HOW CAN WE HELP YOU?

FAQ's

How many languages is it possible to browse in?

Terra Nation browsing languages are: English, German, Greek, Spanish and Italian.

Are out-of-stock items restocked?

If an item is out of stock, we will try to restock it as soon as possible. If no stock is available, it will be removed from the website.

Is it possible to receive periodic information via email about Terra Nation latest new products and offers?

Yes. By subscribing to our Newsletter you will receive information on Terra Nation's latest products and events.

Can I cancel my Terra Nation Newsletter subscription?

You can easily cancel your subscription by clicking on the Newsletter menu. Fill in the details and select send

How do I make a purchase?

1.            When you’ve found a product you like, make sure you check product specifications such as size and color.

2.            When you’re ready to place your order, you can click “Add to Cart” and continue to the checkout, or you can add the product to your cart first and continue shopping.

Note: once the order has been paid, you are unable to change the shopping address. However, you can contact us to send any updates.  

Do I need to set up an account to place an order?

No, you don’t. However, setting up an account when you check out will allow you to search your order history, easily start a product return or warranty claim, and easily gather info about your past purchases.

How do I create a terra-nation.com account?

It is a very simple and easy procedure. What you have to do is simply click on create a new account tab and you will be guided through the process

Is my personal information kept private?

Data protection has always been a top priority for us.  Terra Nation is using the latest safety protocols that guarantee your personal information safety.

I've forgotten my password - what should I do?

You can always request for a new a password by clicking on the “forgot password” tab. A temporary password will be sent to you, that you have to change when you login again into your account.

How do I edit my personal details?

First login in into your account and then click on the edit my personal detail tab

How do I cancel my order?

For order cancellation you should contact us at info@terra-nation.com 

How do I use a coupon?

Each coupon can be used at the check-out. Simply use the coupon when you’ll be asked.

Can I use more than one coupon?

Unfortunately, not. You can use only one coupon at a time.

What are the benefits of registering?

By registering you become a part of our exclusive member club and will enjoy many benefits like, special discounts, pre-ordering rights, access to selective limited products and many more. 

What kind of payments do you accept?

Credit Card (Master Card & Visa) and Paypal

How does Terra Nation protect my payments?

Pay securely with your credit card without exposing your details. When paying online, your details are protected by VeriSign SSL encryption (the highest level of protection commercially available) in compliance with the PCI-DSS standards.

How can I choose the currency I pay in?

We accept payment only in Euro €.

Which destinations does Terra Nation ship to?

We ship worldwide but for shipments outside the European Union you need to contact us first for a delivery quotation.

Do you ship to PO boxes and freight forwarding addresses?

We can ship to any legitimate address that you will give us.

How long does delivery take, and how much will it cost?

Standards deliveries take about 4-5 working days, however delivery time depends also on various factors like product availability etc. For orders more than 60€ no delivery surcharge applies, otherwise you will be charged with 15€ for delivery within the European zone.

Do you offer same day delivery in Athens?

Unfortunately, not.

Do you offer same day delivery in Germany?

Unfortunately, not.

What happens if you deliver whilst I am out?

The courier service will leave you a note to contact them and arrange a new appointment at your earliest convenience

What delivery method options are available?

We only use courier services

What are the delivery rates?

Delivery rates are the amount of money that you’ll be charged when your order value is less than the required amount for free delivery. If you ordering outside the European Union you need to request a delivery quotation prior your order 

How much duties and taxes will I have to pay?

All duties and taxes have been already included in our prices

Does Terra Nation ship to multiple addresses?

No, there should be always only one delivery address

I have not received my order. What can I do?

For your order you will receive also a tracking number, use this tracking number to track down your order. 

I have paid my order. Why does the order status still say Awaiting Payment?

If the issue continues you can email us at info@terra-nation.com and we’ll look it up for you

The product I received does not match the description. What can I do?

Please as soon as you identify that the received product doesn’t match the description of the one that you ordered, email us at info@terra-nation.com and we will send you a replacement or refund you the money.

I received my order after getting a refund. What should I do?

Please email us and we will arrange the pick-up and return.  

What holidays will delay my shipping?

Ship dates may be delayed due to warehouse closure on certain dates. We will post a notice on the site and social channels on those dates.

Can I change or amend my order once it has been placed?

Contact us as soon as possible and we’ll do our best to help you.

How can I track my order?

You will receive an email when your order will leave our warehouse. You can also check the status of your order by logging into your account. 

What do I do if my product is defective?

We offer 2 years warranty to all our products. In the unlikely event of a defective product please sent us an inquiry together with the necessary documentation, photos of the problem and purchase receipt and we will replace you the product.

Can I cancel an item from my order?

Contact us as soon as possible and we’ll do our best to help you.

My order did not go through but I think you have charged me

Please email us your order number and we will solve the issue as soon as possible

I have received my order but one of the items is missing, what do I do?

Please contact us in order to resolve the issue

I have received an incorrect item in my order, what do I do?

Please email us and we will arrange the pick-up and return.  

How is my order packaged?

We take great care to guarantee the safe transport of each Terra Nation item

Are all Terra Nation products available for purchase online?

Yes, all Terra Nation are available for purchase online.  In fact there are Terra Nation limited edition objects which are exclusively available at the www.terra-nation.com

Does Terra Nation have seasonal sales?

You can subscribe to our newsletter and be informed for our seasonal sales; alternatively you may follow our social channels for all updates, offers, events and news

Where can I find information on your sustainability commitments?

Check our Who We Are page for our social responsibility actions

Do other websites sell authentic Terra Nation merchandise?

All our partners are listed in our Find a Store near you page.  They all sell authentic Terra Nation merchandise

How do I find out where my nearest Terra Nation stockist is?

You can find the closest retailer carrying Terra Nation products in our help drop down menu or you can email us at info@terra-nation.com

What if I need extra help or advice about a product purchase?

You can email us at info@terra-nation.com and we’ll try to help you further

Why doesn't your site work with my browser?

Ordering from our site requires the use of an SSL-compliant browser. We recommend using the latest version of Google Chrome, Microsoft Edge (preceded by Internet Explorer), Apple Safari or Mozilla Firefox. If you're using early versions of the browsers listed, we can't guarantee that all our site features will work correctly. You'll need to turn on cookies in your browser preferences too.

What size of beach shader/ beach umbrella fits my needs?

We produce a wide variety of beach shaders and umbrellas to hopefully fit a wide variety of needs. We recommend selecting your beach equipment based on the maximum number of people you want to fit.  For example, a REKA KOHU (Ultra, Plus or Classic) is designed to give shade to 3 adults. Each tent offers its own benefits, so give our customer service team a call if you want a point in the right direction!

How do I open and close my beach shader/ umbrella?

Visit our YouTube channel  and check on the assembly videos that we prepared for you.  You can also find the link to these videos in each product page on our website, if this is more convenient for you.

What is the warranty of Terra Nation products?

All Terra Nation products are sold with a customer friendly 2-year limited warranty

How can I clean my beach shader/ beach umbrella?

Carefully wipe exterior with water and avoid cleaning interior with anything that may harm its sun-blocking coating

How can I clean my bag?

Depending on the bag, you may use a wet cloth, water and soap or dry clean only.  Always check the information accompanying your bag.

Do I need to use both the sand pockets and pegs when using my beach shader?

It depends on the wind.  To make sure you always secure your shader/umbrella on the ground we additional offer a collection of products to enhance its ground immovability.  You will find them in Accessories

Where are Terra Nation products manufactured?

All Terra Nation products are designed and developed in our Creative Offices in Greece.  Production of our products takes place overseas and the finished goods are imported back to either our Creative Offices in Greece or our corporate Headquarters in Germany before they are sold to our customers. 

Where can I find spare parts?

Unfortunately we don’t offer spare parts

Can I use my beach shader on pebbled beaches?

Our shaders can be used on any surface, beach, grass or pebble. In any case please make sure that you follow the usage instructions provided.

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