FAQ

Orders, Deliveries and Returns

How long will it take for my items to arrive?

For standard delivery web orders, with product in stock at our San Diego warehouse, our goal is to ship your purchase within 2 business days. For Standard Ground shipments, most orders are delivered within 5-7 business days. We also offer 2nd Day or Overnight shipping for faster delivery on select items. For standard delivery orders placed in any of our store locations, with product in stock at our San Diego warehouse, our goal is to ship your purchase within 3 business days. We also offer 2nd Day or Overnight shipping for faster delivery on select items.

For standard, 2nd Day or Overnight orders placed online or in store, where product must be pulled from our retail store locations, our goal is to ship your purchase within 4 business days. Special orders take 4-6 weeks for delivery. This includes 3 weeks of production time, and 1-3 weeks in transit.

Which shipping carriers do you use?

We ship most orders via UPS. Special order items will be drop shipped by the service selected by our outside suppliers. We ask that you inspect your delivery upon its arrival. Required signature has been waived from our shipments for your convenience, but please contact us if you would like this added to your shipment for no additional charge. If you have any questions about how your items and special orders will be shipped and delivered, please call our Client Services team at (866) 623-6826  or email us at info@couleurnature.com

Where can I find details on shipping information?

Information on all shipping options and rates is located here.

How do you calculate your shipping and handling charges?

Shipping rates are calculated based on the price total of the merchandise in your cart, and handling fees are included. As closely as possible, our shipping rates are an accurate reflection of the rates that we incur from our shipping partners to safely package and deliver your order, and ensure that it meets the highest expectations. If you have any questions or concerns about how shipping is calculated on your order, our Client Services team will be happy to assist you. Please feel free to contact us at info@couleurnature.com  or call us at (866) 623-6826 . We are available to assist you Monday through Friday from 8:30 am to 4:30 pm (PT).

What is the return policy for online purchases?

View our Return Policy.

What is the return policy for store purchases?

View our Return Policy.

How long does my refund take?

Refunds for online orders are generally processed within 1-2 weeks of your returned merchandise arriving back at our warehouse. Since all our online orders require credit cards as the method of payment, your refund will be issued as a credit back to the same card used to make the original purchase.

How do I cancel my order completely?

Online orders may be changed and canceled within 24 hours of submitting the order. We regret that we are not able to modify or cancel orders for in-stock merchandise once they have been passed through fulfillment after 24 hours.. When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. If we are unable to cancel your order, you may always return your order to us for a full refund of the merchandise value.

In some cases, it is possible cancel backordered items on your order, since they are not scheduled for immediate shipment. To speak with our Client Services team to inquire about canceling or changing an order that's already been placed, please call us at (866) 623-6826  or email us at info@couleurnature.com . We are available to assist you Monday through Friday from 8:00 am to 4:00 pm (PT).

How will I know that you've received my order?

Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent as well, provided that we have an accurate email address.

How do I know if my items are available for immediate shipment?

If the item is not in stock, our client services team will reach out to you immediately with an estimate stock date, and an option to backorder or cancel.. Occasionally, we find that an in-stock item is damaged or defective when we fill an order – and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we'll strive to fulfill your order promptly; we'll also notify you immediately. This delay will not incur further charges.

What if an item is on backorder?

We make every effort to display the most current and accurate product inventory information. Occasionally, if we have had unexpectedly high demand for an item and it not available for immediate shipment, we will notify you directly with an estimate restock date.

How do I ship to an address other than my billing address?

Simply enter the desired destination on the shipping information page at checkout. Will I receive all the items in my order at the same time? We ship your items as they are available. If all of the items on your order are in-stock and ready to ship, you will receive them at the same time. If an item is backordered or delayed, it will ship separately, at no extra charge.

How do I use a promo code?

Enter the promo code in your shopping cart to receive a discount on your order. Discount excludes Hudson Grace Gift Cards. Not applicable to previous purchases. Only one promo code per purchase; not combinable with any other offers or resale codes. Shipping and handling charges still apply. Limited time only.

CREDIT & PAYMENTS

Do you ship overseas?

Yes we ship worldwide.

Why are orders shipped in California taxed?

Couleur Nature maintains office in California. Our physical presence in California requires us to collect sales tax on behalf of the state. State laws require sales tax to be collected according to the address where the merchandise is shipped.

When is my credit card charged?

When you place your order online, your credit card is charged once the order is processed. The funds are withdrawn from your account once the order is shipped. If an order that you placed is subsequently cancelled and not shipped, any charges will be refunded, and funds should be made available to you again within 2-5 days, depending on your bank’s policies.

Which credit cards do you accept?

Couleur Nature accepts Visa, MasterCard, Discover and American Express.

Is my credit card information secure?

Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.

GIFTS

How do I place a gift order?

During online checkout, you may enter the gift recipient's address in the shipping address fields. From there, you can also include a gift message; simply enter your message in the form provided on the address page at checkout. Your message will be printed on a signature Couleur Nature note card (not the packing slip) and enclosed with the order. Price tickets will be removed.

How should I handle returning a gift?

Please see our Return Policy for details regarding gift returns.

How do I purchase a gift card?

Gift cards are available for purchase in store and online. A gift message may also be included, simply specify your message at checkout.

How do I redeem a gift card?

To redeem a gift card online, simply enter the gift card code in the field provided in the shopping cart. Your gift card total will be applied as a method of payment to your merchandise total. You will be required to submit an alternate method of payment at checkout if there is any balance remaining over and above the gift certificate amount. Alternatively, you can place an order over the phone by contacting our Client Services team at (866) 623-6826 between the hours of 8:30 am – 4:30 pm PT. You can also email us at info@couleurnature.com at any time.

PRODUCTS

How do I wash my linen?

Linen actually benefits from frequent use, so don’t hesitate to bring out your new napkins for everyday occasions! All of our cotton and linen napkins can be laundered at home. We recommend washing in cold water with regular detergent free of any bleach products. If stains are present on the linen napkins, they should be treated immediately using a special linen stain remover.

Stains on cotton napkins may be treated with most off the shelf stain removers, however stay away from harsh solvents and bleaching products such as chlorine, peroxide or sodium carbonate.

Cotton and linen napkins may be dried in a machine dryer. We suggest removing while they are still slightly damp, giving them a good shake and laying flat. We love our napkins with a bit of body, but should you prefer to iron, do so immediately after drying for the best result.

Will My Marble Piece Stain?

Marble is a natural, porous stone so be careful not to leave water or liquid for long periods of time on the marble as it will soak in and possibly leave a mark. Many of our products can be used in the kitchen or bathroom, however please note that some soaps or lotions may contain acidic or oily components which may mark the stone and leave a bruised, shadow appearance. Please keep in mind acidic products such as lemons and vinegar, strong pigments like cumin or turmeric, and oily products may dull or stain the Marble. In saying this, stains usually turn a dull yellow or bruised gray tone - don't be scared to keep using your piece, it is merely a sign of good use and Love!

How do I Care for my Marble Products?

Marble is a fragile product, so please treat your Marble pieces with love as they are breakable. After use, wipe down the Marble with a neutral cleaner like a mild dishwashing detergent with warm water, and pat dry immediately.

 What if I have questions about your products?

Please contact us at (866) 623-6826  or email us at info@couleurnature.com between the hours of 8:30 am – 4:30 pm PT.

EMAIL SUBSCRIPTIONS

How do I change my email address?

Update your personal information on your accounts page, or email  info@couleurnature.com. You may also call us at (866) 623-6826  between the hours of 8:30 am – 4:30 pm PT. If you don't yet have an account with us, register here. If you are a returning customer having trouble accessing your account, try resetting your password.

Will you share my email address with others?

No, we keep all email addresses private.. How do I unsubscribe from your email list? You can change your email preferences here.

How do I change my email preferences? You can unsubscribe from our email list here. (It won’t be as much fun without you, but can always come back!)

OTHER QUESTIONS

How can I talk to someone to have a question answered?

To receive a personal response via email, please contact info@couleurnature.com. If you have a question that we did not address and would like to speak to our Client Services manager, please call (866) 623-6826 between the hours of 8:30 am – 4:30 pm PT, M-F.

Any other questions we haven't answered?

For questions we haven't answered, or information we haven't provided, please contact us at  info@couleurnature.com. We welcome your comments and suggestions, and love having you as a part of the Couleur Nature family!

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