Delivery & Returns

We love packing your orders and we aim to have them on their way to you as quickly as possible – after all, when you need your gorgeous skincare..! Our delivery options are set out below so that you can choose the best service for you.

(Please note: If you have not received your parcel within the estimated delivery times shown below (a maximum of 5 working days after you have placed your order), please let us know straight away. Beyond that stated time we are unable to take responsibility for and therefore cover the cost of lost or misdelivered orders.)

UK Delivery Options

Options

Delivery

Cost

Royal Mail 1st Class Tracked*

Estimated delivery within 2-3 working days

£3.50

Courier DPD Local**

Next working day (mainland UK)

£6.50 or FREE* over £50

UK Offshore Courier DPD Local

Estimated delivery within 5 working days

£18

 

Royal Mail 1st Class Tracked*

Royal Mail 1st Class Tracked to UK addresses including the Islands and Highlands is £3.50 Deliveries are Monday to Saturday excluding UK Bank Holidays.

Courier DPD Local**

Courier DPD Local is £6.50 or free of charge for orders £50 and over to UK Mainland addresses excluding the Islands and Highlands. Deliveries are Monday to Friday, excluding UK Bank Holidays.

** You can track your order via a tracking link in your confirmation email. In most cases DPD will provide a one hour delivery window, notified by SMS or email, so you don't have to wait in all day. A signature is required so please choose a delivery address where someone will be present to accept delivery and sign for it. If not where applicable, please specify the neighbour that you would like your parcel left with in the notes box at checkout. Please make sure that if you are not in when your parcel is delivered and you are left a card by the courier that you respond to the card left in order to receive your parcel. If you are having any difficulties please email us and we will do all we can to resolve the issue with the courier. Not responding to a missed delivery might mean your parcel is returned to us and that may incur a charge to you for both the returned parcel and the re-sending of your order.

UK Offshore Courier

UK Offshore Courier is a 3-5 working day option, Monday to Friday excluding UK Bank Holidays to Northern Ireland, Channel Islands, Isle of Wight, Isle of Man, Scottish Highlands and Islands and the Scilly Isles. Postcode prefixes: Northern Ireland - that is postcodes starting BT. All of the Isle of Man - that is postcodes starting IM. The Isle of Wight – postcodes PO30-41. The Channel Islands GY and JE postcodes, Scottish Islands, HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3, Scilly Isles, TR21. Also some of the Scottish Highlands - postcodes AB31, AB33-38 & AB44-56, FK17-99, G83, IV1-28, IV30-39, KW1-14, PA21-33, PA35-40, PH18-26, PH30-42.

In some instances, when you order a few items (for instance if you want to try one before you buy more), we may be able to send orders (under £50 in value, and up to 4kg in weight) more cheaply via Royal Mail. If you place your order, we will refund any difference in postage costs back to your card as soon as we process your order, or please contact us at hello@naturesline.co.uk If your order is large, and the shipping cost is considerably more, we will contact you before we proceed to ensure that you are happy to pay the additional costs, and once we have spoken with you, will send you an additional delivery payment request.

If you have any questions, please contact us at hello@naturesline.co.uk or call us on 01386 791 055

At this time we do not ship to addresses outside of the UK

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Returns & Refunds

Returns Policy

Please contact us via email hello@naturesline.co.uk if you feel you need to return any items you have ordered from Natures Line. We will always do our best to make sure you are happy and satisfied.

If you change your mind and decide you do not want the goods, your statutory rights allow you to return them for refund, provided the goods are unopened and returned within seven days. Please email us before you return any item/s to ensure the correct procedure is followed.

Once we have been in contact regarding your desire to return your item/s, you will be responsible for the cost and safe carriage of returning the parcel, so please ensure that you are returning unopened, undamaged goods, and the goods are packed correctly.

We recommend you obtain a "Proof of Postage Certificate" from your postal provider, since we cannot be held responsible for parcels lost on return to us. We recommend you use a registered postal system to ensure safe delivery.

Once we have the product safely back with us, we will refund you the cost of the products, back onto your card or paypal account. If you need help to organise the return of an order, we can do that for you, and we will refund you for the goods, less the collection charge.

Please note that in some cases, where the correct returns procedure is not followed, you may incur an administrative charge.

Damaged Orders Policy

If your parcel has been visibly damaged in any way on it's journey to you, please make a note of this when you take delivery of, or sign for, the parcel and notify us immediately (the next working day at the latest so that we can claim against the courier). Please inspect all items ordered immediately upon receiving them.

Damaged or faulty goods will be refunded in full (including postage) or goods exchanged and postage refunded. Unfortunately we cannot refund or exchange used or customer damaged items (customer's statutory rights not affected).

Our Packaging

To be as eco-friendly as possible and to keep your orders safe on their journey to you we:

  • reuse boxes wherever possible
  • use 100% compostable, biodegradable corn starch eco bibbles (which will dissolve if they get wet)
  • paper filling
  • fully recyclable air cushions
  • recyclable plastic delivery bags

Holidays

Natures Line a family company so occasionally we need to take time away from the business. When this happens, we will give as much notice as possible via e-newsletters and social media sites to make sure that you have all you need while we are not open. Once we re-open, we will process all orders as fast as we can to ensure that you have your products very soon.