Shipping/Refund Policy

SECTION 1 – WHAT HAPPENS WHEN I PLACE AN ORDER?

When you place an order online you will receive an order confirmation email from us with details of your purchase. Please check this to ensure all details are correct. If you have any queries, please contact us  at: customercare@thenatureclinic.co.uk so we can assist you.

Your order will be shipped in in 1-2 working** days and you will receive a shipping confirmation email. If you haven’t received your shipping confirmation email within 5 working* days of placing your order again, please reach out to customercare@thenatureclinic.co.uk so we can assist you.

Note: ** excludes weekends, and UK bank holidays/public holidays.

Your delivery timeframe starts from the day after you receive the shipping confirmation email. Your order will be delivered to the address you provided when you place your order. A signature is not currently required at the point of delivery.

 

SECTION 2 – DELIVERY OPTIONS

UK Deliveries

• The Nature Clinic offer FREE standard UK delivery on orders over £50.
• Standard Delivery: (£4.75 or FREE on orders over £50): Delivery 3 – 5 Working Days
  • Orders prepared, dispatched and delivered in 3 – 5 working days Monday - Friday
  • Once your order has been dispatched, you will receive a confirmation email and a tracking number
  • During promotional periods, your order may take a little longer to arrive
• Express Delivery: (£5.75 or FREE on orders over £50): Delivery 1 – 3 Working Days
  • Orders prepared, dispatched and delivered in 1 – 3 working days Monday - Friday
  • Once your order has been dispatched, you will receive a confirmation email and a tracking number
  • During promotional periods, your order may take a little longer to arrive

Scottish Highland, Northern Ireland & Channel Islands Deliveries

• The Nature Clinic offers the same Standard Delivery as the UK mainland however please allow up to 7 working days for your order to be delivered

International Deliveries

• All International Deliveries 5 – 7 Working Days
  • Ireland £10 or FREE on orders over £50
  • Europe £11-£12 or FREE on orders over £75
  • USA £19-£22 or FREE on orders over £100
  • Rest of World £17-£18 or FREE on orders over £100

All international deliveries must pass through customs. Whilst we make every effort to ensure there are no delays, please be aware that we cannot be responsible for any customs delays. We appreciate your patience in case of such delays. If you have not received your order within 10 working* days of receiving your shipment confirmation email, please contact our Customer Care team at: customercare@thenatureclinic.co.uk and they will be happy to help you.

All orders are shipped with duties and taxes included, so as a customer, you will not need to pay any additional duties or fees at receipt. Should you be contacted to pay any additional fees on receipt, please contact our Customer Care team at: customercare@thenatureclinic.co.uk and they will be happy to help you.

 

SECTION 3 – RETURNS & REFUNDS

At The Nature Clinic, we want you to be happy with every purchase you make with us. If, however you do wish to return products, we would ask that you advise us within 14 days of their delivery to you by emailing us at: customercare@thenatureclinic.co.uk. We will issue a return code which you can use to return the goods. Please ensure your return meets the following conditions:

• Returns can be notified up to 14 days after receiving your order with the goods being received back to us within 30 days.
• Products can only be returned if sealed/unopened, unused/undamaged and in a re-saleable condition.
• Return products must be accompanied by a copy of the original purchase invoice/receipt, or this invoice/receipt should be forwarded to: customercare@thenatureclinic.co.uk
• For products that show signs of use or are damaged, or we reserve the right to refuse the return.

Once the goods have been received, we will refund or credit you within 14 days for any sum that has been paid by you for the goods. This refund will be made to the same payment method that was originally used to purchase the product.

Please note that products sold as a set or gift set, can only be returned as a complete set, not as individual items. When returning goods which were bought using a discount or offer, we will adjust the refund accordingly to the product price actually paid.

 

SECTION 4 – UK RETURNS (INC SCOTTISH HIGHLANDS, NOTHERN IRELAND AND CHANNEL ISLANDS)

Please follow the 3 steps below to return your order:

• Step 1 – Click here to generate your free online returns label, making sure you select the correct returns reason.
• Step 2 – Package your items up and attach your free returns label to the box.
• Step 3 – Ensure your parcel is ready for collection as per your collection time frame.
• Step 4 – Once your return has been received, your refund will be processed, normally within 14 working days.

 

SECTION 5 – INTERNATIONAL RETURNS

Please follow the 4 steps below to return your order:

• Step 1 – Fill out the returns form included inside your parcel and enclose this form with the items you wish to return.
• Step 2 – Fill in your returns commercial invoice using the ‘How to fill in your returns commercial invoice’ guide also enclosed with your order and attach this to the outside of the parcel using the clear pouch provided.
• Step 3 – Attach the returns label to the outside of your parcel, next to your commercial invoice.
• Step 4 – Visit www.ups.com to arrange a collection or, take your return to your local UPS drop off point along with the return label included within your order.

 

SECTION 6 – RETURNS & REFUNDS (FAULTY OR DAMAGED GOODS)

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as "received damaged". If your goods are received as faulty or damaged once opened, please make us aware within 48 hours of receiving your order by contacting us at customercare@thenatureclinic.co.uk.

If you have received an order that is faulty or damaged, please contact us at customercare@thenatureclinic.co.uk where out team will be happy to assist you.

 

For full Terms of Service, please refer to our Terms of Service page.

 

Last updated: 1st February 2023