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Information on how to place a Natroma Website Order

Natroma offers a mail order service throughout the UK.  We also operate Click & Collect and a local delivery service to areas in and around Stourbridge and the Black Country.

Adding items to your basket:

Simply place your required items in the shopping basket - each product has blue/green button Add to Basket button.

Where items have different fragrance options, there is a drop down list, so simply click on the down arrow button to reveal your choices.  Some hampers can be customised, so select the various fragrances or ribbon options before adding to basket.

Look our for multi-buy offers - we try to save you money where we can!

Selecting Delivery:

Once you've finished shopping, return to the shopping basket.  You will see a list of the items you intend to purchase, and underneath is a section called Select Delivery. Click on the down arrow to reveal your delivery options.

For UK deliveries (excluding Channel Islands, Isle of Man) postage it is £3.50 for orders up to £34.99 and then free over £35

For UK deliveries we also include a Signed for Service (includes Channel Islands and Isle of Man) that's £4.50 for orders up to £34.99 and £1 over £35.  For the added piece of mind that your parcel will be signed for at the point of delivery,

For local customers there is also the option to Click & Collect. 

If you have an account with us and you live locally to our shop, you will also see the Local Delivery option.  Local deliveries are £1 for orders up to £34.99 and then free over £35.  You must have set up an Account with us to see the local delivery option at the checkout.  So if you'd like this option (for deliveries in and around Stourbridge, Halesowen and Dudley), please set up an account and e-mail us (so we can make the necessary change your account) before your checkout.

Coupon/Voucher:

Add any  gift voucher code or discount code if you've received one via our Natroma News newsletter.

Create an Account/ Loyalty Points

Please consider creating an account rather than checking out as a guest - it's the only way to collect Natroma loyalty points.

If you create a Natroma account, you will earn loyalty points on your orders.  You receive a point for every £1 spent, and each point is equivalent to 5p off a future order.  You cash in points on the basket page by clicking the box that says Use Points.

We can only set up Local Deliveries, once a customer has set up an account.  Please e-mail or telephone us if you're placing a 1st order - please do this before you checkout if you'd like a local delivery

Personal Information:

Please note that we are aware of a problem with Outlook, Hotmail, Live and MSN e-mail accounts.  If you use one of these accounts, you will not receive an order acknowledgement.  Our website host is looking into this at the moment, so please use another account if you can.  You can monitor order progress by logging into your account.

Please fill out your name and address, and you'll have the option to change the address if you'd like a parcel sent direct to another person/gift recipient.

When ordering hampers you can add a gift message here too.

Then confirm your delivery method.

Check the tick box, if you'd like to receive Natroma News - we send very occasional updates with offers, new product information, Covid-19/order information.  We never pass or sell this information to anyone, other than when booking courier deliveries.  If you do not opt in, we cannot send you any correspondence so you'll miss out on offers and discount codes .

Click Submit & Continue  

Making Payment:

You will then be transferred to the payment screens. These are secure screens away from our website - we do not hold any payment information ourselves.

Our payment preference is via Worldpay which allows you to pay using most leading debit and credit cards.  

Order Confirmation:

Once your payment has been received, you'll receive an e-mail confirming your order details.  If your e-mail has bounced (Outlook, Hotmail, Live and MSN) we will attempt to re-send it if we can.

Order complete:

You will receive a 2nd e-mail once we have posted your order - this is typically 1-2 working days after receiving your order.  We aim for a speedy service, but sometimes orders can be delayed if we are very busy or where items need to be manufactured. 

Click & Collect orders may also take 1-2 days to get ready (we work on orders in the order they arrive) so please wait for the confirmation e-mail or telephone call before calling into our shop.

Delivery:

We are currently sending most of our orders out on a Royal Mail 2nd class service. It typically takes 2-3 days to arrive once the parcel has been sent, but due to Covid-19 may take longer if the local area is experiencing staffing shortages.  We'd ask you to please be patient during these difficult times.  The Royal Mail service is proving to be far more reliable than many courier services so we are confident your parcel will arrive safely, but it may take slightly longer than usual.  We have tracking information for every parcel we send, and if one goes missing we will follow the Royal Mail procedures to identify what has happened and to recover your order.  So far, all delayed parcels are arriving safely so we thank you for your understanding and will be happy to send you the tracking number should you have any concerns.

Thanks for reading, and we hope this information about Natroma orders is helpful!