Delivery & Customer Service
BUSINESS UPDATE - MARCH 2020 - COVID-19
Just to let you know we are still sending orders out as usual Monday - Friday. All of the team are now working from home and it is only my own 'household' that will be working in the office/warehouse (husband, teenagers from time to time - and the dog!)
We are lucky that our warehouse is based in a remote rural location (a beautiful farm in Wiltshire), and that we live within 10 miles of the office and travel here by electric car so have no need to go to a petrol station.
We’ve turned off our next day and tracked 24 services as we may struggle to meet those deadlines, but all parcels will still be sent by our standard Royal Mail Tracked 48 service so you can keep an eye on where your parcel is. Please be aware that parcels may take a little longer to arrive though (we know things are particularly bad following the Easter weekend).
We do also offer DHL delivery which is a next day delivery service - though we cannot guarantee that at this time.
Thank you for your continued support and do follow us on our social media channels to keep in touch. Stay at home and stay safe and healthy...
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 48 hour tracked 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).
Royal Mail ‘Tracked 48’ Service £2.95
This is our standard delivery option (that is free for orders over £30). You will receive a tracking number by text/email.
Orders received by 9am weekdays will be sent out the same day.
Royal Mail ‘Tracked 24’ Service £4.50
You will receive a tracking number by text/email. Orders received by 9am weekdays will be sent out the same day for delivery the next working day.
Next Day Delivery - DHL Courier £7.50
Order by 11am weekdays for next working day delivery. Orders placed after 11am will be sent the next working day.
Delivery by DHL courier using their next working day service. Deliveries will be made Monday-Friday and a signature will be required on receipt. DHL will be in touch with you directly once your parcel is collected from us. They will give you your tracking reference (waybill no.) and a link to their delivery portal (where you can choose to change the delivery date, address or to leave your parcel in a specific place).
International Tracked & Signed Delivery
£12.95 (or £10.00 for orders over £30.00)
We only offer tracked delivery to Europe to ensure your order arrives safely and in good time. Deliveries will be sent either by Royal Mail International Tracked & Signed Service, or by DHL Courier. You will receive a tracking number once your order has been dispatched.
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.
We are happy to confirm that all our parcels are sent with plastic free packaging. All your orders are packed up carefully by our dispatch team, using cardboard boxes, corrugated card or paper envelopes. Any padding used is paper or cardboard.
It is important to highlight 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. We do of course continue to feedback to suppliers where we feel they can make environmental improvements to their products - we’ve been on this journey for over 10 years and continue to push everyone we work with to produce the best products they can.
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!
If for any reason your order does not arrive as expected please email us on email@example.com quoting your order number, and we will investigate and do what we can to ensure it is with you as soon as possible.
Adding Delivery Instructions
Natural Gift Company orders are sent out by tracked Royal Mail or DHL courier delivery.
If you include a specific delivery instruction with your order (for example nominating a place for the parcel to be left if you are not at home) then we will attach a note with this information to the front of your parcel if it is being sent by Royal Mail. However please note that this is at your own risk and we will not be responsible if the parcel is left as requested but for some reason is then not received by you.
With DHL courier parcels our policy is not to attach delivery instructions. Instead we will ask you to log in to DHL’s portal to make such a request which you can do once they have notified you of your tracking information.
CUSTOMER SERVICE INFORMATION
We accept all credit and debit cards (except 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.
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.
Returns should be sent to:
Green Tulip Limited
Unit 1, Netherstreet Farm
Wiltshire SN15 2DS.
It is 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 returned 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. Should you prefer to receive an exchange, rather than a refund, please place a new order for the alternative item that you would like. We will then process a refund for your returned item.
A refund of the delivery charge will only be given if items are found to be incorrect, damaged or faulty. If we find that the product has not been returned to us in fully resalable condition, 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.
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 and beverages.
None of the above conditions affect your statutory rights when goods are faulty, or not as described.
Any Other Questions…
We hope this page has given you the information you need to know to successfully make a purchase from us. Additional information can be found in our terms and conditions, or simply email us on firstname.lastname@example.org if you have any questions.
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.
Thank you for choosing to shop with us!