Delivery & Returns
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 and postcode carefully when you place the order. The goods you order will be delivered to the dispatch address you give when you place your order. If you realise you have made a mistake, please call us during office hours on 0800 023 5008 so we can be sure we have received your message. We may be able to update the details before the order is sent. If you can not call please notify us on the Chat or by email, though we can’t guarantee to check every email in time. Once you have received your postal tracking email, we can’t change the details of the order (product, quantities or delivery address).
UK CUSTOMERS
When your delivery address is within the UK we will use Royal Mail for packages weighing less than 2kg. For heavier and larger orders we use a reputable courier such as Fedex. If you have ordered online you will receive a tracking code by email once your order has been processed. Orders are normally delivered promptly, but please be sure to contact us if you have not received your order within a reasonable time.
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. 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.
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.
HIGHLANDS & ISLANDS
While it is never an issue sending items less than 2kg to any part of the UK, if orders exceed 2kg, we must use a courier and they charge us much higher rates to the Highlands, Scottish Islands, Northern Ireland, The Channel Islands and the Isle of Man. Unfortunately we can’t always configure these higher charges on the website, so we will reach out to you with a quotation and you will have a choice whether to pay the supplementary charge or to cancel the order. The courier fees to these regions are typically £35.00, but we will try to obtain the best quote we can for you.
NON-UK CUSTOMERS
If your delivery address is abroad, we send heavy or large orders on a tracked service using a reputable courier or tracked Royal mail if the order weighs less than 2kg.
Sometimes an item is too expensive to send using our normal shipping rates such as BFPO or BFO addresses or in certain countries. 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 goods sent abroad, the customer will need to bear the costs of returning these goods to us, so please bear this in mind, especially when ordering items which are pricey to dispatch. You can always call and ask about the products before you place the order.
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 and we are unable to advise you as to the likely costs. If you refuse an order which we have dispatched to you because you fail to comply with requests from customs or the final delivery agent, or you refuse to pay customs fees, we are unable to refund our outbound postal costs.
Cancellation and Returns Policy
If you wish to cancel your order:
(a) you can notify us by email to mail@naturalspasupplies.co.uk 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.
Returns Policy
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 as well as items that have been used and handled such as the amphora etc.
You will be held responsible for any damage or loss whilst items are being returned to us. For items being returned though Royal Mail, we recommend using Royal Mail 48 and rather than paying for tracking, please just obtain a proof of postage. Keep the proof of postage in a safe place until you know that we have received the returned item.
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.
How to Initiate a Return
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, or if you prefer call us on 0800 0235008, so we are expecting your return. 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. If we send you a faulty product or the product arrives damaged, after checking your evidence, we will refund the purchase price of a returned product within 14 days of receiving the returned product.
Please let us know if you receive any unexpected items!
We will also refund the cost of standard postage only. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery fee.
Damaged Items
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. Sometimes, we just ask for proof that the product is damaged of defective and will ask you to text or email us the evidence.
Unwanted Items
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 30 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.
Cancelling and order and initiating returns does not affect your statutory rights. You can read the regulation here http://www.legislation.gov.uk/uksi/2013/3134/made
The return address to our head office 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 01508486715