Delivery and Tracking Related Queries
When can I expect my order to be delivered?
After placing your order, it typically leaves our warehouse either on the same day or the following day, depending on when the order was made. For most orders within the UK, our delivery partners strive to deliver within 3 working days from the order date. However, for specific regions within the UK, delivery may take up to 7 working days. International orders typically arrive within 14 working days. For detailed information, please consult our delivery policy section.
How do I monitor the tracking status of my order?
To stay updated on the status of your delivery, you can track your order directly through the delivery vendor's tracking site using the provided tracking ID, which will be accessible on your order details page once available. In order to receive an update of your tracking ID once available, you must provide your contact details (email or contact number) while placing your order.
Please be aware that our tracking system is automated, and we're unable to convey special delivery instructions to the delivery team or modify details such as your name, address, phone number, or email. If you need to make any changes, arrange for redelivery, or schedule a collection, please reach out to the delivery vendor directly, providing them with your tracking ID.
What should I do if my order is experiencing delays or is stuck in transit?
To get the most up-to-date information on your delivery status, please reach out directly to the delivery vendors using the tracking ID provided. You can find this tracking ID on your order details page if needed. Additionally, we recommend verifying that your address details are accurately entered via your 'order details' page.
If your address details are correct but delivery attempts have not yet been made, you can calculate 4 working days (Monday to Friday) from when the tracking site indicates "parcel received," "we have received your parcel," or "arrived." If your parcel hasn't arrived by the calculated latest date and there are no further updates or instructions on the tracking site, you are eligible for either a full refund or a replacement.
Parcel shows 'Delivered', but I have not received it?
We kindly advise you to cross check if your shipping address details have been entered correctly via your ‘order details’ page.
If your address details are correct, please review any proof of delivery (POD) pictures provided on the delivery vendor's tracking system. If the POD appears to be invalid (e.g., not from your door or porch), we suggest checking all secure locations (e.g., inside or behind wheelie bins and/or with neighbors), if it's safe and feasible to do so.
If, despite these efforts, you are still unable to locate your parcel, please reach out to our customer care team via customercare@naturespell.co.uk. We will strive to address your concerns within 48 hours.
What happens if I miss parcel delivery and it returns to seller?
If the delivery vendor's tracking system shows that the parcel is being returned to the seller, you maybe eligible for a replacement or a refund. Kindly contact us at customercare@naturespell.co.uk, and our team will work to attend to your concern within 48 hours.
Please keep in mind that once the refund is initiated, it may take up to 1 week for the refund to be fully processed and reflected in your bank account.
Can I update the shipping address?
Before shipment: It is the buyer's responsibility to ensure the correct shipping address is provided. If they are incorrect buyer can try to reach out to customercare@naturespell.co.uk to attempt to change the address. However, depending on the stage of order fulfillment, we may not be able to accommodate the requested changes. In some cases, we may need to cancel the order and issue a full refund, requesting the buyer to place a new order with the correct details.
Please note that our system is automated, and we are unable to convey special delivery instructions or modify details such as name, address, phone number, or email.
After shipment: Buyers can update address details by directly contacting the delivery vendor using the provided tracking ID. Alternatively, they can arrange for collection from a local pick-up point or request the delivery vendor to return the parcel to the sender for a full refund.
Once the parcel has been delivered to the incorrect address provided, it cannot be recalled from logistics. Buyers may attempt to retrieve the parcel from that location if it is safe and feasible to do so. However, this situation does not qualify for a refund or replacement.