FAQ

QUESTIONS ABOUT DELIVERY AND SHIPPING:

1. Which countries do you ship to?

Delivery zones:
ZONE 1: Germany
ZONE 2: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden

ZONE 3: Switzerland

Customs duties:

Please note that deliveries to non-EU countries may be subject to additional charges (import duties), which are determined by the destination country. These charges depend on factors such as the country of manufacture or origin of the goods and their classification, and are levied upon delivery. Any such charges are the responsibility of the customer to ensure proper customs clearance. We recommend that you familiarize yourself with applicable regulations and potential costs in advance to avoid any unpleasant surprises.

++ No delivery to PO boxes possible ++

2. How long is the delivery time?

Current average processing and delivery time: 8 working days

(The estimated delivery time is calculated in working days. These are approximate and may vary.)

PROCESSING AND DELIVERY TIME:

Our products are only printed and shipped after your order and successful receipt of payment.

All delivery addresses are processed in Spain or Latvia and shipped from there.

Processing time:

The processing time (processing, printing, etc.) for your order is between 2 and 5 working days.

Processing and delivery times:

Delivery times are estimated and may vary depending on the number of products.

ZONE 1 : approx. 5-8 working days
ZONE 2: approx. 5-10 working days
ZONE 3: approx. 5-10 working days

You will receive a shipping confirmation with the shipment status. For packages sent with Hermes, you will receive a tracking number.

3. How much are the delivery costs?

++ Free shipping from 30 € (excluding vouchers) ++

Shipping costs ZONE 1: 4.99 €
Shipping costs ZONE 2: 5.99 €
Shipping costs ZONE 3: 9.99 €

4. Why is my order delivered in two packages?

Please note that we have multiple shipping depots for our products. Our ceramic mugs, enamel mugs, drinking bottles, and baseball caps are shipped from a different depot than our clothing. If you order a T-shirt and a mug, for example, you will usually receive two packages. Don't worry, though, you only pay shipping once.

QUESTIONS ABOUT PAYMENT:

5. Which payment methods are offered?

We currently offer the following payment methods in our shop (subject to availability):

• PayPal (Instalment payment, Pay after 30 days, Pay later)
  
• Purchase on account (Klarna)
  
• Apple Pay
• Google Pay
• Shop Pay
• Credit card (Visa, Mastercard, AMEX, Maestro, Union Pay)
• Bancontact
• EPS
• ideal
• BLIK
• Nature Explorers Gift Voucher
  

Voucher conditions:

• When making a purchase in the store, you can redeem the value of a gift card by entering the unique code in the " Discount " field during checkout. Gift card codes are not case-sensitive. The balance on a gift card can be used for more than one order, as long as there is still credit on the card.
• Multiple gift vouchers can be applied to a single order.
• Gift card balances are applied to the total value of an order, including shipping costs.
• A voucher cannot be used to purchase another voucher.
• If you would like to purchase a gift voucher for another person, you can send it directly to the recipient with a personal message when placing your order.
• Gift vouchers can be used together with discount codes.
• If the available balance on the gift card is greater than or equal to the order total, you can click Complete Order .
• If the available balance on the gift card is less than the order total, you will be asked to select an additional payment method for the remaining amount before placing your order. This may be a different gift card.
• The voucher balance and expiration date can be requested by email to: info@naturexplorers.de .

Questions about returns, complaints, exchanges:

6. Can I order multiple sizes to try on?

Since the products are produced specifically for you upon order, we ask that you refrain from ordering multiple sizes for fitting. Such orders involve long processing times—doing so will not only be a favor to us and you, but also to the environment.

What do I have to do for returns, exchanges, or complaints?

Please contact us within 7 days in advance by email ( info@naturexplorers.de ) or via the contact form. To help us quickly, please always include your request, your full name, email address, order number, and the affected items.

7. How can I return an item?

Return notification: This notification must be made within 14 days of delivery. Personalized or customized items are excluded from this and cannot be returned. Please contact us if you wish to return something.

Please note: Please do not simply return the goods to the address listed in the Legal Notice/Contact section, as returns cannot be processed there. Unfortunately, we cannot accept returns without prior notification.

8. How can I exchange something?

We know that sometimes something doesn't fit quite as expected. If the item you ordered doesn't fit you, you can of course return it within 14 days of receipt. However, we ask that you carefully check the size chart before ordering and compare it with an item you already own. As you know, we produce your new favorite item especially for you and do not keep any stock. If you exchange a size, a completely new product will be manufactured, and you will need to place a new order (the buyer will be responsible for the additional shipping costs).

Please note: We only accept unworn and unwashed items. To avoid damage or soiling, please return the item in its original packaging, including all accessories and packaging components. If necessary, use protective outer packaging. If you no longer have the original packaging, please use suitable packaging to ensure adequate protection against transport damage. Otherwise, the items will be returned to you at your expense after incoming goods inspection, and the purchase price will not be refunded.

9. How can I report a faulty or defective item?

Please contact us within 7 days of delivery to ensure a smooth transaction. If there is a problem with your order (e.g., defective item, incorrect printing, print coming off, etc.), please describe the problem in detail in the contact form and document it with pictures. We will then contact you with information on the next steps and find a satisfactory solution for you.

Please understand that the shipping costs for the return are to be borne by the buyer!

Questions about manufacturing/clothing/designs:

10. How are your clothes/accessories made?

Our organic textiles are produced sustainably and under fair conditions by STANLEY/STELLA, ECONSCIOUS , and ATLANTIS . The textiles are then printed or embroidered ( Coloreel ) using the digital direct printing (DTG) process and then shipped directly to you by our printing partner.

11. What colors are used to print the textiles and can I learn more about embroidery?

The textiles are printed with environmentally friendly, certified “Ökotex 100” ink.

Embroidery : Dyeing the yarn during production saves water because the color is applied immediately during embroidery and no water is needed to pre-dye the yarn.

The embroidery also uses 100% recycled polyester yarn made from recycled PET bottles.

12. What materials are the clothing and accessories made of?

• made from organic or recycled materials
• Without genetic engineering and without chemicals
• certified according to GRS (Global Recycled Standard), OCS (Organic Content Standard) and GOTS (Global Organic Textile Standard)
• Color: OEKO-TEX Standard 100 certified and PETA approved vegan

13. What should I keep in mind when washing?

Important: If you notice a slight odor or slight discoloration, don't worry. The initial smell comes from our environmentally friendly "Oekotex 100" dye, and both will completely disappear after the first wash!

Textiles :

Recommendation: Machine wash cold, inside out (motif inside)

• If necessary: ​​Wash inside out at a maximum of 30 degrees Celsius on a gentle cycle with mild detergent and similar colors. Do not use bleach or fabric softener.
• Tumble dry on low heat or hang to dry for longer life.
• If necessary, iron on a low setting from the inside. Do not iron prints.
• Do not dry clean.
• The care instructions on the tear-off label may fade after washing.
  

Ceramic cups:

• Dishwasher and microwave safe

Enamel cups:

• Hand wash only

A notice:

Do not heat liquids or food directly in the enamel mug – this can damage the coating.

Disclaimer: Certain beverages, including coffee, tea, and natural juices, can stain enamel mugs. This is a normal characteristic of enamel products and does not apply to our mugs only. Due to the rough and porous surface structure of the enamel, particles from these beverages can easily stick to the mug and lead to stains over time. Stains can be effectively removed by applying lemon juice or soda to the affected area and gently scrubbing with a stiff sponge.

Drinking bottles:

Not dishwasher or microwave safe. Hand wash only. You may need to apply light pressure to close the lid during first use, as it may take a few attempts for the straw to assume the correct shape in the bottle.

14. How do the sizes fit?

To the size charts

NOTE FOR US CUSTOMERS: Sizes correspond to a smaller size in the US market, so US customers should order one size larger!

T-shirts/Hoodies/Sweaters: unisex, regular fit, looser fit, standard length, the fabric adapts to all movements. If you want something really oversized, order a size larger.

You can find our detailed size chart in the product description. Please check it carefully before placing your order. You can simply choose a piece of clothing you own for comparison.

Tip: Measure one of your products at home and compare it with the measurements you find in this guide:

A Length

Place the end of the tape measure next to the collar at the top of the shirt (highest point of the shoulder). Pull the tape measure down to the bottom of the shirt.

B Breast

Measure around the fullest part of your chest. Hold the tape measure horizontally.

C Sleeve length

Place one end of the ribbon on top of the set-in sleeve, then pull the ribbon down until you reach the sleeve hem.

If you are still unsure about the size, we will be happy to help you.

15. I like a design, but my size, color or product is not available?

Please write to us and we will check for you whether your desired design is available in the right size and/or color.

If you have any further questions or concerns, please contact us!