Delivery & Returns Information
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We deliver to all UK and EU destinations. For insurance purposes, we cannot send orders to the US, Canada, Australia etc, nor to non-EU European countries such as Switzerland.
We can also deliver to your place of work or the recipient of a gift.
How quickly will you send my order?
We dispatch orders as quickly as we can. If you complete your order (including paying for it) by 1pm, Monday to Friday, your order should be dispatched that day.
If you have ordered after 1pm or at the weekend, your order will be dispatched the next working day.
If we are out of stock of an item, we will contact you to let you know as quickly as possible and let you know how soon we can get the item to you.
How long will my order take to arrive?
If you live in the UK and choose our UK First Class Service, you order should arrive 2 working days after dispatch.
If you have chosen our UK Express Service, your order will be sent out by FedEx next working day or (for some Highlands, Islands and other off-shore addresses) by Royal Mail Special Delivery.
Both these services are next working day, so orders placed before 1pm on a Friday will be delivered on a Monday and orders placed after 1.00pm on Friday and over the weekend will be dispatched on Monday, for delivery on Tuesday.
If you live in the EU, please choose our EU Airmail option. Delivery will be around 5-7 working days after dispatch but this can vary by country.
PLEASE NOTE – if you live in the EU but you choose a UK delivery service, your order will NOT be sent by Airmail. It will be sent by surface mail and may take up to 4 weeks to arrive.
Our UK First Class service costs £3.95 and is free for orders over £75 (2-3 working days for delivery).
Our UK Express service costs £6.95 (delivery 1 working day AFTER dispatch).
Our EU Airmail service costs £7.95 (delivery 5-7 working days after dispatch).
I need my order quickly, can you help?
Yes, please choose our Express Delivery service and your order will be dispatched on a next working day service. Orders placed before 1pm on a Friday will be delivered on a Monday and orders placed after 1.00pm on Friday and over the weekend will be dispatched on Monday, for delivery on Tuesday.
If you have any queries about your order, do call us on 01392 499 394 and we will be able to help.
Do you have the item I want in stock?
We hold stock ourselves of nearly every item we sell – you will see clearly in the product description if stock is held by our supplier or if we are waiting for a delivery.
In the unlikely event that we are out of stock of a product, we will let you know as quickly as possible. If we do need to send your order out in 2 parcels, you will NOT be charged any extra postage.
My order hasn't arrived, what should I do?
Sorry to hear that – we are lucky and have very few issues with the delivery services that we use but there can sometimes be unforeseen delivery delays.
If your order was an Express Delivery order, please call us on 01392 499 394 or email info@naturalnursery.co.uk and we will track your parcel for you.
If your order was a UK First Class order, please do check for any attempted delivery cards that your postman may have left and follow the instructions.
We also suggest that you ask your neighbours if the parcel has been left with them and ask your local sorting office as they may be holding the parcel for you.
Please do check with your Local Sorting Office (where your parcels come from, not where you buy stamps) as we have found that the vast majority of “lost” parcels are actually being held as the Sorting Office, even where no card has been left.
You can contact the Royal Mail customer services on 08457 740 740.
If your parcel is not with a neighbour or local sorting office and more than 5 working days have passed since your order was dispatched, do email us on info@naturalnursery.co.uk or call 01392 499 394 and we will do our best to help.
For additional information, please also refer to our terms and conditions.
Returns / Exchanges Information
I don't like the item, what should I do?
We hope you will be delighted with your order but if not, do let us know as quickly as possible.
If the product is not suitable and you received it less than 7 days ago, please return the item to us as quickly as possible unworn/unused and let us know what you would like us to do – an exchange for a different colour/size or a refund?
Don't forget to include a note with your name, address and order number and keep the free proof of posting receipt from the Royal Mail.
If you received your order more than 7 days ago but it is less than 30 days since you placed it, we will still be happy to refund or exchange if:
- The goods are returned to us in their original condition, in their packaging will all tags attached.
- If the goods have been used, worn (other than trying on) or the packaging is damaged/tags have been taken off, we reserve the right to make a reasonable deduction to cover this.
- The goods are received by us within 30 days of your order being placed.
How long to I have to make my mind up?
We offer a 30 day returns policy, so you have the chance to really look at the products before deciding if you want to keep them.
Unless the items are faulty, you must bear the cost of returning the item to us.
If you are returning the item(s) to us more than 7 days after you received them, we won't refund the original postage charge.
If you are returning faulty goods, we will refund the cost of Royal Mail Second class post.
My order has arrived, but part of it is faulty, what should I do?
We are very sorry to hear that. Please let us know as quickly as possible by email, info@naturalnursery.co.uk or by calling 01392 499 394 and we will do our best to help.
You sent me a free gift, do I have to return that too?
If the total of the goods that you are keeping falls below the free gift threshold of £40, then you must return the free gift in its original condition otherwise we may deduct the value of the gift from your order.
How do I return an item to you?
Please pack the items securely and use the pre-printed address label that came with your order and affixing the correct postage.
Please include a note with your name, address and order number and a note of what you would like us to do. A daytime phone number is useful too, in case we have a query.
Our address is:
The Natural Nursery
Unit 49, Exeter Business Centre
39 Marsh Green Road
Exeter
EX2 8PN
How quickly will you refund me?
We process refunds as quickly as possible and usually within 7 days or receipt of the goods but please allow up to 30 days.
Please note that Express delivery fees are not refundable if your order is returned for a refund, unless the item is faulty.
These conditions do not affect your statutory rights and in particular you should note that the Distance Selling Regulations apply to orders made over the Internet.
