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*COVID DELAYS*
All couriers are currently experiencing delivery delays due to a high volume of parcels in the network, along with new safety measures to protect their people and customers. Further to this, delays are also occurring as there are fewer domestic flights, international delays, and increased volumes as more people start shopping online.
*We ask for your patience during this time, please note we are unable to control any situation in delays occurred within the postal system.
CANCELLATIONS
Once an order is submitted, we are unable to change any details or cancel the order. Please ensure you check all details including name and address given are correct to avoid disappointment.
Delivery Options for UK
– Royal Mail 2nd Class (1 – 3 Working Days)
– Royal Mail 1st Class (1 – 2 Working Days)
*FREE UK shipping for orders over £20 (after any discounts or vouchers are applied).
*Shipping costs under any circumstances will not be refunded.
*Natteas takes no responsibility in damaged packages while in the care of postal services.
International orders (currently we will not be shipping to USA, Canada)
– Standard delivery (5-10 working days),
– Express – Available On Request – email via [email protected] before placing the order to confirm a cost of express international delivery.
INTERNATIONAL SHIPPING: CUSTOMS, DUTIES, AND TAXES
Many countries require the payment of duties, taxes, VAT or other international shipping fees and costs. Please be aware that you might be held responsible for any costs associated with the shipping, importing, customs, or taxes of the order.
It is your responsibility to be aware of your local import and customs laws. If your item(s) are seized by your local customs office, you are liable and will not be refunded.
REPORTING AN ORDER AS MISSING
In the unlikely event that you do not receive your parcel within the expected time frame (all orders have a tracking number) we ask that you let us know as soon as possible so we can work with our couriers to resolve the issue, in some instances it is not possible for us to raise an issue with a courier until the delivery has been missing for some time, when this happens we will work with you to resolve the issue by other means so that you are inconvenienced as little as possible by the delay.
DELIVERED PARCEL BUT NO DELIVERY.
If you have received a notification from the postal services/ saying that your order has been delivered, but you do not physically have the parcel, please contact the assigned postal carrier as per tracking link as they are whom have delivered your parcel. Also note; check for a collection slip as more often than not the postman will leave a collection slip for you to collect your parcel from the post office. Check with people you live with; they may have picked it up, check behind gardens, bins and pillars.
If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent ‘return to sender’ after 3 days and you will be responsible for postage charges for Natteas to return the parcel to you. Refunds will not be issued.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your tracking number shows that your parcel has been delivered, Natteas Ltd are not responsible for replacement and / or refund of the purchased order.
To return your product, you should send it to: Natteas ltd, 53 Coleridge Street, derby, DE23 8AB, England
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: NATTEAS LTD, 53 Coleridge Street, Derby, DE23 8AB, England.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
We are able to offer refund of an item only if the item is in its original packaging, undamaged. If there has been a change of mind, the process is that the customer is to return the item at their expense, within 30 days of their change of mind. A receipt and tracking link of parcel is required to be sent to [email protected].
Once the parcel is received in (time frame unspecified due to location and variation in carrier time frames), the item will be inspected for damage. If intact in its original undamaged state, a refund will be issued (minus cost of original shipping upon purchase) within 10 working days.
*Natteas does not offer refunds due to dislike of taste or efficacy.
*Sale items: Only regular priced items may be refunded. Sale items cannot be refunded.
*Personalized items cannot be refunded.
Refund for damaged items: Any customer who is concerned their product is damaged or faulty can contact us via [email protected], along with photo evidence to discuss further.
If items are lost in the post, Natteas reserves the right to send out a replacement however Natteas do require support from customers in the instance an insurance claim needs to be lodged.
NOTE: THE ABOVE TIME FRAMES ARE NOT REFLECTIVE OF COVID DELAYS.
Delays are currently expected worldwide due to Covid-19, this does not impact the dispatch timing of Natteas and we are still operating as per usual.
