IMPORTANT DELIVERY INFORMATION - COVID-19 RESTRICTIONS
We will do everything in our power to get your orders dispatched as quickly as possible, but please bear with us if deliveries take a little longer than usual. Royal Mail are delivering parcels 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. Our parcels are taking around 5-7 working days to arrive (this is after we take them to the Post Office) with occasional longer delays in certain parts of the country. Please try to be patient, since 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. Thank you for your ongoing custom, patience and understanding in these difficult times.
Our shop is closed during the UK lockdown, but we're working most days. We process orders in the following order: Priority signed for and Priority are first (often same day and within 1-2 working days), then Standard signed for and Standard (usually within 3 working days) and then Free delivery (once other orders are cleared and within 3-5 working days).
Natroma Local Deliveries/ Click & Collect
Click & Collect - is now available again for anyone who can call in to collect their order from our Stourbridge shop. Select Click & Collect at the checkout - it's free. You'll receive an order confirmation e-mail when you place your order. We'll work on preparing your order and will send a second e-mail telling you when your order is ready for collection.
Local deliveries - sorry this service is currently suspended
We have set up a local delivery service for customers who live in various areas of Stourbridge, Halesowen and Dudley - 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 (i.e. name, address, phone number as well as e-mail) and then e-mail us before placing your first order. We'll add your account to the local delivery group and you'll then see local delivery as one of the options in the delivery choices 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 - usually on a Thursday or Friday of each week.
UK Postal Delivery Information
Orders received with upgraded postage will automatically be prioritised for processing ahead of orders with standard postage. Orders with free shipping will be delayed until paid services have been processed.
FREE UK Delivery (based on a Standard UK service) on orders to UK addresses over £35 (excludes Channel Islands)
*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) £8.50
We process and dispatch most orders 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/Mother's Day or if a handmade bathing product needs to be manufactured. If there is likely to be a delay, we'll contact you to advise on the timescale.
* Same day dispatch of Priority Postage and Courier upgrades are only possible on orders received before 12pm (noon) and where every item is in stock and does not require additional wrapping. e.g. gift hampers. Otherwise we'll dispatch the order within 1-2 working days using the upgraded service and parcels should arrive within 1-2 working days after dispatch. Standard Postage and Free UK Deliveries are dispatched within 3 working days, so should arrive approximately 5-7 working days after placing your order. Courier Upgrade covers UK only, not the Channel islands. Post Brexit we now suggest that items being sent to Northern Ireland and the Channel Islands use a 2nd class Royal Mail Signed For 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.
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 only ship to addresses in the United Kingdom (including Northern Ireland), the Isle of Man and the Channel Islands. We'd like to reassure customers in Northern Ireland that we intend to continue processing your orders as normal and will complete the necessary customs declarations as required by the Brexit protocols.
We are also investigating the Brexit export implications for Ireland (this is more complicated due to the changes in the regulations relating to the export of UK manufactured cosmetics to the EU), and hope to be able to offer delivery again to the rest of Ireland as soon as possible.
Sorry but we currently do not sell our handmade skincare products in North America or Europe. 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. This will be reviewed again in 2021, once the export regulations relating to Brexit are clearer.