Delivery & Returns
In this policy we set out details of the delivery methods, periods and charges that apply to orders for purchases made through our website www.naturesthyme.co.uk.
We deliver to all mainland UK addresses, please see our charges.
- Purchases under £35 will incur a delivery cost of £3.95
- Purchases over £35 will receive free delivery
- Purchases over £75 will get free tracked delivery
We do not currently offer a next day delivery option.
All shipping costs are displayed at checkout before payment is made and shipping costs will vary based on the volume you have ordered.
Delivery methods and periods
The methods that we use to deliver our products, and the time periods within which delivery is usually completed are as follows:
If your delivery address is on the United Kingdom mainland the typical period for delivery of products by this method is 3-5 working days.
If you place your order by 4pm GMT/BST on a working day, these time periods run from the close of business on that day; if you place your order after 4pm GMT/BST on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
The delivery periods set out in this policy are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period. Weather conditions, strikes and busy periods, such as the Holidays, may impact delivery times.
Tracking your order
You will receive two emails once you have placed your order and provided us with a valid email address.
The first confirms that your order has been received and will contain your payment receipt, this e-mail should arrive within 24 hours.
The second confirms that your order has been posted (any tracking information will be included) this email should arrive within 1 business day following authorisation of your debit/credit card and verification of your information.
Can I change or cancel my order?
Please ensure your order is correct prior to placing it as we are limited in our ability to make changes to orders once they have been submitted.
We are unable to cancel orders after 9am on the day scheduled for dispatch. This is because once our warehouse team has processed your order we are unable to retrieve it.
You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products. We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified.
Our customer service team will do their best to accommodate any changes however please be aware that this is not always possible. Please fill in the form on the Contact Us page, we will aim to respond within 48 hours, Monday through to Friday.
Return of non-faulty goods
We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund, providing you notify us in writing that you are cancelling your purchase within 7 days, beginning the day after the day on which you receive the goods. Before sending the product back to us you will need to email us. Please ensure that you do this within 7 working days of receiving your product. We will process your return as quickly as possible and will notify you by e-mail once it has been processed.
It is your responsibility to take reasonable care of the product prior to return – goods have been un-opened and unused and are in a re-saleable condition. By this we mean that all packaging and or bubble wrapping and tamper resistant seals must be intact (if applicable). Please note that all returns will also be subject to a re-stocking fee of £5 and the return postage.
Please return the Product in suitable packaging to ensure it reaches us in good condition.
Please note that if you fail to take reasonable care of returned products, or fail to return the product to us, we will be entitled to make a claim against you for any losses which we suffer.
We cannot accept liability for goods lost or damaged during transit. You are advised to wrap the product carefully to avoid damage. You are also advised to return goods by registered post or by special delivery. Proof of postage will not be accepted as proof of delivery. Please remember to send a copy of your purchase receipt with the goods.
Any parcels returned to us due to non-collections will only be sent out again with a £4 postal charge or if your order is to be refunded, we will deduct the postage and packaging costs.
Faulty Goods/Incorrect Goods
Please accept our apologies if you have received an incorrect item/damaged item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
In the event of your order being supplied incorrectly or damaged in transit, please email us at [email protected] within 3 working days of receipt and we will arrange replacement of goods or a refund once we have received and inspected the good in question back in their original packaging.
We will review each case individually when considering the return of the product; in some cases, we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
You are also advised to return goods by registered post or by special delivery, which we will also refund. No refunds will be made on goods returned after 14 days from date of delivery. You will be charged postage again to resend any items which have not been refunded. Goods where the seal has been broken will not be refunded.