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Customer Service


How do I place an order?

To place an order online you simply need to select the product that you wish to buy and enter the quantity you would like.  Click on the ‘buy now’ button next to the quantity.  A small window will appear on the top right of the screen.  This window will give you the option to view your basket or proceed to checkout.  If you view your basket you will be taken to a page which summarises your basket and has an order total.  From there you can proceed to checkout.  You then follow the instructions to payment and the address and order details will appear on the right hand side on your screen as you go through the process.  Finally you click ‘place order’ and the order is placed.


How do I change the details on my account?

To change any of the details on the account you need to click on ‘Your account’ on the top right hand side of the home page. Log in with your email address and password and then click on the tabs on the left hand side to find the area of your account you wish to change.


How do I view my order online?

If you would like to view your order online then you should log into your account.  Click on ‘Your account’ on the top right of the home page.  Then log in with your email and password.  It will then show you your recent orders along with their current status.


Returns policy

It is important that you are completely satisfied with your purchase.  If you need to return your order for refund or exchange, or if you have a faulty product then please read the information below.

 

If you would like to discuss your return, refund or exchange options then please feel free to contact us.


I would like a refund on my order, how do I go about that?

For a refund on your order please return the product to us in a saleable condition within seven days of receipt, you will need to notify us within three days.  The return of the products will be at your cost and we recommend you send these by recorded post as we cannot accept responsibility for loss or damage.


If your goods are faulty please see below.

Once we have received the goods and confirmed you are eligible for a refund, we will refund the correct amount to your purchase card.  This should appear on your statement after approximately five working days.


I would like to exchange my order, how do I go about that?

If you would like to exchange your order then please follow the same procedure as the refund above.  Please enclose a copy of your confirmation email.  You need to send the product back to us within seven days of receiving it and notify us within three days.

 

Exchanges are at the discretion of the NaturalOrigin, the postage for the product will be at your cost and we recommend you use recorded delivery as we cannot be held responsible for any loss or damage to items sent.


My products have arrived and are faulty, what should I do?

If your products are faulty we want to know about it.  We want to know that you are completely happy with the purchase you have made from us.  If the products do not arrive as you would expect (please see our terms and conditions) then please send them back to us stating your preference for a refund or replacement.  Please include a copy of your confirmation email and we will get back to you as soon as possible using the contact information you have given us.

 

We recommend that you send the products back to us using recorded post as we cannot accept responsibility for any items that are lost in the post.  We will credit you for the postage of any faulty products.

 

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