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Delivery Information

IMPORTANT DELIVERY INFORMATION - COVID-19

We will do everything in our power to get your orders dispatched as quickly as possible.  But please bear with us if there are delivery delays, since we are open but operating reduced hours some days.  As the UK emerges from lock down it is still possible that deliveries may take a little longer than usual.  Royal Mail are doing everything they can to get items delivered as quickly as possible but they still have disruption at mail centres due to Covid-19 related staff absences and larger than normal mail volumes.  In most cases parcels will arrive safely, but please be aware that we cannot begin the Royal Mail missing parcel procedure until a parcel is 10 working days past it's expected delivery date.  We obtain a Certificate of Posting for every parcel that we ship, so we'll be happy to send you the parcel tracking number if you'd like to use the Royal Mail on-line service to see when a delivery will be attempted - please e-mail us if you'd like to receive your parcel number.

We thank you for your ongoing custom, patience and understanding in these difficult times.

Natroma Local Deliveries - in various areas of Stourbridge, Halesowen, Dudley etc

We have set up a local delivery service for customers who live within a 3-4 radius of Ruskin Glass Centre.  For more information please read our blog article about Local Deliveries.

If you live within one of the local areas that are mentioned, you need to set up a customer account on the website and then send us an e-mail.  We will add you to a local delivery group and you will then see the local delivery option in the drop down list at the checkout.  You can then place your order and once it is ready, we'll give you a call and arrange as suitable time to call round and hand deliver your items.

UK Delivery Information 

For UK addresses we use Royal Mail 2nd class post or standard parcels, to dispatch your order.

Our checkout also offers the option to upgrade to a speedier 1st class Royal Mail or Courier service - add these as an extra postal cost at the checkout and in some cases are still taking longer to arrive. 

Orders received with upgraded postage will automatically be prioritised for processing ahead of orders with standard postage. 

FREE UK Delivery (based on a Standard UK service) on orders to UK addresses over £35

Standard UK Postage (based on Royal Mail 2nd class post) is £3.50

*Priority UK Postage (based on Royal Mail 1st class post) is £4.50

*UK Courier Upgrade (a next day signed for service for urgent orders) £7.95   NB:  we currently recommend using a 1st class Royal Mail service, since it is often faster than courier.

We will normally process and dispatch your order within 3 working days of receipt (subject to stock availability), but delays are possible in the lead up to busy seasonal periods such as Christmas or if a handmade bathing product needs to be manufactured.  If there is likely to be a delay, we will contact you to advise on when your order will be ready for dispatch.  

* Please note that same day dispatch for Priority Postage and Courier upgrades will only be possible for orders that are received before 12pm (noon) and where every item is in stock and does not require additional wrapping. e.g. gift hampers.    Otherwise we will dispatch the order within 1 working day using the upgraded postal service that has been purchased.  Priority orders should arrive within 1-2 working days.  Standard Postage and Free UK Deliveries will be dispatched within 3 working days, so should arrive approximately 5-7 working days after placing your order. The Courier service covers UK only, not the Channel islands.  For items being sent to the Channel Islands we'd usually suggest a 1st class Royal Mail service.

During the busy pre-Christmas ordering periods (November and December) please allow extra time for your order to arrive, and consider upgrading to a speedier postal service if you need to receive items by a certain date.  If your parcel has not arrived within 7 working days of placing your order please check with neighbours and your local sorting office to see if a delivery has been attempted while you were out.

Please note that we are usually closed on Mondays so please advise us by e-mail, if you have placed an order that is particularly urgent. 

Gift Messages

We can post your order to a different delivery address from the invoice address.  This can be useful when you need to send some products or a gift hamper direct to the gift recipient.    For orders being dispatched direct to the recipient, we're happy to to add a free gift message to your order so the recipient knows who sent them their thoughtful gift!   We do not include a copy of the order invoice inside gift parcels.  For deliveries to European addresses (even when ordered from a UK address), the correct delivery country will need to be selected at the Natroma checkout to ensure the correct postage is calculated. 

European Deliveries -Sorry, currently suspended due to Covid-19

We currently ship to addresses in the United Kingdom and some European countries. Sorry but we do not sell our handmade skincare products in North America.  Due to China's stance on using animals to test all imported cosmetic products, we refuse to sell our products or have them distributed in China. 

If your country is not listed at our checkout, then unfortunately we are unable to ship to you at present. There is a shipping weight limit of 2kg for overseas orders shipped to Europe via Royal Mail.  This is an airmail service that typically delivers within 5-7 working days. We are now using the most cost effective untracked Royal Mail airmail service.  Please note that if parcels go missing we will follow the Royal Mail missing parcel procedures*, which mean we will be unable to replace or refund missing items until they have completed their investigations.  We therefore advise overseas customers to upgrade to a tracked and signed for parcel service if they have any concerns about receiving parcels in their country.  Please also be aware that we reserve the right to apply a surcharge if an order contains items that are particularly valuable and/or heavy.  We will inform the customer if a surcharge is payable and the customer will have the option to cancel the order before it is packaged, should the additional cost be too expensive.

*In the unfortunate circumstance that a European delivery has gone astray/was not delivered please be aware that Royal Mail applies a 20 working day delay in processing lost parcel claims.  This will mean that we will be unable to replace lost items until Royal Mail have attempted to locate the lost item, and have agreed to process our claim.

To view the costs for delivery to your country, select it from the drop down list at the checkout.  The postal charge will be calculated by weight as items are added to the basket.