IMPORTANT DELIVERY INFORMATION - COVID-19
In line with the UK Government's coronavirus advice our shop is currently closed. But they have stated that small businesses can and should continue to trade if they can. We are a small family run self employed business so we are continuing to accept and process on-line orders. However we expect that our parcels may take a little longer to arrive than normal. This is partly because we are operating reduced hours so will only travel to our workshop on days that we receive orders, and we are also finding that our local post office has reduced opening hours with much earlier collection times each day.
We will do everything in our power to get your orders dispatched as quickly as possible. Please bear with us if there are delivery delays, it is very likely that things will take longer than usual. Please be reassured that If in the future the UK Government decides to close mail order businesses, we will issue full refunds for any orders that were received but couldn't be dispatched.
We thank you for your ongoing custom, patience and understanding in these difficult times.
UK Delivery InformationFor 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.
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
*Courier Upgrade (a next day signed for service for urgent orders) £7.95
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 items are in stock. 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.
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.
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.
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. 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 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 the 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.