At Naturobotanica we aim to create a clear service, however, please take a look at our frequently asked questions to help you find the answers to questions you may have about our online store and the services and features we offer.
If you can't see what you are looking for or you need further help or if we are missing something please contact us.
PAYMENTS
• What Cards do you accept?
We accept payment by Visa, Mastercard and Amex.
• Can I pay by another method?
You can pay for your purchases by PayPal or G Pay. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.
• Do you offer subscriptions at lower prices?
Yes, please email us for a quote on the products you require.
• Can I pay with my rewards points?
Yes, you can redeem your points on both products and delivery if applicable.
ORDERING & REWARDS
• I do not feel confident using my credit card online. Are you secure?
Our site works to the highest levels of the information security standard in the ecommerce industry, known as PCI Compliance. We encrypt data when it is transmitted from servers to payment system providers.
• I forgot something... or can I change my order?
Once your order has been placed, we usually start processing it immediately, so it is not currently possible for us to change it or cancel it if you have received the order dispatch email confirmation. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.
• This is a gift. Is the price included in the delivery?
No, we include a delivery note with no prices, just a confirmation of the product/s ordered and invoice and delivery address.
• Do you have gift Vouchers?
We do not currently have gift vouchers but hope to do so soon.
DELIVERY
• What are your delivery options?
Currently Naturobotanica only uses Royal Mail Standard delivery.
• Where do you deliver?
We only deliver to addresses within the Uk
• How long does it take to receive my order?
Our hours are Monday to Friday and we will despatch the order within a couple of days from London via Royal Mail Standard Delivery. Delivery times may vary depending on Royal Mail but they are usually excellent. On average 3-5 working days.
RETURNS & EXCHANGES
• Can I return the goods I have received?
Naturobotanica Ltd will your offer a refund on unopened items returned to us within 28 days of receipt provided they are in their original resalable condition. Simply return the item/s to Naturobotanica in their original condition within 28 days of receipt following our Returns procedure.
• Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item/s free of charge.
• Why have you not refunded the delivery charge?
Delivery charges are non-refundable.
• There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect, or missing, please contact customer service team immediately. Quote your order number, your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.
• How long will it take to receive my refund?
Your payment for the goods will be refunded by Naturobotanica Ltd as soon as possible by the original or agreed payment method, no later than 14 working days after we have received the goods.
TROUBLESHOOTING
• Unable to add a product to basket
If a product is in stock, but you are unable to add it to your basket, you may need to clear your browsers cache, or open a new incognito browser and add the product from there.
• Voucher code not working
Ensure there are no spaces either side of the code. If you are still having trouble, please email us and we can apply the discount to your order.
OTHER
• Eco Packing Chips or Peanuts
At Naturobotanica we care about the environment. All packaging is recycled, and we also use biodegradable packing chips that you can simply dissolve in water. Your order will come in as small a box as possible for easy recycling.
• There are other products in my order
Naturobotanica works directly with suppliers so free samples and reading materials are sometimes included.