Help Centre
Ordering & Payment
Pre-ordering wallpaper
If you place an order that contains a pre-order item, the entire order will dispatch once all items are in stock. Please bear this in mind when ordering multiple items as everything will be held back until the pre-order item is ready to be shipped.
How do I know if a product is in stock?
Our website is regularly updated to reflect the latest product range and availability. If a product is out of stock, you will see a note in red font on the relevant product page indicating that the product is available only for pre-order and providing an estimated timeframe for availability.
What payment methods do you offer?
We accept Mastercard, PayPal, Visa, Amex, Apple Pay and Google Pay.
What happens once I place my order?
Naturae has a real-time ordering system that starts processing orders as soon as they are confirmed. You will receive an order confirmation email right after your order is placed, followed by a shipping confirmation email once the order has left our warehouse.
Please choose carefully, as refunds cannot be given if you change your mind. To assist customers in selecting a product they love, we encourage first purchasing samples as this will allow you to see the colour, texture, print and finish prior to purchase.
What if I realise I haven't ordered enough wallpaper?
Not to worry! Get in touch with us as soon as you realise and we will do our best to ensure we can provide you with stock from the same batch!*
We usually suggest ordering 15% wastage to ensure you have enough and to avoid any risk of not being able to get additional stock from the same batch.
Tip: make sure you take a photo or note down the details on the box your wallpaper come in as this is where the batch number is listed and is what we use for batch matching. If you don't tell us the batch number, we're not able to look into the possibility of batch matching.
*While we will do our best to provide you with stock from the same batch, we can't make any promises.
Can I amend or return my order after it's placed?
Once your order is confirmed, our real-time system begins processing it right away, meaning we cannot modify it as it will already be in the packing stage. But don’t worry! For wallpaper rolls, we accept returns within 30 days of delivery for a refund, with only a 25% restocking fee. Just make sure your items are returned in their original packaging, undamaged, and in saleable condition. Please note that products that have been installed or used aren't eligible for return.
Do you offer exchanges?
Unfortunately we currently do not offer exchanges. If you would like to exchange an item please get in touch with our Customer Service (https://naturae.com.au/pages/contact) team who can facilitate a return and re-order of the new product you would like. Please note you can find our returns Terms & Conditions here (https://naturae.com.au/policies/terms-of-service).
Samples
How long does it take for my samples to arrive?
Your samples will take between 5-7 business days to arrive (depending on where in Australia you are located).
Can I get my sample order delivered to a PO Box address?
Absolutely! Our sample boxes are specially designed to fit through a standard letter box!
I've purchased more than one sample pack, can I redeem the cost of them all?
The offer is only redeemable once per customer. E.g. if a customer purchases three samples packs and pays $45, they will only receive a refund for $15. The refund code is emailed to the customer email address entered at check out.
How long do I have to redeem my 5 samples for $15 discount?
The offer is valid for 6 months from the sample order date.
Delivery
Delivery costs & timeframes
Naturae delivers nationally using specialised delivery partners. We offer free shipping all throughout Australia.
Please note: Your order will be dispatched from our warehouse 1 - 3 business days after we receive payment. Please allow for longer timeframes during high-volume sale or order periods.
- NSW - 7-14 working days
- QLD - 7-14 working days
- VIC - 7-14 working days
- ACT - 7-14 working days
- NT - 7-14 working days
- TAS - 7-14 working days
- SA - 7-14 working days
I ordered 10 days ago when will I get my order?
If it has been 10 business days since you ordered and you haven’t received any email updates, please contact our customer service team quoting your order number via:
- live chat
- E: info@naturae.com.au
- P: 0452 632 733
Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.
My order has shipped, but when I track it I cannot see any updates.
As we work with a range of providers across Australia to get your tiles to you, delivery updates will differ between providers - this means that some of our providers will be able to provide tracking links, while others will not. Please refer to your shipping confirmation email for more information on what you can expect. If you need any more information, please contact our customer service team quoting your order number via:
- live chat
- E: info@naturae.com.au
- P: 0452 632 733
Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.
How will I know when to expect my order?
You will be notified via email once your delivery has been shipped from our warehouse. As we work with a range of providers across Australia to get your order to you, the delivery experience will differ between providers. This means that some of our providers are able to provide tracking links and a courtesy phone call prior to delivery.
Please refer to your shipping confirmation email for more information.
Do you offer express shipping?
Rest assured, we’re committed to both safe and speedy delivery, and we’re proud to say that 90% of our deliveries arrive ahead of schedule. While we can’t guarantee specific delivery dates, we’re committed to getting your order to you as soon as we can.
In some cases we will be able to offer express shipping. Please contact our customer service team quoting your order number via:
- live chat
- E: info@naturae.com.au
- P: 0452 632 733
Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.
What should I do once my order has arrived?
Whether your project starts in a few weeks or a few months, we strongly encourage you to check your order within two (2) business days of receiving them. This is to ensure you have received the correct items and that they haven't arrived damaged or faulty, and to submit a claim if required.
Read on for a quick guide on how to check your order:
Step 1: Inspect your boxes
Your rolls will arrive securely packed in white boxes with brown security tape intact. If this is not the case, please take a photo and contact us immediately.
Step 2: Inspect your order
Verify the finish, colour, size and pattern match your order
Count the quantity matches your order
Check all rolls are labelled with the same shade and colour
Inspect for any defects or damage
In the unlikely event your order arrives damaged, faulty or incorrect, we will gladly EXCHANGE or REPLACE them. Refer to the returns, exchanges and breakages section for more information on the process or to submit a claim, please contact our customer service team quoting your order number via:
- live chat
- E: info@naturae.com.au
- P: 0452 632 733
Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.
Can I get a delivery to a PO Box address?
Due to logistical, weight, size and fragility reasons, we are unable to deliver orders to PO Box addresses. Please be aware that this is not something our team are able to cross check before shipment so please ensure you have entered a valid address.
Returns & Damages
Do you accept returns?
We do!
Wallpaper rolls: We accept returns for a refund (minus a 25% restocking fee) within 30 days of delivery.
• Return shipping to Naturae’s Warehouse is to be arranged and paid for by the customer.
• Goods must be returned in the original packaging, undamaged and in a saleable condition.
• Returns will not be accepted if the product has been installed or used.
• To be eligible for a return you must be a full paying customer. If you did not purchase the product, you are not eligible for a refund. A receipt or proof of purchase is also required. To lodge a return, please contact our customer service team quoting your order number via:
- live chat
- E: info@naturae.com.au
- P: 0452 632 733
Our customer service team are available to help 9am-5pm AEST Monday - Friday, excluding public holidays.
My order has arrived damaged/the products aren't what I ordered. What should I do now?
We’re so sorry your order isn’t what you were expecting. Rest assured we will do everything we can to get things back on track ASAP.
Please submit a claim within two business days of receiving your order and we’ll replace the affected items. Please include photos of any damage or issues (ideally with the products still in their original packaging) to help us identify the root cause of the problem.
How to submit a claim: all claims for breakages or incorrect items must be submitted using this form
Important things to note:
Rolls after installing
• We cannot accept any claims for replacement, repair or reimbursement once wallpaper has been installed, or claims for defect, size, shade variation or any other fault that should have been reasonably obvious before installing.
• It is the responsibility of the installer under the management of the builder and/or homeowner to check the rolls before installing them.
Terms & Conditions
You can check out our full T&Cs here (https://naturae.com.au/policies/terms-of-service).