F.A.Q.

1. How do I make a purchase?

Making a purchase is easy. Wherever you see a pre-order or in stock product you can shop it: simply select your size and colour an click ‘Add to cart’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘cart’ at any time.

When you’re ready to place your order, select Proceed to Checkout from the cart and follow the straightforward prompts to complete our checkout process. At this point you should be presented with a pop-up window confirming briefly our returns policy for custom made items. You would have to manually accept this box to continue and by doing so you are agreeing to these terms.

If there are any missing colours in our drop down menu but appear on our colour chart on the website, please write your required colour in the ‘order notes’ further on when processing your order. We will refer to the note left instead of the selected colour and manufacture as your request, you do not need to send additional e-mails to confirm this selection as this will clearly appear on our order screen.

If you have any problems, please contact customer care at fursbynatalia@gmail.com  available 24 hours a day, seven days a week, aiming to respond within 48 hours.

 

2. Can I order by telephone?

No we do not take orders over the phone or mail. Our items can only be purchased via the website and the relevant payment method.

 

3. How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product name, or by categories under the menu on the side. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.

 

4. How do I know if an item is in stock?

Our items are made after you place your order and take an estimate of 7-10 business days to be delivered, they are not held by us apart from the ‘immediate shipping’ section.

 

5. What size do I select?

We provide a size chart as a guideline only which is relevant to Furs By Natalia Ltd measurements and do not correspond to other brands, making your selection easier. The sizes refer to the bust measurements only shown on the chart however in our manufacturing process we are extremely accurate and have an allowance of 1cm maximum either way.

The lengths provided on our size charts for sleeves and the body show a measurement for our sample size S garment (eg. 70cm length coat with a 60cm sleeve). Both sleeve and body measurements increase by 1cm with each size. We measure our coats by lining length, meaning that there is an extra 2/3cm in the actual length of the coat when the overhanging part of the fur extends beyond the lining. Collar measurements are not included in the body length, it is instead measured from the neck of the coat to the bottom.


If you find that these sizes do not fit your needs and you may need a shorter or longer sleeve or a longer or shorter coat length, we can make this accordingly. We are also able to extend the bust measurement to a XS (88cm) and XXL (108cm). These two sizes are not visible on our size chart and you must instead write these in the ‘order notes’. Please e-mail fursbynatalia@gmail.com with any requests beforehand.

 6. Are there colour differences?

Not in the actual garments themselves, this is extremely minimal. Our colour chart is a true representation of our colours and our dyes remain exactly the same each time. Each pelt however is different due to it being a natural fur pelt, it is impossible for every fur pelt to be exactly the same. 'Silver Fox' fur colours are especially true of this - each pattern (the darker shades) on the animal is different and will vary. 'Speckle' colours one block colour which are then brush dyed to achieve the pattern - it is impossible that these are all exactly the same.

There is small variation in the colour of flat vs sectioned fur panels in the sense that flat, larger sections (Eg in our Flat Tri Coat vs the Scalloped Vest) against smaller cut up sections in the same colour appear slightly different to your eye.

The only variation in colour that you may see is due to the fact that every computer monitor has a different capability to display colours and that everyone sees these colours differently. We try to edit our photos to show the samples as life-like as possible, but please understand the actual colour may vary slightly from your monitor. We cannot guarantee that the colour you see accurately portrays the true colour of the product.

7. What payment methods does fursbynatalia.com accept?

We accept Visa and MasterCard, as well as American Express via Paypal Checkout and PayPal.

 

8. Is it safe to use my credit card online at fursbynatalia.com?

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process for the cardholder’s protection as well as our own stocks’ protection. Payflow Pro (card transaction provider) and PayPal security page can be found here: https://www.paypal.com/bt/webapps/mpp/paypal-safety-and-security

 

9. How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items begin manufacture. If your order is rejcted, you will be notified via the e-mail you used to place your order. If accepted, you would not be further notified until the point that your order ships (approximately in 7-10 working days) with your tracking information. If any of the items you have ordered can no longer be manufactured or are unavailable from our warehouse at the given time you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed or refunded.

 

10. When will I receive my order?

After your coat has finished the manufacturing process (approximately 7-10 business days) you will receive your order within this timeframe or slightly out of the stated timeframe. We must stress sometimes this timeframe cannot be met and a slight delay is put on your order. This is normal and we will work to fix this immediately. Orders shipped using our delivery partner, UPS or DHL where relevant, are delivered Monday to Friday between 9am and 6pm. When we provide you with the relevant shipping code via e-mail please contact UPS or DHL directly or track the parcel via their online service for the most up to date information, you can do so by quoting the relevant tracking number.

 

11. Can I change my order or delivery address?

We are not able to amend or change any details once your order has been accepted, we will not ship to a different address that to what is shown on your order.

 

12. Do you offer returns?

We do not offer returns for any custom made items which are bought through this website. We do not hold stock and each item is made after your order is received. By purchasing from us you are agreeing to our terms of service.