BOTANICAL SKINCARE
Handmade on the Yorkshire Coast
Est. 2016
Natural | Plastic-Free | Eco-friendly
We still dispatch every day
DELIVERIES, RETURNS & REFUNDS
DELIVERIES
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We use national couriers as well as Royal Mail to ensure your order arrives safely and as quickly as possible.
We take full responsibility for your order until it reaches you. If something has arrived damaged, or you received poor delivery service for any other reason, please let us know at orders@freshnaturals.co.uk. All parcels are insured so we will be able to arrange a replacement and/or refund where appropriate (we may need to see proof of this before processing).
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ORDER PROCESSING & DISPATCH TIME
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After completing your order online, your chosen payment method will be charged. We endeavour to process and dispatch all orders placed before 12pm on the same day (working days only). Orders placed after 12pm on Fridays will be dispatched the following Monday morning. Our standard delivery timescales are 3-5 working days (please allow a little extra time around Bank Holidays and in the run up to Christmas).
If you need your goodies urgently, please email us at orders@freshnaturals.co.uk before ordering and we'll see what we can do. We're still looking into next day and weekend delivery options, so this may be available at checkout in future.
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MY ORDER HASN'T ARRIVED, OR THERE'S SOMETHING MISSING
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Delays are rare, however if you haven't received your order within 7 working days, please email us at orders@freshnaturals.co.uk so we can look into this for you. We will ensure a replacement is sent or refund arranged where parcels have gone missing and a proof of delivery cannot be retrieved from our couriers.
We double check every order before sending, however we do occasionally make mistakes. If there is anything missing from your order or you think we've sent the wrong product, please let us know as soon as possible so we can rectify it (unless it's one of our free gifts or samples - we send them on purpose).
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Your statutory rights of course are not affected and we abide by all UK Consumer Regulations. More info can be found in the Returns info below..
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RETURNS & REFUNDS
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CHANGED YOUR MIND?
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We want you to be happy with your items, however should you change your mind after purchasing, you can return most new, unopened products within 14 days of receiving your order for a full refund. We'll also refund the standard delivery costs (please note, if you upgraded your delivery, only the standard delivery fee will be refunded).
Just get in touch at orders@freshnaturals.co.uk with your order number, and let us know which items you would like to return, we'll provide instructions on how to return your items safely to us. Please ensure you look after any items you want to return, as damaged items, or items returned in a state that means we're unable to resell, cannot be refunded. A proof of postage for the return will be required, and your refund will be made within 14 days of posting (or earlier if we receive your items before then). We recommend sending your return using a tracked service, as refunds cannot be processed for returns lost in the post.
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DAMAGED, FAULTY, OR ITEMS NOT AS DESCRIBED
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Damaged Goods
We carefully package our products to minimise breakages and damage in transit. However, should you receive an item that is not delivered in a satisfactory condition, please email us details and photograph(s) showing the damage (and include your order number). We'll arrange a refund and/or replacement for the item(s) within 7 days of verifying the damage.
Faulty Items, or Not As Described
If you believe an item is faulty, or not as described please email us details within 30 days of receiving your goods. We may need you to return the item(s) to verify the fault, and for further investigation with our suppliers (so we can ensure it doesn't happen again). Full details will be provided if this is the case, and we'll cover any shipping costs. Once the fault has been verified your refund will be issued within 7 days. Please don't return items to us without our prior knowledge and/or request, as they may get lost.
If you believe we've sent you the wrong item, just let us know and we'll be happy to refund the cost of the item in question, or send the correct one at no extra cost. Occasionally, we may substitute an item in your order if our stock levels don't allow us to fulfil your order. We will always include a similar item with the same or higher value (and usually a few freebies as compensation). If you would prefer a refund for the original item, we will be happy to assist. Please let us know as soon as possible after receiving your order.
All refunds will be issued to the original method of payment.
Please ensure all returns are sent using a tracked shipping method, and only after we have asked for the items to be returned (to ensure your parcel doesn't get lost).
We pride ourselves on great customer service, both in store and online, and will always try our best to resolve any issues you may have. Should you feel that we have failed to do through our Refunds & Returns Policy, it is your right as a UK consumer to seek further advice from the European Commission Online Dispute Resolution platform. Details can be found by clicking here.
If you have any other questions about returns, refunds, deliveries or your items, please get in touch at orders@freshnaturals.co.uk quoting your order number (if you have one).
