Package Related Queries
I have received incorrect/ missing item/s from what I ordered - how can this be resolved?
Contact customercare@naturespell.co.uk within 30 days of delivery, please include valid pictures of the received item/s, the outer box, the shipping label, and inner packaging. Our team will thoroughly investigate the issue and offer a resolution.
If deemed eligible after the investigation, our customer care team will ask if you prefer a ‘replacement’, ‘refund only’ or ‘return and refund’.
A detailed explanation for different issue types has been explained on the Returns & Refunds policy page. The policy attempts to clearly explain when as a customer you are eligible for a replacement, refund or a return and refund.
I have received broken / damaged item/s - how can this be resolved?
Contact customercare@naturespell.co.uk directly via email and explain the issue. You will be required to provide the following (via email or chat) during the investigation:
- Valid picture evidence of the broken or damaged item/s
- Shipping label (on outer box)
- Other item/s received and/or inner packaging
If deemed eligible after the investigation, our customer care team will ask if you prefer a ‘replacement’ or a ‘refund only’.
A detailed explanation for different issue types has been explained on the Returns & Refunds policy page. The policy attempts to clearly explain when as a customer you are eligible for a replacement, refund or a return and refund.
What is the refund policy?
All buyers have the option to request 'return and refund' or 'refund only' by contacting our customer care via customercare@naturespell.co.uk within 30 days after parcel status is 'delivered'. All refund requests undergo assessment within 48 hours, so to strengthen your case we advise you to select a valid reason; attach valid pic evidence and briefly explain the problem faced.
We advise you NOT to return any used or broken item/s.
Before buying, you can cross check the full list of ingredients for all our products on the landing page and/ or under ‘ingredients’ on the product details section.
When trying any new product, we advise doing a small patch test first, then if all goes well, you can build up a daily or weekly regime that works best for you. If layering on multiple products, more patch tests will be required (in order of use) to assess suitability.
A detailed explanation for different issue types has been explained on the Returns & Refunds policy page. The policy attempts to clearly explain when as a customer you are eligible for a replacement, refund or a return and refund.
Can you tell me more about packaging?
Our team does their best to ensure that the correct (new) item/s are packed securely before shipping. They use bubble wrap insulated parcel bags and paper stuffing inside sealed boxes, (different sizes for the quantity of product/s ordered). Packaging can also vary depending on specific product/s and/or bundle/s ordered.
Delivery vendors are responsible beyond that. If, however, in the unfortunate case, you do end up receiving damaged/ broken item/s, you can refer to our ‘received broken’ section for full clarity.A detailed explanation for different issue types has been explained on the Returns & Refunds policy page. The policy attempts to clearly explain when as a customer you are eligible for a replacement, refund or a return and refund.