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Here you’ll find all the answers to frequently asked questions. If you have any further concerns, feel free to contact us via the contact form.
How do I place an order in the online shop?
You will find our products by navigating through the website or typing in your search term in the search field.
If you have found the right product, put it in your shopping cart easily and quickly by clicking on “Add to Cart”. To do so, click on the shopping cart icon in the right upper corner.
On the overview page of the shopping cart, you see all the products that you have currently selected. Check them once again. Everything right? Then move on to step 2. If you haven’t been logged in yet, a log-in screen will show up. If you don’t have an account, you can create one or you can also order as a guest. Just type in your billing and delivery address.
When everything is filled in, you can proceed to checkout. At the end, you will find a summary of your order. If all the details are correct, please complete your order by moving on to the payment section.
Choose the payment method you prefer and enter your data. After reviewing your order for the last time, click on “Buy now”. Your purchase is then completed.
Afterwards, you will immediately receive an email with a summary/confirmation of your order. Your orders will be delivered according to our partners’ delivery period, stated on our website.
I don't know which size to choose. Can you help me out?
Since every person feels different about the right fit, it is difficult for us to give you concrete information on your size. Use our size chart in order to find your perfect size.
Can I order more sizes of the same product?
If you are unsure about the size, you can order more sizes of the same product, of course.
Is there a minimum order value?
There is no minimum order value in our online shop. However, please mind the shipping costs for non-EU countries.
How can I change my order?
We are trying to ship the orders right after they have been received, which makes a change of the order often no longer possible. If you wish to change something, please get in touch with our customer service to check your change request. Otherwise, you can return the wrong article and order a new one at the same time. You can return your orders after receipt anyway.
How can I cancel my order?
We are trying to process all the incoming orders as quickly as possible. If in doubt, please contact our customer service to get your cancellation request checked.
Can I place an order by phone or email?
It is not possible to order by telephone or email. All orders must be placed on our website.
Do I need an account to place an order?
A customer account is optional, but not required. If you prefer, you can also order as a guest. However, a free customer account provides you with a bunch of benefits:
You can check and track your orders anytime.
Your delivery address remains stored, saving you valuable time for future orders.
As a loyal customer, you will receive regular discounts and special gifts.
You can leave brutally honest reviews of products you have recently purchased, benefitting the community.
Is there a store where I can show up in person?
Unfortunately, we don’t have a store, so all the products are only available online. In return, you can shop 24 hours a day, 7 days a week in our online shop – anytime you want.
Where can I view my order history?
If you have a Natural AthletX account, click on “My orders” to see and reorder what you have previously ordered.
The product I need is currently out of stock. Is it still possible to order it?
No, it is not possible to order a product that is out of stock. However, we are trying our best to keep the stock up.
A product I have recently purchased is now reduced in price.
In general, we are trying to keep the prices in our online shop steady for a longer period. Depending on trends, stocks, seasons and sales campaigns, we are cutting the prices occasionally. These price cuts cannot be transferred to purchases that have already been completed. We also won’t adjust the prices, if they have been increased after a sales campaign had ended.
Why didn't I get an order confirmation email?
To receive an order confirmation from our shop, the order must be successfully completed . This also regards the payment process.
After your order has been successfully completed, you will automatically receive a confirmation email. Also make sure to check the spam file of your mail account. If you haven’t received the confirmation of your order, please get in touch with our customer service to get the process of your order checked again.
Will I receive an invoice for my order?
Yes, you will receive an invoice for your order by email.
Where does Natural AthletX deliver to and what are the shipping costs?
Flat shipping rate (packaging & postage)
EUR 4,95 shipping costs
Free shipping on orders over EUR 49,00
EUR 6,95 shipping costs
Free shipping on orders over EUR 69,00
EUR 14,95 shipping costs
Free shipping on orders over EUR 199,00
EUR 25,00 shipping costs
Free shipping on orders over EUR 299,00
I live abroad. Do I have to pay customs duties?
There are no additional customs fees for dispatching goods within the EU. Dispatching goods to non-EU countries, however, may result in additional customs and costs. Since customs vary widely from country to country, we cannot bear any of these customs duties. Your customs office will inform you about possible customs fees.
How will my parcel be delivered?
Since the environment is of utmost importance to us, every order will be packed in a carton box. Your orders will be delivered according to our partners’ delivery period, stated on our website.
I received my order but there are some items missing. What can I do?
If the delivery of your order is incomplete, please contact us via our contact form.
The amount of my invoice does not correspond to my shopping cart. What can I do?
The reason the amount of your invoice does not correspond to your shopping cart might be a shortfall in delivery. A shortfall in delivery takes place when you have placed an order and at the same time someone else was a bit faster than you were. This article cannot be delivered then. But don’t worry – you won’t be charged, of course. We are doing our best to get this item back in stock as soon as possible, so you can order it the next time.
What can I do if I receive damaged items?
If you have received a damaged item, of course you have the possibility to return it. Please note the type of defect. Afterwards, return the parcel to us.
If the defect is only a minor one, please take a photo and send it to us, so we can give you a discount.
If this item is currently in stock in our online shop, we will immediately replace it. Alternatively, we will credit your amount of invoice and bear the costs.
An item of my order is missing.
If your delivery is incomplete, we apologize for this mistake. In this regard, please get in touch with our customer service.
My delivery contains a wrong item.
If you have received an item you have not ordered, please accept our apologies for this mistake. Please return the wrong article and make a note on the attached shipping documents.
Can I have my order delivered to my work address?
We are delivering either to your home address or your work address. Keep in mind, however, that your parcel can be delivered any time. Please note that we do not deliver to post box numbers for security reasons.
Has my order already been shipped?
Usually, orders will be shipped within 24 hours. We will send you an order confirmation by email at the same time as the parcel is given to our shipping providers.
I've been waiting for my parcel for quite some time. What can I do?
Please contact our customer service. We will be glad to clarify where you parcel is.
Can I book a certain delivery day?
Unfortunately, we can not guarantee you a certain delivery day. The shipping of you order takes place according to our partner’s delivery period, stated on our website.
What are the delivery times?
The shipping of your ordered products takes place according to our partner’s delivery period. If the delivery time indicated has already been passed, please get in touch with our customer service.
What payment methods are there?
Credit cards (VISA & MasterCard)
Instant bank transfer
Purchase on account is not offered in our online shop.
How do the payments of these three methods work?
We are working together with Visa and MasterCard. The credit card payment takes place after the order summary has been reviewed. At the time of purchase, the total amount will be held in reserve on the cardholder’s credit card. The credit card will be charged as soon as the order has been shipped.
Instant bank transfer:
Instant bank transfer is a payment method that is similar to online banking. In order to use this method, you need the PIN and TAN number of your online bank account. The payment process is similar to an usual online bank transfer.
To pay with PayPal, you will need to set up a PayPal account. The payment takes place after reviewing the order summary.
Do the prices, stated on your website, include VAT (value added tax)?
All prices in our online shop include VAT, as well as all legal fees and charges.
When will I get my refund?
As soon as your return has been processed, we will credit the refund back to your account. If you receive a monthly billing statement, you will find the credit on your next billing statement. Usually, returns will be be processed no later than 2-3 working days after the return has been received.
Instant bank transfer & PayPal:
Usually, we will credit the refund no later than 1-2 working days after your return has been processed. It may take a few days until the refund shows up on your account.
By which payment method will I receive my refund, if I have paid with a voucher?
How your money is refunded depends on how you made the original payment. Please keep your voucher code safe, when paying with a voucher. In case of a return of your order, the refund will be credited on your voucher. You can use the voucher again in our online shop until your credit is used up.
How many days do I have to return my order?
You can return any unwanted, damaged or non-fitting items. Keep in mind that the items must be unworn and in original packaging with all tags and labels. You can send your items back to Natural AthletX within 14 days of receipt with a completed returns note. This is optional, but helps us to process your return properly.
Natural AthletX e.U. Eckermannstraße 15 4060 Leonding Austria
*You are responsible for the charges of the return shipping
You can return an item within 14 days. The easiest way to do so is to fill out the attached returns note and label.
Tell us the reason for returning the item with e-mail or write it on the delivery note. Send the items to:
Natural AthletX e.U. Eckermannstraße 15 4060 Leonding Austria
*You are responsible for the charges of the return shipping
Have you receied my return shipment yet?
As soon as we have received a return shipment, the receipt will be checked by a scanning-process. At the same time, the IT-system will send you an email, informing you about the receipt of your return shipment. Parcels moving within Europe are usually no longer than 7 working days under way. It might take a few days longer, if you send it from abroad. If the time period has been exceeded, please give us feedback.
What does 100 days 100% Money Back Guarantee Mean?
In case you are not satisfied with your product within 100 days, you will receive a coupon in the value of the purchased product. Please contact us at firstname.lastname@example.org.
How do I create an account?
You can create an account by clicking on the account-icon in the right upper corner or when reviewing the checkout page.
What are the benefits for Natural AthletX members?
New offers on a regular basis
Latest news and vouchers for your favorite brands
A birthday surprise
Newsletter full of offers and information about the latest products
What is a voucher code?
A voucher code is a personal code that is given away for special occasions. With a voucher code, you can benefit from exclusive discounts and special offers. In order to redeem your voucher, type in the code that has been sent to you in the field “Code“ on the first page of the shooping cart. Afterwards, click on “Redeem Code“ to get the new total sum. Be aware that vouchers can only be used once. What is more, vouchers are often valid for a limited time period.
Can I combine multiple voucher codes and discounts?
Discounts cannot be combined with any other discounts.
How do I subscribe/unsubscribe for/from a newsletter?