NATEO CONCEPT

Frequently Asked Questions

A question? Need help? You'll surely find your answer in our FAQ!

Products

Our products are available exclusively on our website.

If you have any doubts or need reassurance before ordering, our customer service can send you additional photos or samples depending on availability.

All dimensions are indicated on the product page, in the "Dimensions & Parcels" tab.

Some products also have technical diagrams accessible in the photo gallery.

Yes, we can send you samples by mail, depending on availability. To make a request, simply contact our customer service.

Our furniture is delivered unassembled, to minimize the environmental impact of transport.

Assembly has been designed to be simple and accessible, without any specific tools.

Our products come with a 3-year warranty from the date of delivery, covering material, design or manufacturing defects.

The assembly instructions are generally placed in one of the parcels of your order. Make sure to check all the packaging.

If you cannot find it, you can contact us directly via our form by providing your order number.

Yes, we can send you a spare part if needed, in order to extend the lifespan of your furniture. Contact us via the form to find out the price.

Delivery

We deliver to France, Belgium, Luxembourg, Germany, the Netherlands, Austria, Italy, Portugal, Spain, Monaco and Greece.

For any specific request, our customer service is available to respond to you quickly.

Saturday delivery is only available in Île-de-France, with the Premium or Premium + Assembly options. Simply specify this when placing your order in the comment tab.

Approximate delivery or shipping dates are indicated directly on each product page. This allows you to check availability before finalizing your order.

Shipping costs vary depending on the product(s), their weight, the delivery address and the chosen delivery method.

They are calculated automatically in the cart, before payment.

The Premium or Premium + Assembly delivery (Available in certain areas only) allows delivery directly to the room of your choice, without any handling on your part.

It is carried out by a carrier specializing in furniture and delivery is by appointment (allow half a day).

Yes, with the Premium and Premium + Assembly options (Available in certain areas only), you can choose a 4-hour delivery time slot.

With standard delivery, delivery takes place between 8am and 6pm.

Yes, you can schedule a delivery for a later date.

Simply indicate the desired date in the "comment" field at step 3 of the cart.

We then adjust the shipment and the carrier will contact you to arrange the appointment.

Order

Here is the breakdown of your order:

  1. Confirmation of your order by email.
  2. Preparation and shipment of your order by our team (Within 1 to 2 business days).
  3. Communication by email of the reception instructions.
  4. Contact by the carrier, by SMS, phone or email, to arrange a delivery date according to your availability. (Within 3 business days after shipment)
  5. Delivery to the indicated address (3 to 10 business days depending on the area and delivery method).

At each step, you will receive a tracking email:

  • Order confirmation
  • Order being prepared
  • Order shipped with carrier tracking

 

You can also track your order in your customer account:
"My account> Order history"

Start by checking:

  • The email address provided when placing the order
  • Your junk mail (spam)

If you still can't find the email, contact us :)

Yes, as long as the order has not been shipped, modification or cancellation is possible. Once shipped, it can unfortunately no longer be modified or cancelled.

Your invoice is available in your customer account: "My account> Order history" You can download it directly in PDF format. If this is not the case, contact us via our form.

Payment

We offer several payment methods. For more information, visit the "Secure Payment" page.

Yes, all payments made on Nateo Concept are fully secured.

Transactions are protected by a bank data encryption system and managed by our banking partner, Caisse d'Épargne du Poitou-Charentes.

Your banking information is never stored or accessible on our website.

A payment failure can have several causes (bank validation, spending limit, 3D Secure…).

We recommend checking these points with your bank.

If the problem persists, our customer service can assist you in finalizing your order.

Return & Refund

You have 14 days after receipt to exercise your right of withdrawal.

To return an item, please contact our customer service by email or phone.

We will provide you with instructions on how to organize the return.

 Return conditions:

  • Items must be returned in their original packaging
  • And in perfect resalable condition (unassembled, unused)

Return costs depend on the reason for the return:

  • in case of defective product or error: at our expense
  • in case of withdrawal: at the customer's expense

The amount is calculated based on the product's weight. For more details, you can consult our General Terms and Conditions of Sale.

The refund is processed after receipt and validation of the return, within a maximum of 14 business days.

A confirmation email is sent to you as soon as it is processed.

If you refuse your order, you must notify us by email so that we can request its return to our warehouse.

Once the return is confirmed, the refund is processed according to your original payment method.

Outbound and return shipping costs are deducted from the refund.

After-sales service

For any after-sales service request, please contact us via the contact form by selecting the relevant subject.

To process your request quickly, please attach:

  • Photos of the problem encountered
  • The part numbers of the damaged pieces
  • Your order number

Upon receipt of your order:

  • Accept the parcel if possible
  • Or refuse it in case of significant damage
  • Note a precise reservation on the delivery note to ensure your claim is handled
    • "Wooden furniture broken, paint scratched during transport"
    • "Slatted bed base twisted, broken during transport"
    • "Mattress stained, torn during transport"
  • Take photos
  • Contact our customer service

No need to worry:

 We immediately open a transport investigation and arrange a quick solution.

If you have not been contacted within 3 business days: