RETURN AND REFUND POLICY

 


We offer returns only for British based customers. British based customers can return their items if they agree to pay the actual cost of the return. 

We have a 30-day return policy, which means our customers have 30 days after receiving the item ordered to request a return.

If you wish to return goods, please notify us in advance and within 30 days of receipt of goods by emailing sales@allnaturals.online or telephoning +44 (0) 7 807 049 248.

If our telephone is not staffed, please leave a voice message and we will return your call within 24 hours, or alternatively, email us. We respond within 3 working days of receiving the emails or phone calls. For international contacts, please email us or What's Up us. 

Cancellation of order is not possible after the order is shipped and in transit. If cancellation is not possible after shipping, then you must wait for the order to be delivered and then require further action. We refuse to accept a return if not first required by you and then approved by us, as we are physically unable to comply with 24 hours customer's change of mind. For order of numerous items, return must be negotiated for each item apart, as to avoid misunderstanding about the items returned in the return parcel(s). 

To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can request return and refund, if the item:

1. doesn't match the description of natural materials in the All Naturals online store; (our brand promise);

2. is not the size or variant you ordered;

3. arrived damaged;

4. didn't arrive 15 days after the estimated delivery time.

5.  We do not accept returns of personalised or intimate items - If the item is, or it is considered, personalised or intimate, as example, it is the case for lingerie, underwear and some accessories (like combs, earrings, or scrunchies) - because of hygiene and ethical reasons. 

In case you are eligible for refund and after returning the product, then we will process the refund due to you as soon as possible and, in every case, within 30 days of the day you gave us notice. In this case, we will refund the price of the Product in full.

The restock charge is 5%, when the item is returned because you changed your mind, and the item was found not faulty or is not the wrong size and variant. 

We will usually refund any money received from you using the same method originally used by you to pay for your purchase. Refund of ‘returned Products’ lost in transit will not be considered.

To start a return, you must contact us at our e-mail address: sales@allnaturals.online.  

If your return is accepted, then your return can be proceeded.   

We strongly recommend you obtain a certificate of posting delivery as we will not accept responsibility for parcels lost in transit. 

For international returns, sent by post, we advise that you mark your package ‘returned goods’ to avoid further duties. 

Items sent back to us without first requesting a return will not be accepted for refund. 

You can always contact us for any return question at sales@allnaturals.online. We always respond within 3 working days, but typically in the same day of inquiry. 

If international customers want to return a product, then they take responsibility for the actual cost of return. 

Our international customers can send their returns to the following contact address, if that is agreed with us, after notifying us and obtaining our approval: 

158 Penn Road
Datchet, Slough
SL3 9JE
Berkshire
United Kingdom

addressed to the Customer Service.


DAMAGE/NON-DELIVERY

Claims for damage must be made within 60 days of receipt of goods. Damaged product and packaging must be retained in case of inspection.

Claims of non-delivery must be made 15 days after the estimated delivery time date. The estimated delivery time is stated on each and every product page, for every product we sell. The estimated international delivery time is also stated in our Shipping and Delivery Policy. Your product will always arrive within the estimated delivery time, or you will be refunded in full. 

 

WRITTEN COMMUNICATIONS


Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website.

For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.

This condition does not affect your statutory rights.

 

DAMAGES AND ISSUES


Please inspect your order upon reception and contact us immediately within 3 days of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In this particular case, you will be asked kindly to return your damaged product in its original package and we will send you another one according to the same description as in your order, as replacement of the damaged one, at our expense. In that particular case, the shipping cost will be our responsibility.

As we publish the exact size charts with each product item, so it is your responsibility to make sure you choose the proper size of the product which will fit you. Please make sure you choose the proper size of the product before purchasing it.

We do not accept returns for the wrong size ordered, or exchange of the product because of wrong size stated in your order. You can return it though, if we sent you the wrong size , different from the size in your order.


EXCEPTIONS/ NON-RETURNABLE ITEMS


Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products or lingerie/underwear).

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


EXCHANGES


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


REFUNDS


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Items will be refunded or exchanged providing that you did not use the item and it is in its original condition and packaging as you received it.

Please complete our returns form including your name, address, phone number and email address. We will then refund you the original price paid for the goods (including delivery costs). 

We strongly recommend you obtain a certificate of posting delivery from the post office as we will not accept responsibility for parcels lost in transit. 

We offer refund (money back policy) in case you receive a product which doesn't fit the description as follows: products made from natural materials only., 95% and above of the main material. This excludes little details such as elastic, zips or decoration like lace or ribbons in underwear. These exclusions will be always less than 5% of the overall content of the product.

If you receive a product which is not made from natural materials as described in its product description, then please follow the procedure to return the product , and we will refund you.


In order to request return, you will have to provide the order number and your email address. Please keep your credentials safe and available. You would be unable to request return or refund if you are unable to prove the payment transaction was made on your name. 

Please always provide a full and correct physical postal address and personal data, in order to avoid postal and communication mistakes and misleading. 

We can provide better service if we can reach out to you in case of a problem, or miscommunication.