SHIPPING & RETURNS
We work hard to fulfill orders received before 2 p.m. the same day (Mon-Fri, no bank holidays). You will receive an email confirmation once we have received your payment, then another once your order has been shipped containing full order details and tracking number information. Orders are shipped from our UK warehouse.
30 DAY MONEY BACK GUARANTEE
Made under strict quality controls, every effort has been made to make sure highest quality standards are maintained during the entire extraction process (Supercritical CO2).
However, if you are still not satisfied with our product quality, you have the option to receive a full refund on qualified, unopened, unused items within the first 30 days after making a purchase. You have nothing to lose and your satisfaction is our top priority.
We’re not happy until you’re happy!
If you have a Naturways account, you can check your order status anytime by clicking on “My Account” from the top menu. From there you will be able to view all information regarding your order status. For all customers, you will receive 2 emails. The first email will be sent once you place your order. The second email will be sent once your order has been packed and shipped. This email will contain your tracking number. You can track your order via Royal Mail, MyHermes or DPD, depending the shipping courier we use to ship your order.
How much does shipping cost?
Standard shipping to our selected areas is always free! However, prior to confirming your order, you’ll be able to select expedited delivery options and review the prices for each option.
- Second Class Postage Cost: Free (3-4 working days)
- Tracked 2nd Class Delivery: £4.95 (2-3 working days)
- First Class Signed for Postage Cost: £5.95 (1-2 working days)
- Spending over £60 will be sent “First Class Signed For”, so someone will need to be home to sign for it
- The delivery time frame for UK orders: 1-3 days for First Class and 2-5 days for Second Class
- We ship internationally to the European Union only.
- Economy: £7.95 (5-10 working days) Free Shipping spending over £100
- Express delivery: £24.95 (2-4 working days days) (Depending on country)
- Delivery times will depend on the country of destination and possible delays in domestic postal companies.
Countries we ship to:
Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Estonia, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom
When will my order arrive?
We work to fulfill our orders as promptly as possible. Our warehouse begins processing your order within few hours after it is submitted. Keep in mind that packages aren’t transported over Sundays or local public holidays.
Please note that our expected time frames are estimates and can vary due to factors outside of NaturWays Ltd., and the courier’s, control.
Will I be able to track my order?
Yes! You will receive a tracking number once your order has been dispatched from our warehouse.
What if my package gets damaged during delivery?
Please carefully examine your package as soon as it arrives. If any of your ordered products are damaged (whether visible or hidden) during transport, please report the damage to the carrier within 7 days. Transportation damage must also be reported to NaturWays Ltd. within 7 days of receiving your order.
From where are orders shipped?
All of the orders are being shipped from United Kingdom.
Will I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the pound amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.
NaturWays Ltd. cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
Customers that will place an order with an European delivery address, should not be subject to import duties as we will ship the products from our warehouse in England.
RETURNS & EXCHANGES
Do you accept returns?
As an important part of our value, we offer a 30-day return policy. You will receive a refund once the product has arrived back at our warehouse and we have assessed its condition. For return instructions, please contact our Customer Service at [email protected]
Shipping costs incurred during the delivery of your parcel will not be included in your refund.
In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
Do you offer exchanges?
Yes, within 30-days of receiving your order. As with returns, the item you wish to exchange must be in perfect condition, unused and unopened. You may exchange it for a product of equal or lesser value; we will refund you the difference for lower-priced items and bill you for the difference for a higher-priced product.
Please note shipping fees will be applied to the exchange, according to the destination.
I received the wrong product. What do I do?
We ask all customers to check your original orders and compare your product against the website when you receive it. If you believe you received the wrong item, or your order is damaged, please contact us within 7 days so we can work with you to correct the issue.
How do I know NaturWays has received my return?
We will send you an email confirming receipt of your return. Your refund will reach you approximately 3 to 5 days after that email.
If you have not received an email within two weeks of the date you shipped your return to us, please contact Customer Service with your order and tracking numbers so we can assist you.
How long does processing returns take?
Once we receive your email requesting the return, we will email you instructions about how to pack and ship your item. Once we have received the package, we will process your refund within 7 business days and send you a notification to the email address you provided with your transaction. Expect the refund to be reflected on your credit card or PayPal account up to 5-10 days after that point.