Delivery & Customer Service
The Natural Gift Company is fully committed to giving our customers excellent customer service. In today's hectic world we understand that you would like a straightforward and hassle free shopping experience and we will do everything we can to ensure this is the case. After all - as a company that believes in treating our suppliers fairly and with respect it seems only right that we treat our customers in the same way.
We have a number of delivery options to meet your specific needs. We also offer free delivery by first class post for orders over £30 (product value must be £30 to qualify for free delivery - gift wrap service will not be included in this total).
FIRST CLASS POST (free over £30) - £2.95
Delivery by Royal Mail First Class Post. Orders received by 9am are sent out the same day. This is not a tracked service.
NB: We often choose to send orders with a value over £75 by DHL courier. If this is the case we will inform you by email when we dispatch your parcel.
SIGNED FOR - First Class Post - £5.50
Delivery by Royal Mail First Class 'Signed For' Service. A signature will be required on receipt. Orders received by 9am are sent out the same day.
NB: This is not a tracked service but we will be able to obtain proof of delivery for you if this is required. We recommend this service for business addresses.
Further information about Royal Mail Deliveries
Items sent by Royal Mail First Class Post are usually delivered within 1-3 days. If you have not received your delivery after a few days you could check with your local sorting office to see if the postman/lady tried to deliver while you were out. If this is the case, a red card should have been put through your door to advise you – or the parcel could have possibly have been left with a neighbour or in a safe place outside? You could also ask your regular Royal Mail postman/lady if he or she has seen it (if you can catch them!).
Royal Mail’s policy is that they only try to deliver once, and then it is up to the recipient to collect it from their local Sorting Office. Unfortunately we are unable to track any deliveries by First Class Post, so we cannot do anything to find out where it is. If you chose the signed for service we will of course check to see if someone else has signed for your delivery and pass that information on to you.
We are unable to raise any issue with Royal Mail until 10 working days (including Saturdays) after a parcel was sent so we will need to wait until then before they will consider it as a 'lost delivery'.
EXPRESS - DHL COURIER (order by 11am for next working day delivery) - £7.50
Delivery by DHL courier using their next day service. Orders received by 11am are sent out the same day.
Deliveries will be made Monday - Friday only and a signature will be required on receipt. You will receive the tracking number directly from DHL by email once your order has been dispatched.
Please note that orders placed on a Friday will be delivered on a Monday; and that orders placed over the weekend will be sent out on a Monday for delivery on a Tuesday.
(We use a signed for, next day courier for this service and though 99% of deliveries arrive the next day we cannot absolutely guarantee this as the delivery service is out of our control.)
We have two delivery options to for delivery to European countries:
ROYAL MAIL INTERNATIONAL STANDARD - £7.95 (or £5.00 for orders over £30.00)
No tracking available. No compensation available in unlikely event of lost parcel.
ROYAL MAIL INTERNATIONAL TRACKED & SIGNED - £12.95 (or £10.00 for orders over £30.00)
Full end-to-end tracking, signature on delivery and online delivery confirmation.
For both options delivery is in approximately 3-5 working days.
** Please note if when packed your order weighs over 2kg we cannot send it using Royal Mail. If this is the case we will contact you to inform you of the additional payment for DHL courier delivery. If you are not happy to pay the additional amount then we will cancel your order and refund it in full.
Delivery Outside Europe
The website is currently set up for delivery within Europe only due to the wide range of products we sell and different rules for exporting different products to countries outside of Europe.
Please read through the above information for further details on each delivery method. If for any reason your order does not arrive as expected please email us on firstname.lastname@example.org, quoting your order number, and we will investigate and ensure it is with you as soon as possible.
Making A Purchase
The most straightforward way of making a purchase is through the website. As you browse the shop, click on any items that you wish to buy to put them into the shopping basket.
After you have finished your selection, click on "my basket" and you will be asked for a few personal details that we need to be able to fulfil the order. The first time you order from us you will have the choice of shopping as a guest or setting up an account. The account simply holds your personal details and has no credit function - it also means future orders are much quicker to place as we already have a lot of the information we need.
Once you have paid for your order (see below) you will receive an automatic email confirming your purchase. This will give you a chance to check your order, and will give you an order number to quote in any correspondence. Please contact us by replying to the email if there are any changes or if you have any questions.
We try very hard to keep all items in stock, but in the unlikely event one of the items you have ordered is unavailable we will email you directly as soon as possible and ask you whether you would like the amount refunded or would prefer to wait for the item to come back into stock.
We accept all credit and debit cards (including American Express) and your payment is processed by Sage Pay. We have chosen to use Sage Pay as they have achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI) and they adhere to the most stringent levels of fraud screening, ensuring that customers' details remain secure throughout the transaction process.
Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resalable condition. If we find that the product has not been returned to us in fully resalable condition (eg. the raffia/lable on a gift box or basket has been removed, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.)
Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging. It would be useful to include a note explaining the reason why you wish to return the goods, whether you would prefer us to send you a replacement or process a refund, and your contact details in the event of any queries. It is also a good idea to obtain proof of postage (a certificate of posting is available free of charge from the Post Office) and keep it in a safe place in case you need to claim compensation from the carrier. We regret that we cannot accept responsibility for goods in transit from our customers. Please note that the costs for returning the item to us are non-refundable, unless you are returning an item because of an error on our part or because it is damaged or defective. In these cases we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.
Once the item has been received by us we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested. A refund of the delivery charge will only be given if items were incorrect, damaged or faulty.
In the interests of hygiene, we regret that the following items are non-returnable unless faulty; toiletries, (unless, as some ranges do, they have an unbroken seal – please email us to check which ranges this applies to), and food.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
As you would expect we try and reuse as much packaging as possible to ensure we have minimal environmental impact. Almost all our orders are sent out in the boxes we receive our stock in from our suppliers, and we also reuse many of their packing materials too. However, there may be an occasion when a particular product or order is of an unusual shape or size, for which finding appropriate re-used packaging is a challenge! In this instance we do order in a small amount of biodegradable bubble wrap, biodegradable plastic mailing bags and sustainably produced kraft boxes (for the gift baskets) which we can then use to package your order.
If you have a particular preference for your order to be dispatched in packaging which is plastic free, please let us know by ticking the option at checkout and our Dispatch Team will package your order with paper or card which can be easily recycled. However, it is important to note that any plastic or shrink wrap on a product produced by our suppliers to keep it clean and protected, will not be removed by us. This will remain intact to ensure that your order arrives with you or the recipient in the condition it has left us, and also in case of any returns so that it is in a saleable condition. The only time we would ‘add’ any packaging is if for example your order includes a scented bath melt and some chocolate. We would wrap one of the items (usually the soap/melt) in plastic packaging to ensure the fragrance doesn’t spread across to the chocolate – after all we’re sure no one enjoys chocolate that tastes of soap!
Any Other Questions…
We have tried to keep this customer service page short and to the point, whilst still giving you the information you need to know to successfully make a purchase from The Natural Gift Compnay.
If we fall short of our promised level of service in any way please don't hesitate to let us know. We are always happy to hear any suggestions on how we can improve - in our small, constantly evolving business changes are easy to make.
Additional information can be found in our terms and conditions, or simply email us on email@example.com if you have any questions.