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FAQs – Naturalistic Products
FAQ

Shipping

Where do you ship to?
We currently ship to the following countries:

Australia, Austria, Bahrain, Bangladesh, Belgium, Bosnia, Bulgaria, Canada, Canary Islands, Cape Verde, Chile, Croatia, Czech Republic, Cyprus, China, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Herzegovina, Hong Kong, Hungary, India, Iceland, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, Norway, New Zealand, Oman, Pakistan, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Sri Lanka, Spain, Sweden, Switzerland, Thailand, UAE, USA.

If your country is not listed, please send us a message and we will see if we are able to ship there.

Please note we cannot ship international orders to business addresses. For more information on this please email us at: team@naturalisticproducts.co.uk

Where do you ship from?
All orders are shipped from the UK. If your delivery address is outside of the UK you may incur customs charges to import your parcel. 
How much will delivery cost? How long will it take?
We aim to dispatch all orders within 2 working days after the order has been placed.

United Kingdom
We ship all UK deliveries with Royal Mail.

Delivery is free on orders over £40.

Standard Tracked Delivery is £4.69. This can take 3- 5 business days once your order has been dispatched.

Express Tracked Delivery is £6.49. This can take 1-2 business days once your order has been dispatched. Selecting express delivery has no bearing on the time it takes to process your order. The only way to guarantee next day delivery is to select Guaranteed Next Working Day.

Special Delivery Guaranteed Next Working Day Before 1pm varies depending on the weight of the order. Orders placed before 2pm Monday to Thursday will be dispatched the same day and be delivered the following working day by 1pm.
For Special Delivery to the channel Islands and Isle of Man please note delivery is 2 working days.

Tracking will be provided once the order has been dispatched. Please use the link provided to track your order or download the Royal Mail app.

Europe
The price varies depending on the weight and destination of your order. This price will be calculated at checkout. We ship via DHL and Royal Mail- available shipping methods will be displayed at checkout. Depending on the shipping method selected at checkout shipping time is 3-21 business days (including customs processing).

Please note we cannot ship to business addresses. For more information on this please email us at: team@naturalisticproducts.co.uk

Rest of World
The price varies depending on the weight and destination of your order. This price will be calculated at checkout. Shipping time depends on your specific location. We ship via DHL and Royal Mail- available shipping methods will be displayed at checkout.
Goods shipped internationally may be subject to customs charges and fees, dependent on the contents and value, which the recipient will be required to pay prior to the parcel being released. The customs authorities in the country of destination determine whether charges are due on imported goods and the thresholds applicable will vary in each country. We cannot advise as to what these charges may be or how long it will take for them to be applied, however the relevant foreign embassy or the customs administration of the overseas country should be able to assist on any customs related queries you may have. If you track your parcel via the tracking number we send you and you can see it has arrived in your country, it's very likely being assessed by customs. Please wait for them to complete this process or contact them directly to check the status of your parcel. We cannot speed up this process or advise on how long it will take. 

Please note we cannot ship to business addresses. For more information on this please email us at: team@naturalisticproducts.co.uk
When will my order be dispatched?
We aim to dispatch orders within 24 hours, but in some instances it can take up to 48 hours to be processed and dispatched. You will receive confirmation as soon as your delivery has been dispatched by email.
Can I collect products I want to order?
No, we are an online store and products can only be purchased through our website and shipped through our couriers. 
Will I have to pay extra taxes or duties before I receive my order?
We will collect taxes and duties at checkout so there are no additional costs to pay once we ship your order.

Returns

I've changed my mind, can I return my order?
Yes, we will accept returns within 14 days of your order being delivered to you. 

Please email the address found at the bottom of your receipt to notify us and we will advise you of the next steps. 

Returned items must be unused and resalable. Due to hygiene reasons we do not accept returns on accessories that have been opened. Please note, postage on returned items can not be refunded.

Please see our returns policy for more information.

I've tried the product I purchased and I don't like the results, can I return it for a full refund?
We can not refund items that have already been used. Not all products work for all hair types so we can not guarantee you will have perfect results. Maybe you have a family member or friend that you could pass these onto, or there are Facebook groups where you can swap used products.

Please see our returns policy for more information.

I've had a bad reaction to the products, can I return them for a full refund?
It is very important to perform a patch test prior to using any new product, even if the product has a lot of natural ingredients. We recommend performing a 24 hour patch test which involves putting the product on the skin of the elbow to see if causes irritation. If it does not, you will likely be fine to use the product. Please also read the ingredients for any known sensitivities, if you have had allergic reactions in the past always perform a patch test before use.

Please discontinue use immediately if you are allergic to any ingredients or do have a bad reaction and keep this in mind when you buy other products with similar ingredients.

We also recommend consulting a physician or doctor before taking any vitamins or supplements. Unfortunately we're unable to issue a refund if you have opened and used the product.         

Orders

The tracking says my order has been delivered but I haven’t received it, what do I do?
If the tracking confirms that the item has been delivered but you have not received your products, please contact the courier directly in order to investigate this issue.

We cannot be held accountable for packages where tracking information states the package has been delivered. We will do our very best to assist you but we will not be able to resend or refund anything until an investigation has been completed by the delivery company which can take between 2 weeks to a month. 
My order arrived damaged, what do I do?
We take every care to pack orders securely, but unfortunately damage can occur in transit. If this has happened please send us and keep photos of the damage including pictures of the box, packaging, products etc as well as the packing slip to team@naturalisticproducts.co.uk so we can fully investigate, within 14 days of receiving your order and we will look into this for you. Unfortunately we are unable to look into queries raised after this time. 
Can I track my order?
All orders are sent via tracked services. The tracking number will have been emailed to you once we dispatch your order. Please use this to track your order on the courier's website. 
Can I change the products in my order or the delivery address?
To make changes to your order please email team@naturalisticproducts.co.uk as soon as possible after placing your order. We will do our best to amend your order for you however this will not always be possible as we aim to dispatch orders soon after they are placed. We recommend double checking your order and shipping address are correct when you place an order with us.
My order has been returned to sender, what should I do?
If your order has been returned to us due to an incorrect address, refused or not collected in time, the return cost will be charged to you at the same cost as the delivery. If you would like your order reshipped to you this will incur another delivery charge. 
Why haven't I received my order confirmation email?
Order confirmation emails are automatically sent immediately after an order is placed. If you haven't received yours please check your junk mail first. If it's not there please email team@naturalisticproducts.co.uk with your name, order details and delivery address and we will look into this for you.
I am ordering from Russia, Brazil or Portugal, what do I do?
Please be aware you will need to provide your Addressee Identification Reference Number, it's required by the courier to process your order. Failing to provide this number will result in your order being cancelled. Please add your number in the notes section at checkout. 

Products

When will 'X' be back in stock?
If there is a product you're dying to try that we don't have in stock, you can enter your email on the product page to be notified via email as soon as it's back in stock. We have stock arriving daily so keep an eye out! You can also check our social media page for updates on arrivals of products. We’re unable to answer messages regarding when specific products will be back in stock. 
Will you be stocking 'X'?
We are always looking for new products so if you have any suggestions please message us using the contact form at the bottom of the home page.
Will 'X' work for my hair?
The honest answer is - we don't know!

Everyone's hair is unique to them and will therefore respond differently to different products. We can suggest products that may work well for your hair type, but it's often a case of trial and error and finding what works best for you. We try to obtain sample sizes of products so you can try before you commit to buying a full size bottle.

If you would like more assistance we will be happy to try and help, just use the contact us tab at the top of the page to get in touch.

Are the ingredients listed on 'X' correct?
While we do our very best to keep the ingredients list up to date, sometimes manufacturers tweak their ingredients without notifying us. Therefore if you would like to double check the ingredients of a product before purchasing, please email us at team@naturalisticproducts.co.uk and we will be able to provide you with the ingredients list. If you wish to return a product you have purchased from us because the ingredients differ we cannot reimburse the return postage costs. 
Can I try some samples before I buy the full size product?
We try to get as many sample sized products as possible, they can be found under the category tab.
Is your packaging environmentally friendly?
Our void fill packaging is made of 100% recycled material and is fully degradable, making it environmentally friendly. Just run them under hot water and they will dissolve!

The cardboard box can be recycled in line with your local recycling guidelines.

We don't include paper copies of your invoice just a small packing slip, saving countless trees' worth of paper every year, as well as water and energy usage. If you would still like a paper invoice there will be a link to download a PDF version at the bottom of the order confirmation email.

We're sure you'll agree these are positive steps towards reducing paper usage and protecting the earth's valuable resources!

Are your products genuine?
Naturalistic Products can guarantee that each and every product you purchase from us is brand new, undiluted, unaltered and 100% genuine!

We understand customers are becoming increasingly concerned with the authenticity of products on the market. Rest assured that you can order with confidence from us as we guarantee all our products are genuine and sourced directly from the brand or official distributors/wholesalers.

To give you complete peace of mind rest assured:

1. Our products are guaranteed genuine and are all sourced from the brand or authorised distributors/wholesalers.

2. Our products have not been interfered with, diluted or altered in any way.

3. Our products have not been used and then returned by other customers and inadvertently re-sold.

4. Our products are in the original manufacturer's box / packaging and sealed (where appropriate).

Payments

What are the payment methods available?
The payment methods currently available are Debit Card & Credit Card. 

You can also pay using Klarna or Clearpay.
Can I pay by Paypal?
At this time we don't accept payments via Paypal.
Can I pay over the phone?
We do not accept payments over the phone.

Business Enquiries

Would you be interested in stocking my product?
We are always looking for ways to expand, so if you feel your brand fits in with our store, please email us at info@naturalisticproducts.co.uk. We'd be happy to hear from you.

Do you sell products at wholesale prices?
No, we’re not a wholesaler so we don’t offer wholesale prices for bulk purchases.