From ordering to payment and delivery to material and care instructions: Here you will find answers to frequently asked questions about our products. If you have any further questions, our customer service will be happy to help you.
We look forward to hearing from you!
Many of our products are unique and are made especially for us and in limited quantities. When we plan to restock this item, you can join the waiting list to be first in line for the next delivery. Just visit the product page and enter your email address to sign up!
No, you are not obliged to create a customer account with us in order to be able to order something. A guest account is sufficient. However, we recommend that you create a customer account with a password so that you can log in and process your order. In addition, the ordering process will be much faster the next time you place an order. We do not store your payment details at any time, regardless of whether you have a guest or customer account.
We ship all orders climate neutrally with DHL GoGreen. All orders with a value of at least 50€ are shipped free of charge within Germany.
For orders with a value under 50€ we charge 5,90€ shipping costs.
Items that are shipped as bulky goods will be charged 30,00€. This is also the case with normally free shipping. The information about this is shown extra in the product.
We also ship within the EU. You can find a list of the individual countries and the respective shipping costs here:
As soon as your order has left our warehouse, it will be delivered within 2 to 3 working days within Germany, and within 5 - 14 days for deliveries abroad.
We always pack as safely and sustainably as possible. Intact cardboard boxes are recycled and our filling material consists of recycled or recyclable paper. Most of our rugs and cushions are packed in high quality cotton bags.
RETURN AND EXCHANGE
Try our products in the comfort of your own home - we accept returns within 30 days of delivery.
When you make a return, all items ordered must be in new, undamaged condition. They must also be returned in their original protective packaging to ensure that the return arrives safely and intact.
Bed linen and towels must be unused, unwashed and in their original packaging.
This voluntary return guarantee is independent of the statutory right of withdrawal. Any restrictions only apply after the statutory withdrawal period has expired.
You can also cancel your order in writing by sending an email to firstname.lastname@example.org. You can find out more about this in the general terms and conditions in the right of withdrawal section.
In order to contribute to less CO2 emissions, we do not offer free returns and as a customer you bear the direct costs of the return.
In the event of an exchange or complaint, we will of course bear the return costs. We will also pay for returns that are explicitly counted as bulky goods.
We always recommend that you choose insured shipping when returning your order to us, as you will receive a tracking number that you can use to track the package at any time. We will inform you as soon as your return has arrived at our warehouse.
Once we receive your return, we will process it and refund you within 1-2 weeks using the same payment method you used to make the purchase. If you have any questions in the meantime, please contact our customer service.
Although we pack very carefully, damage can occur during the transport of an order. At Contact you will find a form where you can send us information about a damaged item. Please include your order number with your message so that we can help you quickly.
What material are your...
Our Peruvian blankets and pillows are made from 100% alpaca. This material is incredibly soft and warm - not to mention that it is hypoallergenic, so ideal for people with allergies or sensitive skin.
Our llama blankets come from Argentina. The llama fibre is clean, odourless and light. It stands out for its excellent insulating abilities. Compared to sheep's wool, llama wool is lighter and warmer. It does not contain lanolin and is also suitable for allergy sufferers. Llama and alpaca wool is odour and dirt repellent and therefore very easy to care for. The llama fibres used in our products come from the high mountains of the Andes and have the colour directly from the back of the llamas without any additional dyeing process.
For our coarser-meshed blankets and pillows, pompom cushions, flatweaves and knotted rugs, our artisan partners use the finest virgin wool from sheep known for their special warmth and softness. The type of virgin wool varies by region. In Argentina, for example, our partners use virgin wool from Patagonia or northern Argentina. Our wool usually comes from small sheep farms and is always processed by hand: It is sheared, washed, dyed with vegetable dyes depending on the design and spun by hand. Thanks to this artisanal process, our wool retains its natural properties.
Our Safari armchairs and stools from France are made from 100% vegetable tanned leather that ages beautifully like a fine wine and comes from one of the best tanneries in Italy. Only the highest quality hides from ethically sourced European grazing cattle are used.
Oak wood is noble, robust and durable. France has the most beautiful white oak population in the world and the solid French oak wood that is used for our chairs and stools naturally comes from responsible, sustainable forestry. The forestry production of oak wood is based on the principle of natural regeneration, i.e. it is very close to nature. Forestry is oriented towards the long term: The present generation provides the necessary resources for future generations and harvests what the ancestors have created.
All our basketry is hand-woven by artisans from an award-winning social enterprise in Malawi. They use dried palm fibres from the local Mulaza palm tree.
We only offer scented candles that are cast from 100% soy wax, use lead-free cotton wicks and are petroleum-, phthalate- and animal-test-free.
Yes, the majority of our items are made entirely by hand with care and time, in small communities, initiatives and craft workshops. The handwork makes each product unique with its own character and story. Some craft partners use stationary machines with function-related, handicraft activities such as wood turning.
Every article is produced in a resource-conserving, environmentally friendly and socially responsible manner.
We take great care to ensure that our products are reproduced realistically when photographed. However, as the resolution and colour settings of computer screens are often different, there may be subtle differences in colour nuances.
Our weavers work with 100% raw new wool. The wool in most of our rugs comes directly from the backs of sheep that roam freely in the dry forests surrounding their homes and bump into trees. The wool is thoroughly cleaned by hand before being hand-spun and woven on the looms. Nevertheless, occasionally plant debris, such as very small twigs, may remain in the yarn.
Although we inspect all rugs before shipping to our customers, small twigs and organic plant debris can occasionally be missed. If you find such things in your rug or Salta cushion, you can easily remove them with your fingers or tweezers. They can be safely pulled out of the fabric. However, never cut across the yarn with scissors as this may compromise the integrity of the fabric. If you have any doubts, please contact email@example.com first.
MAINTENANCE & ASSEMBLY
All our rugs are made from the finest natural materials. Each piece is carefully dyed and woven to ensure strength and durability.
To ensure that you get years of enjoyment from your carpet, please follow the advice below:
Underlay: Always use a non-slip carpet underlay under handmade carpets, placed on the floor and under the carpet.
Maintenance: Vacuum your carpet regularly. It is very important that vacuuming is done gently and without friction. Use the largest attachment on the hoover hose and make sure it does not have a brush.
Avoid direct, strong sunlight or other intense light as it can discolour the carpet over time.
Stain removal: Spills must be soaked up as soon as possible. Use a white towel, white cloth or white paper towel to soak up the liquid as much as possible, as this prevents the possible migration of dyes onto the carpet. Place the cloth on the stain and apply pressure from the outside to soak up the liquid and pull it out of the wool. Never rub a wet stain! Repeat this step until the liquid is absorbed. If the stain is still visible, apply a small amount of lukewarm water and pull it out using the method described above. If the stain cannot be removed with this method, have your carpet professionally cleaned by a carpet specialist.
Cleaning: Because wool is naturally self-cleaning and our rugs contain natural lanolin, they repel water and dirt. This makes wool items extremely easy to care for and lighter colours less prone to stains than other light fibres.
If cleaning is still necessary (over a long period of time or due to stains), we recommend that you only contact a carpet specialist and dry cleaner who are experienced and specialised in carpets.
Pom Pom Cushion:
Wash by hand with cold water and lay flat to dry. Do not iron. Alternatively, professional gentle dry cleaning is possible.
Merino wool cushion:
Please do not wash, bleach, tumble dry or iron! Only professional, gentle dry cleaning.
Nagaland cushion in cotton:
Professional, gentle dry cleaning
Airing instead of washing! Our Puna blankets are a purely natural product, naturally dirt-repellent and to a certain extent self-cleaning. Simply leave your blanket out in the fresh air overnight. This allows the fibres to regain their natural moisture. If a deeper cleaning is necessary, please use professional dry cleaning only.
Airing instead of washing! Our baby alpaca blankets are a purely natural product, naturally very dirt-resistant, easy to care for and to a certain extent self-cleaning. Simply leave your blanket out in the fresh air overnight. This allows the fibres to regain their natural moisture.
Please do not wash, bleach, tumble dry or iron! Only professional, gentle dry cleaning
Hand-woven merino blankets:
Because wool is naturally self-cleaning, it repels water and dirt. This makes wool items extremely easy to care for and lighter colours less prone to stains than other light fibres.
Please do not wash, bleach, tumble dry or iron! Only professional, gentle dry cleaning
When you order a Safari chair from us, we include simple assembly instructions in your package that will help you assemble your chair in just a few minutes. The assembly instructions are available in German and English.
We believe that an object is only as beautiful as the environment in which it is made. That's why we guarantee quality - not only in the products we make, but also in the lives of the craftsmen we work with.
Fair Trade certifications exist primarily for food products such as bananas, coffee, tea and cocoa, but also increasingly for textiles. The market for handicrafts and home accessories is comparatively small and unfortunately there are no defined standards yet.
By Native works closely with small social enterprises (many of which have won awards) and we ensure that every individual involved in the production process of our goods is treated with respect, works in a safe environment and receives a fair wage.
For us, fair pay means a payment above the defined Fairtrade standard. For us, this means a living wage instead of a statutory, regional minimum wage. A wage is considered living wage if it not only covers the costs of food and housing, but also enables investments in health and education as well as reserves for emergencies.
For us, working ethically also means that artisans can work in their own environment. By staying at home, they help to preserve their culture, their own heritage, the art of craftsmanship and, above all, their communities.
Fair trade ensures the dignity of artisans and helps women and men to become role models for their communities.
In addition, we invest 10% of our proceeds in artisan communities by providing grants for entrepreneurship development.
MORE ABOUT US
We don't have a specific recipe for finding great people. We look for people who are passionate about their craft and want to collaborate. This requires a lot of research outside the mainstream, meetings with non-profit organisations that have the interests of artisans at heart, and time on the ground.
Almost all product names are directly linked to the places where they are created and have a regional connection.
We are always looking for techniques we have never seen before and pieces that can be reinterpreted in a modern way.
We select countries for our collections based on their outstanding natural resources and history of craftsmanship and expertise in a particular category.
Because we sell exclusively online, we do not have the mark-ups that are common in the industry. Considering the amount of time and materials required to create our pieces, we offer the best possible prices to ensure that our artisans are paid fairly and that we can cover our operating costs.