Shipping Policy

This Shipping Policy forms part of our Terms & Conditions. By placing an order with Naturalistic Products LTD, you agree to the terms outlined below.

We may update this policy from time to time. Please review this page before placing an order.

All orders are processed and shipped from the United Kingdom and processed in Pounds Sterling (GBP £).

 

All orders are processed and dispatched within 2 working days of being placed. Orders placed after our daily cut-off time of 2pm, or on weekends and bank holidays, will be queued for the next working day.

 

During exceptionally busy periods — such as sale events, new launches, or the run-up to Christmas and Black Friday— dispatch may take up to 4 working days. We will always aim to communicate any delays promptly. You will receive a dispatch confirmation email once your order has been shipped.

 

Order Amendments & Cancellations

If you need to amend or cancel an order, please contact us at team@naturalisticproducts.co.uk as soon as possible. We cannot guarantee cancellation once an order has entered processing, but we will always try our best.

 

New Customer Orders

For new customers where the delivery address differs from the billing address, we reserve the right to ship to the billing address as a fraud prevention measure. If this applies to your order, we will contact you before dispatch.

 

Pre- Orders

If your order contains a pre-order item your full order will be dispatched once all items are in stock. Estimated dispatch dates are provided as a guide only and may be subject to change. We are not liable for delays to pre-order items outside of our control.

We offer four delivery services for all UK addresses:

 

Service	Estimated Delivery	Cost	Tracked
Standard Delivery	3–5 working days	From £3.99 | Free over £40	Yes
Express Delivery	1–2 working days	£6.49	Yes
DHL Express	1–2 working days	Calculated at checkout	Yes
Special Delivery Guaranteed By 1PM	Next working day if ordered Monday - Wednesday before 2PM	Calculated at checkout	Yes

 

All delivery times are estimates from the date of dispatch, not the date your order is placed and are subject to courier performance. Times do not include weekends or bank holidays. 

 

Free delivery applies to orders over £40 after any discounts have been applied. This threshold is fixed and cannot be met using a combination of discount codes and pre-discount values.

 

Safe Place & Unattended Delivery

If your courier delivers your parcel to a designated safe place — either by your instruction or at the courier’s discretion — responsibility for the parcel passes to you once it has been left. We are not liable for parcels that are subsequently lost, stolen, or damaged after being left unattended at your address.

 

Missed Deliveries & Redelivery

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 if your parcel has not arrived within the estimated window. Most couriers will make a second delivery attempt or hold the parcel for collection for a limited period. If a parcel is returned to us as unclaimed, please see the Returned Parcels section below.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details and a link to follow your delivery in real time.

 

If you have not received tracking information within 48 hours of your dispatch confirmation email, please contact us at team@naturalisticproducts.co.uk and we will look into this promptly.

 

It is your responsibility to monitor your tracking once an order has been dispatched. We do not have the resources to proactively track individual orders on your behalf.

 

If you need to amend your delivery address after placing an order, please contact us at team@naturalisticproducts.co.uk as soon as possible and within 24 hours of ordering. We will do our best to update this before dispatch, but we cannot guarantee changes once an order has entered processing.

 

We are not liable for failed or misdirected deliveries resulting from an incorrect address being provided at checkout. Please double-check your delivery details carefully before completing your order.

 

If your order has not arrived within the timeframes below from the date of dispatch, please get in touch with us straight away:

 

•       UK orders: contact us within 10 working days of dispatch

•       International orders: contact us within 25 working days of dispatch

 

Please report within these windows — if you contact us after this time it may limit our ability to raise a claim with the courier on your behalf.

 

Parcel Marked as Delivered but Not Received

If your tracking confirms delivery but you have not received your parcel, please contact us within 3 working days of the delivery status update. We will open an investigation with the courier, which can take up to 21 working days to complete. We are unable to issue a replacement or refund until this process has concluded.

 

We cannot be held responsible for parcels confirmed as delivered to the address provided at checkout. If you believe your parcel has been misdelivered or stolen, we recommend also contacting the courier directly.

 

 

Missing or Incorrect Items

If an item is missing from your order or you have received something incorrectly, please contact us within 3 days of delivery with your order number and a brief description of the issue. We will arrange a replacement or refund once confirmed. Reports made after this window may limit our ability to resolve the matter.

 

If a parcel is returned to us — due to an incorrect address, a missed collection, refused delivery, or import restrictions — we will contact you to arrange re-shipment or discuss your options. Please note:

 

•       Re-shipment will incur an additional delivery charge, even if the original order qualified for free delivery

•       We are unable to refund original shipping costs on returned parcels

•       If a refund is requested on a returned parcel, any shipping costs (including the cost of return where applicable) will be deducted from the refund amount

•       Refused deliveries are treated in the same way as incorrectly addressed returns

 

If an unclaimed parcel is returned to us and we are unable to reach you within 30 days, we reserve the right to treat the order as abandoned. We will always make reasonable attempts to contact you before this point.

Split deliveries

On occasion, if part of your order is out of stock, we may dispatch available items separately rather than hold your entire order. We will contact you to let you know and keep you updated by email as each part of your order is sent.

 

Combined deliveries

Where multiple orders are placed for the same delivery address, we may combine them into a single shipment where possible. This helps reduce packaging waste and supports our commitment to more sustainable operations.

We take our dispatch commitments seriously, but there are circumstances beyond our control that may affect delivery timelines. These include severe weather events, courier strikes or operational disruptions, customs delays for international orders, and other unforeseen events such as natural disasters or national emergencies.

 

In these circumstances, we will do everything we can to keep you informed and resolve the situation as quickly as possible. However, we cannot be held liable for delays, losses or damages resulting from events outside our reasonable control, and original shipping costs cannot be refunded in these instances.

We are committed to packaging your orders in a way that protects your products while minimising our environmental impact. We use recyclable wherever possible. If you have any feedback on our packaging, we’d love to hear it at team@naturalisticproducts.co.uk.

 

We ship worldwide. International shipping costs are calculated at checkout based on the weight of your order and your delivery destination. All orders are processed and charged in Pounds Sterling (GBP £). If your card is in a different currency, your bank or card provider will apply their exchange rate at the time of payment — we have no control over this.

 

International delivery timeframes are estimates only and can vary significantly depending on customs processes in your country. We cannot guarantee delivery by a specific date for international orders. Please do not place an international order if you require it by a fixed deadline.

 

EU Shipping

We ship to all EU countries. Since Brexit, some additional customs steps apply to orders entering the EU. In most cases this is handled smoothly, but your parcel may occasionally be held pending additional information. If customs require anything from you, they will contact you directly using the details provided at checkout — please ensure these are accurate when ordering.

 

If your tracking shows your parcel is held with customs, please contact the relevant customs authority directly. We can only see the same tracking information as you and cannot intervene in or expedite the customs process once a parcel has been shipped.

 

VAT, Duties & Customs Charges

For EU orders, applicable VAT and duties are collected at checkout, so you will not face 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 price paid at checkout. We have no control over these charges and cannot predict their amount.

 

Failure to pay customs charges will result in your parcel being returned to us. In this case, we are unable to refund any shipping costs or fees incurred during the return. Please contact your local customs office before ordering if you are unsure what charges may apply.

 

You are responsible for ensuring your order complies with all applicable laws and import regulations in your country. We will not be liable for any order that is seized, destroyed or returned by customs as a result of non-compliance.

 

Some countries impose restrictions on the import of cosmetic and personal care products. We are aware of the following at the time of writing, but import rules can change at short notice — please always verify current requirements with your local customs authority before placing an order.

 

Country	Restriction / Note
Germany	Vitamins and certain supplement products may be subject to import restrictions. We recommend checking with German customs before ordering products containing vitamins.
Greece	A maximum of 3 items per shipment is permitted. Items must be accompanied by a written statement confirming personal use. Import approval from the National Drug Administration is required prior to clearance.
India	Cosmetic products are subject to significant import restrictions and typically require BIS (Bureau of Indian Standards) certification and a valid import licence. Direct B2C shipments of cosmetics are not reliably accepted. Please check with Indian customs before ordering.
Italy	Maximum of 4 items per shipment, with no more than 2 units of the same item.
Nigeria	Cosmetics and personal care products are listed as restricted items for postal import. We are currently unable to fulfil orders to Nigeria.
Portugal	Products must be for personal use only.
Saudi Arabia	From January 2026, importing non-compliant cosmetic products is prohibited. Products require pre-registration with the Saudi Food and Drug Authority (SFDA) before they can be shipped directly to consumers. We recommend contacting SFDA or your local customs authority before placing an order.
Spain	Cosmetic products are prohibited for import by private individuals.
UAE	Personal care products containing certain ingredients including microplastics are prohibited. Products may also require registration with Dubai Municipality or ESMA. We recommend verifying compliance before placing an order.

 

The above list is not exhaustive. We strongly recommend checking your government’s official customs website before placing an international order, particularly for cosmetic and beauty products. Restrictions change regularly and we cannot be held responsible for orders refused, seized or returned due to import restrictions.

 

If your order is returned to us due to a restriction, we will not be able to refund shipping costs or any charges incurred during the return.

Questions? Contact us at team@naturalisticproducts.co.uk

Last updated: March 2026