Cargo Delivery

ORDER AND DELIVERY INFORMATION
BULK PACKAGING
All Bulk orders with multiple cartons, pallets and container loads are dealt by our export department. You will be contacted by our export and logistics experts. For individual and retail orders please read below points carefully. 
All orders in 2kg quantities or less, will be packaged in individual cartons. Any quantity that is 500gr and over, will arrive in bulk packaging where the multiple kilograms of a product are combined into a single carton.
You may request individual cartons for bulk orders at any time by including this in the “Special Instructions” box at checkout or mention this at the time you place your order over the phone or by contact message. 
WEBSITE
You can shop 24 hours a day on our website. We accept Visa, MasterCard, Discover, and American Express cards registered Worldwide, and checks or Money/ TT orders. For check orders, we will hold your online order until your payment has reached our offices. 
PHONE
For phone orders, please have your complete order ready along with your credit card information. Customer Service is available for phone orders at (0090) 533-4393999 from 8:00 am to 6:00 pm GMT+2. Sorry, we are unable to accept orders left on our voicemail system. If you are unable to reach us, please leave us your name and telephone number and we will call as quickly as possible to assist you.
For phone orders, we accept Visa, MasterCard, Discover, and American Express cards registered Worldwide. For check orders, we will hold your order until your payment has reached our offices. 
For Europe orders please call our Germany office (+49) 174-6246622 
MAIL:
Naturel Ltd.Sti 
Anadolu Blv Camlica mh. 145 Cd.
Petek Is Merkezi No:10/33-47
Yenimahalle 06200 Ankara Turkey
Or
Depar Group
Schaftlarnstrasse 10, Büro 5 
Sendling 81371 Munich Germany
LOCAL PICKUP
We are happy to inform you that our Naturelim Labs is open to the public! Please note that in order to comply with state requirements, we have COVID-19 measures in place that are required of us and we ask that you please follow the rules and instructions that are posted around our premises when you come to visit us. Our current hours are Monday-Saturday from 10am-6pm. We are offering Pick Up options for customer that want to pre-purchase products and pick them up at the store. Pick Up orders can be placed on our website or over the phone. Orders that are placed before 2pm GMT+2 during weekdays, will be available 2 business days later after 2pm GMT+2 at the mercantile. If you would like to check that your order is ready for pickup, please call (+90) 5323350069 during regular business hours. *Important notice* We are currently not able to accept returns at the Mercantile due to COVID-19 concerns. If there is a legitimate concern or problem with a product that you purchased, please contact our Claims & Returns Department. Unfortunately, we will not accept any physical returns of a product that was purchased or picked up at the store. Thank you in advance for your understanding!
Our Mercantile is located at:
Naturel Labs.
Anadolu Blv Camlica mh. 145 Cd.
Petek Is Merkezi No:10/47
Yenimahalle 06200 Ankara Turkey
ORDERING HOURS
Customer Service Hours
You are welcome to order 24 hours a day on our website! Our customer service representatives are available to assist you at our number (+90) 533-4393999 from 8:00 am to 4:00 pm GMT+2, Monday through Friday.
Add-ons & Adjustments
If you need assistance with an order that has been submitted on our website (such as an address correction) please call us immediately. We are not able to accept any requests for changes to products or additions to submitted orders. Please review your cart carefully for order accuracy prior to submitting your order.
If your package has already shipped via DHL or expedited methods, and you find that you need to have it rerouted to a new location, we may be able to reroute the package for you for a minimum $16.40 fee. Please note that this is not available for shipments other than DHL, and reroute services may delay the delivery of your package. Additional fees may apply based upon the shipping method and the final destination of the package. Please call customer service immediately for details and assistance with reroutes.
Cancellations
Requests for cancellations must be submitted by 3:00 pm GMT+2 on the day you submit your order, and all requests for order cancellations received after this time will not be accepted. We are unable to cancel orders with expedited shipping. If you are unable to submit your order cancellation by the 3:00 pm deadline, you may return the parcel after its receipt for a product refund.