PLEASE CHECK YOUR DETAILS CAREFULLY We make every effort to post orders as soon as possible, on the same day of purchase or within one working day. Please check the delivery address carefully when you place the order. The goods you order will be delivered to the dispatch address you give when you place your order. Once you have received your confirmation email, we can’t change the details of the order (product, quantities or delivery address).
If your delivery address is within the UK you can be pretty sure that we will use Royal Mail. Please be sure to contact us if you have not received your order within one week. We will be able to provide you with tracking information and hopefully tell you exactly where your parcel is.
If your delivery address is abroad, we send the order out using International Parcelforce and Royal mail, If you want tracked delivery then you will need to make sure you tick the correct box before placing you order. Parcelforce uses a secure tracked service to send your goods on to you in your foreign location. If you choose the tracked service and would like to know your tracking code then please get in contact with us and we will be happy to help.
If you do not use the tracked service we can supply you with a proof of postage but we can not sent it replacements if the items are not received! Also we retain the right to refuse high value orders when the tracked shipping is not selected. If you need your items sent out of the UK then please use the tracked shipping service!
OTHER POSTAGE OPTIONS If you need other services such Special Delivery for guaranteed next day delivery, please place the order over the telephone. Heavy items are sent by courier using a next day service, though they can still take days to reach more distant zones in the UK. If we are planning to send an item by courier we will get in touch with you first to acquire your telephone number as the couriers find this helpful. These additional costs are payable, but we will notify the customer of these higher dispatch charges in advance.
Sometimes an item is too expensive to send using our normal shipping rates such as BFPO or BFO addresses. In this case we will contact the customer and find out whether they are wiling to pay the ‘real’ cost or whether they would like us to cancel the order.
If the customer needs to return these goods, the customer will need to bear the costs of returning these goods to us, so please bear this in mind, especially when order items which are pricey to dispatch. You can always call and ask about the products before you place the order.
ROYAL MAIL DELIVERY Delivery time to the UK is normally 1 to 2 days for first class post and 2 to 3 working days for second class post. We do not send items out on the weekends.
LOST PARCELS Royal Mail will not deem a parcel to be lost until it has been in the postal system for a period of 14 days. Although it is highly unlikely deliveries will take this amount of time we are unable to dispatch a replacement or issue a credit or refund until this period of time has elapsed.
For delivery outside the UK, you will be responsible for obtaining all necessary licenses and complying with all applicable legislation and regulations in relation to the export of goods from the UK and the importation into your destination country. You will also be responsible for the payment of any applicable import duties and taxes but we may be able to advise you as to the likely costs.
CANCELLATION AND RETURNS POLICY
If you wish to cancel your order:
(a) you can notify us by email to firstname.lastname@example.org or by telephone on 0800 023 5008 before we have dispatched the goods to you; or
(b) where goods have already been dispatched to you, by returning goods to us in accordance with our returns policy below.
Our products are guaranteed against manufacturing faults, but not misuse. We can not accept returns of used items and we follow current regulations where cosmetics can not be returned once opened. Also personal items can not be returned after use such as sponges, combs, brushes etc. So please examine the items we send you carefully before you unseal them and start trying them, just as you would examine goods in a shop while you are deciding whether to buy them or not. If having examined the item and read the label and you decide it is not for you, you will be able return the items if they are unopened. In the same way, if you pick up an item in a shop which you don’t want, your would place it back on the shelf unopened and untried. If you need specific guidance before you make your purchase, please give us a call.
You will be held responsible for any damage or loss whilst items are being returned to us. You should insure the items being returned and we strongly recommend that you send them by Royal Mail Recorded Post, or a trackable courier.
On receipt of your returned goods we will authorize a refund or replacement. We aim to refund your card within 48 hours, but please allow a maximum of 14 days for refunds to be processed and credited to your account. If you used a credit card to make your purchase we will credit the same card number. If you made your purchase with a bank transfer we will refund you back to the same account, likewise if you have used Paypal checkout, we can only refund back into the Paypal account.
No right of cancellation, refund or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product, unless the product is defective and you are returning it for this reason. No right of cancellation exists for personalized goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective. We will not issue refunds for any items lost or stolen in transit to us.
Please contact us in writing before returning the item giving your name, telephone number, the order details and details of the defect.
Once we’ve agreed the refund or replacement, we will let you know how to return the item to us and, on receipt, we will arrange to replace or fully refund your order whichever you prefer. This covers any item acknowledged by us to be faulty, providing such faults have not been caused by misuse, accident, negligent handling or improper care of the goods – your product will need to be inspected before reimbursement.
Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
You are responsible for paying any postage or shipping costs incurred when returning the product. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return. Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving the returned product.
We will also refund the cost of standard or recorded postage incurred in returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
Inspect any package thoroughly before accepting/signing for it. In the unlikely event that your order is damaged in transit, keep the original packaging and contact us immediately with your order details and details of the problem. It is your responsibility to notify us of any damaged goods within 3 days of delivery. We will confirm how to return the item to us and, on receipt, arrange to replace or fully refund your order whichever you prefer. Your product will need to be inspected before reimbursement.
If you are not entirely delighted with the goods you have chosen, provided your purchase remains unused and in perfect condition and with all the original packaging we will be happy to accept the product back for refund or exchange up to 14 days after receipt without question. This refund does not extend to the cost of returning the goods to us and your product will need to be inspected before reimbursement. Goods returned damaged or not in their original packaging can not be accepted.
The refund does not extend to the cost of gift wrapping which is a one off service which can not be recouped.
This does not affect your statutory rights. You can read the regulation here http://www.legislation.gov.uk/uksi/2013/3134/made
The return address is Natural Spa Supplies Ltd, The Old Post Office, The Street, Weybread, Diss, IP21 5TL. Please get in touch with us before you return an item and we can guide you through the process and make it straight forward and fast for you. Tel 0800 023 5008 or mobile 07905 448499