this case, it is best to contact our customer service department or call the store. We can then check if we can still update your email address.
• The confirmation has ended up in your SPAM folder. Always check your spam folder before contacting us.

Yes, that is possible. You can pick up your order at our store in Rotterdam.

Choose "pick up in store" when placing your order. Usually, it will be ready within 2 hours during our opening hours! As soon as your order is ready for you, you will receive an email/message from us. Please do not come by immediately after placing your order, as we may still be busy preparing everything for you. During very busy days, it may take a little longer for it to be ready. If you need it quickly, give us a call, and we can usually arrange something.

You can find our store in Rotterdam. Are you in a hurry or are you unsure if your order is ready? Feel free to call us at 010-7954177. During busy periods, such as during a SALE or our sock promotion in November, I recommend being patient. It is often not possible to fish your package out of the massive stream of orders. We do our best to process all orders as quickly as possible.

Very occasionally, an item may no longer be in stock, even if it appeared to be while placing your order. This is of course frustrating, but we will contact you as soon as possible.

We will then look for the best solution together. Perhaps the item will be available again later, we can suggest a great alternative, or we will refund the amount for that item.

In any case, we won't just leave you hanging. If something cannot be delivered, you will hear from us.

If you would like to return something to Natur-el, please do so within 14 days of receiving your package. It is helpful if you let us know in advance by email. You do not need to wait for our reply, unless there is something specific regarding your return. The package should include the return form. You can download, print, and fill it out here. Don't have a printer? No worries, an old envelope, a piece of paper, etc., works just as well. Just make sure that you clearly write down the information requested on the return form. We are unable to process packages without a return form or packages sent to the wrong return address!

PLEASE NOTE! We process our returns 1 to 2 times a week, but always within 14 days. You will receive an (automated) email as soon as your return has been processed.

You may return an item within 14 working days of receipt. Please let us know in advance by email that you are returning an item via klantenservice@natur-el.nl. You do not need to wait for a response before sending the package back.

We can only accept a return if the item is unworn, unwashed, clean, and in saleable condition. This means free from make-up stains, perfume scents, smoke odors, pet hair, or other signs of use.

Returning shoes? Please always return the shoebox inside packaging; do not apply tape or a shipping label directly to the original box. That box is part of the product and must remain in good condition.

Please also ensure you include the return form in your package. Unfortunately, without a return form, we cannot process your return correctly. Items that have been specially ordered for you outside of our existing range cannot be exchanged or returned.

Good point: we tried this for a while, but it proved to be very cumbersome. Items that were no longer in stock at the time of receiving the exchange, an exchanged item that turned out not to be satisfactory after all, the item to be exchanged having a different value, etc. etc.

Therefore, the following applies to exchanges: If you want to exchange an item, simply place a new order. You can return the item(s) you do not wish to keep to us using the return form. As soon as we have received your return, you will receive a refund. This way is faster and more efficient, and you immediately know whether the item you want is in stock.

And what about shipping costs?

We realize that in some cases this means you have to pay for shipping twice. Sending mail is not free, for anyone. We also incur these (high) costs. As a sustainable company, we hope that our customers make conscious choices and, if in doubt about a size or product, simply contact us. That saves us both time and shipping costs, and helps the environment. Will you help?

We cover shipping costs for orders from our Dutch customers starting at a spend of 100 euros. For customers from Germany and Belgium, this free shipping threshold is 150 euros. Would you like us to ship your package to a country other than NL, BE, or DE? Please contact us so that we can inform you of the correct rate.

That depends on whether you are returning your entire order or just a part of it.

Are you returning your full order? We will refund the purchase amount, including the original standard shipping costs you paid with your order.

Are you returning part of your order and keeping some items? In that case, the original shipping costs will not be refunded. If your order total falls below the threshold for free shipping due to a partial return, the shipping costs will still be deducted.

PLEASE NOTE! Did you fail to pick up your package, and do we need to send it again? We will do so after you have paid the shipping costs (again). If you cancel your order, we will deduct the shipping costs from your refund.

The costs for returning your package are at your own expense, unless there is an error on our part or a clear manufacturing defect.

The costs for returning a standard return are at your own expense. You choose which carrier you use to return the package.

Always keep your shipping receipt until your return has been processed by us. If something goes wrong in transit, you will at least have proof that you sent the package.

Is it an error on our part, for example an incorrectly delivered item or a clear manufacturing defect? Please contact us first at klantenservice@natur-el.nl. We will then look for a suitable solution together.

Yes, you can also return your online order to our store in Rotterdam. Please bring your return form or order number so that we can process your return correctly.

Our standard return policy also applies to returns made in-store. The item must be unworn, unwashed, clean, and in a sellable condition.

Are you returning part of your order in-store and not purchasing a replacement item? If so, your original order may fall below the threshold for free shipping due to the return. In that case, just as with a return by mail, we will still charge the shipping costs.

Refunds are not issued in cash in-store but are processed via the payment method you used to pay online. This ensures that everything remains properly linked to your order.

We are super-fast packers and often ship your package the same day. Orders placed on Saturday after 14:00 will be shipped the following Tuesday. As soon as your package has been shipped, you will receive a track and trace code from us. This will be sent to the email address you provided with your order. Haven't received an email? Please check your spam folder and double-check your email address before placing your order. Please note that once we have shipped the package, the delivery time is in the hands of PostNL. We have no influence over this. We have had good experiences with PostNL, and your package usually arrives the very next day. During busy periods, it may take longer. Keep your app and track & trace details at hand for the most up-to-date delivery times.

You will receive a track & trace code from us. We try to send as many packages as possible as mailbox packages, so you don't have to stay home. If your package hasn't arrived yet, even though your track & trace code says it has: please check with your neighbors, look in a shed (yes, really...), and above all, have a little patience. Sometimes PostNL scans a mailbox package while it is still on its way. Super inconvenient, we think so too: but hey, they really do their best to get everything to you on time. And fortunately: in 99.9% of cases, our experience is that this problem resolves itself within a few days. Having a little more patience really helps with this :-) Especially during busy times like November / December or during SALE periods. If your package still hasn't arrived after 10 working days: please contact us, and we will initiate an investigation with PostNL. But honestly, it will be alright!

Oops, that is certainly not the intention. Please send us an email at klantenservice@natur-el.nl within 4 working days of receipt with your order number and a clear photo of what you received.

If we accidentally sent the wrong item, we will of course resolve it properly. We will then arrange a free replacement delivery or, if that suits better, a refund of the amount paid.

That is a shame, and certainly not the intention. Please email us within 4 working days of receipt at klantenservice@natur-el.nl with your order number and the item you are missing.

We will then immediately look into your order and see what went wrong. If the item is indeed missing, we will of course provide an appropriate solution.

Please contact us as soon as possible, preferably within 4 working days of receipt. Email us at klantenservice@natur-el.nl with your order number, a brief explanation, and clear photos of the issue.

If there is a manufacturing defect, we will provide a free replacement or a refund of the amount paid. Please note: this warranty does not apply if the item has already been worn or washed, or if an attempt has been made to repair the defect yourself.

That depends on what exactly is going on. Please feel free to send us an email with photos, your order number, and a brief explanation. We will then take an honest look at it with you.

It is important to know: damage caused by wearing, normal wear and tear, improper washing, or misuse is not covered by the warranty. Natural materials are beautiful, but not indestructible. For that reason, you will always find comprehensive advice on how to best care for your item on the care label, in our washing guide, and on the website. With every order or in-store purchase, you will receive an extensive booklet with all the tips and tricks to take the best possible care of your favorite item. Always follow these instructions.

In doubt? Email us at klantenservice@natur-el.nl or call us at 010-7954177. We would rather think along with you beforehand than be left with a sad garment afterward.

That depends on how and when the holes appeared. Wool socks are wonderfully warm, breathable, and natural, but they are not indestructible. Socks can wear out faster in areas with high friction, such as the heel, toes, or the ball of the foot. Think of sharp toenails, rough spots in shoes, frequent walking, or shoes that rub a little. This can happen quite quickly, and we are open and honest about this when you purchase wool socks.

Unfortunately, holes caused by wear and tear are not covered by warranty. Improper washing or intensive use can also cause wool to wear out faster. Always wear slippers over your wool socks. Socks are slippery, and walking around your house in wool socks ENORMOUSLY accelerates the wear process.

Have you only worn the socks for a very short time and do you suspect there is a manufacturing defect? Please email us at klantenservice@natur-el.nl with your order number, clear photos of the socks, and a brief explanation of how often they have been worn and washed. We will then honestly look into it with you. We can distinguish between wear and a manufacturing defect immediately.

Free tip from us: alternate your wool socks every day, let them air out well in between, and wash them according to the washing instructions. That way, they stay looking good for the longest.

Shrinkage after washing is not automatically covered by warranty. Natural materials such as wool, silk, cotton, and linen require care, and following the wash label is essential.

Has your garment shrunk? Please feel free to email us with your order number, photos, and details on how you washed the item. We will then look into it with you. If it appears that the shrinkage was caused by improper washing or failure to follow the washing instructions, we unfortunately cannot treat this as a warranty claim.

If you have any doubts about washing or care, you can always email us at klantenservice@natur-el.nl. We are happy to help, because some materials simply come with a user manual.

Yes, pilling or fuzz on wool is completely normal. Especially in areas where there is a lot of friction, such as under the arms, on the sleeves, along a bag, or between the legs of wool trousers or leggings.

Pilling does not immediately mean that your item is damaged or of poor quality. It is characteristic of wool and other natural fibers. Fortunately, you can easily remove pills with a suitable fabric shaver or a Gleener. Please avoid picking at them, as this can damage the fiber.

Are you unsure if it is normal pilling or if something is actually wrong? Feel free to send us a photo at klantenservice@natur-el.nl. We will be happy to take a look with you.

That is, of course, not our intention. We always try to respond as quickly as possible, but sometimes an email can slip through the cracks or end up in spam. We answer emails between Tuesday and Saturday. Are you emailing over the weekend? Then it may happen that you have to wait longer for a reply.

Have you not heard back from us yet? Please feel free to send your message again to klantenservice@natur-el.nl or call us during business hours at 010-7954177. We will be happy to look into it with you right away.

For a standard return, the return costs are for the buyer. If the issue is due to an error on our part, such as an incorrectly delivered item or a clear manufacturing defect, we will of course provide a proper solution.

In that case, please always contact us first via klantenservice@natur-el.nl. Include your order number and clear photos so that we can properly assess what is going on.

Yes, we’d love to. In our store, we are happy to help you with sizes, fits, materials, colors, and combinations. Whether you are coming in for one nice wool camisole, a good pair of trousers, or a complete outfit: we are happy to assist you.

You don't need to make an appointment for this. Feel free to drop by during our opening hours. Do you have a very specific question, for example about an item you saw online? Then you are welcome to call us in advance at 010-7954177, and we can look into it for you beforehand.

Our shop is located in the Oude Noorden district of Rotterdam, at Zwaanshals 376.

Here you will find our large collection of sustainable women's and men's clothing, wool-silk underwear, wool socks, shoes, accessories and much more beautiful items made from natural materials.

Are you coming by bike, car or public transport? Plan your route to:

Natur-el
Zwaanshals 376
3035 KT Rotterdam

Our shop is open from Tuesday to Saturday from 10:00 to 17:30.

We are closed on Sundays and Mondays. We aren't in the shop then, but you can of course still place orders via our webshop.

Are you unsure if we are open during holidays or special days? Please check our website or call us in advance at 010-7954177. That way, you can be sure you won't arrive to find the doors locked.

Yes, of course that's possible. All items from the webshop are also available in our store.

Do you want to be sure that a specific item, size, or color is still available when you come by? Then it is most convenient to order and pay for the item online in advance. Choose the 'pick up in store' option with your order. That way, the item is reserved for you and you can be sure it won't be picked up by someone else or ordered online just before you arrive.

Unfortunately, it is not possible to reserve items by phone or email.

Certainly. Everything you see in the webshop is also available in our store, and everything you see in the store is also online.

Would you like to try on a specific item, size, or color in the store? Then please also read our answer to the question: “Can I try on an item in the store that I saw online?” There, we explain how to ensure the item is ready for you when you visit.

In the webshop, you will automatically see which payment methods are available during checkout. Choose the payment method that is most convenient for you and then complete your order.

Your order will be processed as soon as your payment has been successfully received. We will then get to work and prepare your package with love.

In the store, you can pay with cash or by debit card. We also accept credit card payments there.

Are you having trouble paying, or are you unsure if your order went through? Please feel free to contact us at klantenservice@natur-el.nl or call us at 010-7954177.

Yes, of course. A Natur-el gift card is always a good idea, especially for someone who loves beautiful materials, sustainable clothing, and a little bit of retail therapy.

You can purchase a gift card via our webshop or in our store in Rotterdam. Choose the amount you wish to give, and the recipient can pick out something beautiful themselves at a later time.

Not sure which amount is appropriate? Feel free to call or email us, and we would be happy to help you decide.

Yes, you can use a Natur-el gift card in the webshop and in our store in Rotterdam, as long as the gift card is still valid and the balance has not been fully used.

Are you using the gift card online? Then enter the code during checkout. Are you coming to the store? Then bring the gift card or code with you so that we can process it at the register.

Are you unable to use your gift card? Then please contact us, and we will take a look with you.

Unfortunately, we usually cannot add a discount code after your order has been placed and paid for.

Therefore, please always check that your discount code has been entered and applied correctly before finalizing your order. Also, ensure that you do not use any extra spaces or other characters, as these can prevent the code from being recognized properly.

Did something go wrong or are you unsure right after ordering? Please contact us as soon as possible at klantenservice@natur-el.nl. We will then see if there is anything we can still do for you.

Do you have a question about a product, material, fit, color, or care? Feel free to send us an email at klantenservice@natur-el.nl or call us during business hours at 010-7954177.

We are happy to think along with you. Sometimes a single phone call is enough to know whether something suits you or not. And let's be honest: we will also tell you if we think a different item would be better for you.

Of course we will, we’d be happy to! During our opening hours, you can reach us in the shop by phone at 010-7954177, or send an email with your question to klantenservice@natur-el.nl. It is possible that we may not pick up the phone or respond to your email immediately. It is (fortunately) very busy in the shop, so we don't always have time to answer. You can rest assured that we will answer your question as quickly as possible.

Would you rather not wait? You can also order two sizes and return the one that doesn't fit. The only “risk” is the shipping cost. You are also welcome to visit us in the shop!

We are open from Tuesday to Saturday from 10:00 to 17:30.

That depends on what you are looking for. Do you want something warm, breathable, airy, sturdy, soft on the skin, or perhaps something practical? Every material has its own character.

Wool, for example, is fantastic if you are looking for warmth without feeling clammy. Linen is wonderfully airy in the summer. Wool with silk feels soft and regulates temperature, and organic cotton is great if you are looking for a familiar, natural basic.

Still unsure? Feel free to email or call us. Tell us what you want to use the item for, whether you tend to get hot or cold easily, and if you are sensitive to certain fabrics. We will then think along with you as if you were standing in our shop.

For every item, the care label is always the most important starting point. Natural materials are beautiful, but they sometimes require a little more love than a synthetic shirt that you thoughtlessly toss into the washing machine.

Our general tip: don't wash too often, don't use too much detergent, and let clothing air out whenever possible. For example, you don't need to wash wool nearly as often as people think. And some materials, such as wool, silk, and linen, stay looking much better if you treat them gently.

You will receive our washing guide with your order. Be sure to read it carefully, especially for materials you are not yet familiar with. Are you in doubt about washing, drying, or stains? Then please email us first at klantenservice@natur-el.nl. We are happy to help you before a laundry disaster occurs.

That depends on the brand, season, and item. Some basics are restocked more frequently, but many sustainable collections are produced in smaller quantities. As a result, when they're gone, they're often truly gone.

You can also leave your email address on an item page, and we will notify you immediately when it is back in stock.

And sometimes we simply have a good alternative. Not always exactly the same, but something we think: hey, this might be really great for you.

We do our best to display the colors as accurately as possible, but unfortunately, it is not always possible to get them exactly right. Colors can appear differently on every screen. It even varies by brand of monitor and its settings. You can rest assured that we present our products as color-accurately as possible in our images.

Are you unsure about a color? Please feel free to contact us. We can take a look with you, honestly describe how the color appears in real life, and sometimes even take an additional photo in daylight.

Especially with colors like blue, green, purple, beige, and black, the difference on a screen can turn out just a little bit different. So, are you in doubt? Just ask. That is what we are here for.

On our material pages, you will find more information about the materials we sell, such as wool, wool-silk, linen, organic cotton, Tencel, Ecovero, and other natural fabrics. We also include this information in detail for all our items. Often, reading the extensive product information is already very helpful. We put a lot of time and care into this, and usually, the product description already answers many of your questions.

We don't just explain the technical side of a material there, but more importantly, why you would want to wear it. How does it feel? When is it nice to wear? How do you take care of it? And what should you keep in mind?

Still can't quite figure it out? Feel free to email or call us. Materials are truly our thing, so we would love to talk you through it.