FAQs – Naturalistic Products

UK Shipping

Where do you ship to?

We currently ship to the following countries:

Australia, Austria, Bahrain, Bangladesh, Belgium, Bosnia, Bulgaria, Canada, Canary Islands, Cape Verde, Chile, Croatia, Czech Republic, Cyprus, China, Denmark, Egypt, Estonia, Finland, France, Germany, Gibraltar, Greece, Guadeloupe, Guernsey, Herzegovina, Hong Kong, Hungary, India, Iceland, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, Norway, New Zealand, Oman, Pakistan, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Sri Lanka, Spain, Sweden, Switzerland, Thailand, UAE, USA.

If your country is not listed, please send us a message and we will see if we are able to ship there.

Please note we cannot ship international orders to business addresses. For more information on this please email us at: team@naturalisticproducts.co.uk

Where do you ship from?

All orders are dispatched from the United Kingdom.

How much will UK delivery cost?

Standard Delivery is £4.49, or free on orders over £40. Express Delivery is also available, with the cost shown at checkout.

*Free delivery is calculated on your order total after any discounts have been applied.

How long will my UK order take to arrive?

After dispatch, Standard Delivery typically takes 3–5 working days, and Express Delivery takes 1–2 working days. These are estimates from the date of dispatch and do not include weekends or bank holidays.

*Delivery timeframes start from the date your order is dispatched, not the date it is placed.

Do you offer next-day delivery?

We offer Special Delivery Guaranteed next day with Royal Mail if ordered Monday – Wednesday before 2pm.

What if I miss my delivery?

If you are not home when a delivery is attempted, a card may not always be left. We recommend checking with your local post office or courier depot. Most couriers hold parcels for a limited period before returning them. If a parcel is returned to us unclaimed, re-shipping costs will apply.

What happens if my parcel is left in a safe place?

If your courier leaves your parcel in a safe place — at your request or their discretion — responsibility passes to you once it has been left. We are not liable for parcels lost, stolen, or damaged after being left at your address.

Can I collect products I want to order?

No, we are an online store and products can only be purchased through our website and shipped through our couriers.

International Shipping

Where do you ship to?

We ship worldwide. Some country-specific restrictions apply to cosmetics and personal care products.

We currently ship to the following countries:

If your country is not listed, please send us a message and we will see if we are able to ship there.

Please note we cannot ship international orders to business addresses.

Please review our Shipping Policy before ordering internationally.

For more information on this please email us at: team@naturalisticproducts.co.uk

How much does international shipping cost?

International shipping is calculated at checkout based on the weight of your order and your delivery destination.

All orders are charged in Pounds Sterling (GBP £).

Will I be charged customs fees or import duties?

For EU orders, applicable VAT and duties are collected at checkout — no additional charges on delivery.

For all other international destinations, any duties, taxes and handling fees are the responsibility of the recipient and are not included in the checkout price.

How long does international delivery take?

International delivery typically takes 5–14 working days from dispatch, though this varies by destination and can be affected by customs processing times.

Can you guarantee international delivery by a specific date?

No. International delivery timeframes are estimates and we cannot guarantee delivery by a fixed date. If you need your order by a specific date, we recommend placing it well in advance.

My parcel is stuck in customs, what should I do?

We recommend contacting your local customs authority directly as they may need additional information from you. We can only see the same tracking information as you and cannot intervene in the customs process.

Are there any restrictions on importing your products to my country?

Yes. Restrictions we are currently aware of include: Spain (cosmetics prohibited for private individuals), Germany (certain vitamin products restricted), India (BIS certification and import licence required), Greece (max 3 items, personal use statement required), Italy (max 4 items, no more than 2 of the same), Portugal (personal use only), Nigeria (cosmetics restricted for postal import, we cannot currently fulfil orders), Saudi Arabia (SFDA pre-registration required from January 2026), UAE (certain ingredients prohibited, registration may be required).

*This list may not be exhaustive. Always check with your local customs office before ordering.

Returns

I've changed my mind, can I return my order?

Yes, we will accept returns within 14 days of your order being delivered to you.

Please email the address found at the bottom of your receipt to notify us and we will advise you of the next steps.

Returned items must be unused and resalable. Due to hygiene reasons we do not accept returns on accessories that have been opened. Please note, postage on returned items can not be refunded.

Please see our returns policy for more information.

My order was returned to you, what happens now?

We will contact you once the parcel arrives back with us. You can choose to have your order re-shipped (an additional delivery charge applies) or receive a refund on the products. Original shipping costs are non-refundable. A £5 admin fee will also apply.

I've tried the product I purchased and I don't like the results, can I return it for a full refund?

We can not refund items that have already been used. Not all products work for all hair types so we can not guarantee you will have perfect results. Maybe you have a family member or friend that you could pass these onto, or there are Facebook groups where you can swap used products.

Please see our returns policy for more information.

Can I get a refund on my shipping costs?

Shipping costs are non-refundable in cases of: incorrect address, import restrictions, failure to pay customs, missed collection, or refused delivery. If the error is on our part, we will cover any additional costs

I've had a bad reaction to the products, can I return them for a full refund?

It is very important to perform a patch test prior to using any new product, even if the product has a lot of natural ingredients. We recommend performing a 24 hour patch test which involves putting the product on the skin of the elbow to see if causes irritation. If it does not, you will likely be fine to use the product. Please also read the ingredients for any known sensitivities, if you have had allergic reactions in the past always perform a patch test before use.

Please discontinue use immediately if you are allergic to any ingredients or do have a bad reaction and keep this in mind when you buy other products with similar ingredients.

We also recommend consulting a physician or doctor before taking any vitamins or supplements. Unfortunately we're unable to issue a refund if you have opened and used the product.

What happens if I refuse my delivery?

Refused deliveries are treated the same as incorrectly addressed returns. The parcel will be returned to us and original shipping costs will not be refunded. A re-delivery charge applies if you would like the order resent. A £5 admin fee will also apply.

Do you accept international returns?

Yes, but you are responsible for return shipping costs an original shipping fees are non-refundable.

How long does a refund take?

Once we receive and inspect your return, we will process your refund within 7 working days to your original payment method. Your bank may take a further 3–5 working days to post the credit.

What happens if I return an order with a free gift?

Free gifts must also be returned. If not, we may deduct the value from your refund.

Orders

Can I track my order?

All orders are sent via tracked services. The tracking number will have been emailed to you once we dispatch your order. Please use this to track your order on the courier's website.

What is your daily cut-off time for orders?

Our daily cut-off time is 5pm. Orders placed before 5pm on a working day will be queued for dispatch the following working day. Orders placed after 5pm, or on weekends and bank holidays, will be queued from the next working day.

Do you dispatch on weekends or bank holidays?

No. We do not dispatch on weekends or UK bank holidays. Orders placed over the weekend will be processed from Monday morning.

My order hasn't arrived, what do I do?

Contact team@naturalisticproducts.co.uk with your order number. Please report within these windows from your dispatch date: UK orders within 10 working days, international orders within 25 working days.

I received the wrong item, what do I do?

Contact us within 3 days of delivery at team@naturalisticproducts.co.uk with your order number and a photo of what you received. We will resolve this as quickly as possible.

My order arrived damaged, what do I do?

We take every care to pack orders securely, but unfortunately damage can occur in transit. If this has happened please send us and keep photos of the damage including pictures of the box, packaging, products etc as well as the packing slip to team@naturalisticproducts.co.uk so we can fully investigate, within 14 days of receiving your order and we will look into this for you. Unfortunately we are unable to look into queries raised after this time.

The tracking says my order has been delivered but I haven’t received it, what do I do?

If the tracking confirms that the item has been delivered but you have not received your products, please contact the courier directly in order to investigate this issue.

We cannot be held accountable for packages where tracking information states the package has been delivered. We will do our very best to assist you but we will not be able to resend or refund anything until an investigation has been completed by the delivery company which can take between 2 weeks to a month.

Can I change or cancel my order after placing it?

Once an order is placed, we are unable to amend items or quantities. If you need to cancel, please contact team@naturalisticproducts.co.uk as soon as possible. We cannot guarantee cancellation once an order has entered processing.

Can I change my delivery address after ordering?

Please contact team@naturalisticproducts.co.uk within 24 hours of placing your order. We will do our best to update the address before dispatch but cannot guarantee changes once processing has begun.

My order has been returned to sender, what should I do?

If your order has been returned to us due to an incorrect address, refused or not collected in time, the return cost will be charged to you at the same cost as the delivery. If you would like your order reshipped to you this will incur another delivery charge.

Why haven't I received my order confirmation email?

Order confirmation emails are automatically sent immediately after an order is placed. If you haven't received yours please check your junk mail first. If it's not there please email team@naturalisticproducts.co.uk with your name, order details and delivery address and we will look into this for you.

I am ordering from Russia, Brazil or Portugal, what do I do?

Please be aware you will need to provide your Addressee Identification Reference Number, it's required by the courier to process your order. Failing to provide this number will result in your order being cancelled. Please add your number in the notes section at checkout.

Products

When will [product/brand] be back in stock?

If there is a product you're dying to try that we don't have in stock, you can enter your email on the product page to be notified via email as soon as it's back in stock. We have stock arriving daily so keep an eye out! You can also check our social media page for updates on arrivals of products. We’re unable to answer messages regarding when specific products will be back in stock.

Do you plan to stock [product/brand]?

We are always looking for new products so if you have any suggestions please message us using the contact form at the bottom of the home page.

Will a certain product work for my hair?

The honest answer is - we don't know!

Everyone's hair is unique to them and will therefore respond differently to different products. We can suggest products that may work well for your hair type, but it's often a case of trial and error and finding what works best for you. We try to obtain sample sizes of products so you can try before you commit to buying a full size bottle.

If you would like more assistance we will be happy to try and help, just use the contact us tab at the top of the page to get in touch.

Are the ingredients listed on your products correct?

While we do our very best to keep the ingredients list up to date, sometimes manufacturers tweak their ingredients without notifying us. Therefore if you would like to double check the ingredients of a product before purchasing, please email us at team@naturalisticproducts.co.uk and we will be able to provide you with the ingredients list.

If you wish to return a product you have purchased from us because the ingredients differ we cannot reimburse the return postage costs.

Can I try some samples before I buy the full size product?

We try to get as many sample sized products as possible, they can be found under the category tab.

Is your packaging environmentally friendly?

Our void fill packaging is made of 100% recycled material and is fully degradable, making it environmentally friendly. Just run them under hot water and they will dissolve!

The cardboard box can be recycled in line with your local recycling guidelines.

We don't include paper copies of your invoice just a small packing slip, saving countless trees' worth of paper every year, as well as water and energy usage. If you would still like a paper invoice there will be a link to download a PDF version at the bottom of the order confirmation email.

We're sure you'll agree these are positive steps towards reducing paper usage and protecting the earth's valuable resources!

Are your products genuine?

Naturalistic Products can guarantee that each and every product you purchase from us is brand new, undiluted, unaltered and 100% genuine!

We understand customers are becoming increasingly concerned with the authenticity of products on the market. Rest assured that you can order with confidence from us as we guarantee all our products are genuine and sourced directly from the brand or official distributors/wholesalers.

To give you complete peace of mind rest assured:

1. Our products are guaranteed genuine and are all sourced from the brand or authorised distributors/wholesalers.

2. Our products have not been interfered with, diluted or altered in any way.

3. Our products have not been used and then returned by other customers and inadvertently re-sold.

4. Our products are in the original manufacturer's box / packaging and sealed (where appropriate).

Are the products you stock suitable for all hair types?

Our product range is designed with natural and textured hair in mind — coily, curly, wavy, and afro hair types. Many products work across a wide range of hair types, but we recommend checking the individual product description. If unsure, contact us and we will point you in the right direction.

Are the products you stock vegan?

We have a large variety of vegan products, please use the navigation pane to locate this collection.

Are the products you stock cruelty-free?

We have a large variety of cruelty- free products, please use the navigation pane to locate this collection.

How long does a product last once opened or how can I find the expiry date?

Most products have a Period After Opening (PAO) symbol on the label - shown as a small open jar icon with a number (e.g. 12M means 12 months after opening). Other products have an expiry date printed on the bottle or a batch code which can be passed on to the manufacturer to verify the expiry date.

Why does my product look different (colour/texture/packaging)?

Variations can occur due to:

• Natural ingredients

• Batch differences

• Brand reformulations or packaging updates

This does not affect product quality or authenticity.

Can I request a brand or product?

Yes, we love hearing your suggestions. Feel free to contact us at team@naturalisticproducts.co.uk or message us on social media.

Payments

What are the payment methods available?

The payment methods currently available are Debit Card & Credit Card.

You can also pay using Klarna or Clearpay.

Can I pay by Paypal?

Yes. We are currently accepting payments via PayPal.

Can I pay over the phone?

We do not accept payments over the phone.

Why was my payment declined?

Payment declines are usually handled by your bank or card provider. Common reasons include incorrect billing details, insufficient funds, or your bank flagging an unfamiliar transaction. Check your details and try again or contact your bank. If the problem continues, reach out to us at team@naturalisticproducts.co.uk.

Account

Do I need an account to place an order?

No, you can check out as a guest. However, creating an account makes it easier to track orders, view your order history, and save your details for future purchases.

How do I reset my password?

Go to the login page and click "Forgot your password?". Enter your email address and we will send you a reset link. If the email does not arrive, check your spam folder or contact us.

How do I update my account details?

Log in to your account and navigate to your account settings to update your name, email, address, or password. If you have trouble, contact team@naturalisticproducts.co.uk.

How do I unsubscribe from marketing emails?

Click the "Unsubscribe" link at the bottom of any marketing email or update your email preferences in your account settings. This will not affect transactional emails such as order confirmations and shipping updates.

Discounts & Loyalty

How do I apply a discount code?

Enter your discount code in the "Discount code" field at checkout and click Apply. The discount will be deducted from your order total before payment. Only one code can be used per order.

Can I use multiple discount codes on one order?

Only one discount code can be applied per order. Discount codes cannot be combined with other promotions unless stated otherwise. If your discount code doesn’t work, please check that your code is still valid and that any minimum spend or exclusions have been met.

If you’re still having trouble, feel free to contact us.

Do you offer a student or NHS discount?

We do not currently run a formal student or NHS discount programme, but we do run regular promotions and sales. Follow us on Instagram @naturalisticproducts or sign up to our emails to be the first to know about new offers.

Do you have a loyalty or rewards programme?

Yes, we have a loyalty programme that rewards you for every purchase. You earn points each time you shop, which can be redeemed against future orders. Log in to your account to view your points balance and see how to redeem them.

Do you have a referral scheme?

Yes, you can earn rewards by referring friends and family to Naturalistic Products. When someone you refer makes a purchase, you will receive a discount or credit towards your next order. Look out for your unique referral link in your account or contact us for more details.

Do you offer bulk buy or wholesale pricing?

We do not currently offer bulk buy discounts or wholesale pricing.

Business Enquiries

Would you be interested in stocking my product?

We are always looking for ways to expand, so if you feel your brand fits in with our store, please email us at info@naturalisticproducts.co.uk. We'd be happy to hear from you.

Do you sell products at wholesale prices?

No, we’re not a wholesaler so we don’t offer wholesale prices for bulk purchases.