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Frequently Asked Questions

How long will it take for you to answer my email query?

We will answer all email queries within two working days.  If you have not received a response from us within this time frame please let us know as it may be that your email has not been received.


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.


Is it possible to track my order?

If you have chosen standard delivery, you will not be able to track your order.  If you have chosen to have your items delivered by a courier service, you will have a tracking number on your order confirmation email.  You will then need to track this on the website for the courier service, details of which will be found on your confirmation email.

If you log into your account on the website you will be able to follow the status of your order until it is sent. 


I haven’t received confirmation emails, why is this?

If you have not received your confirmation emails then please check in case they have been sent to your spam filter by your email provider.  If they are not in your spam folder then please contact us as soon as possible and we will look into this.


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.


What if my products are damaged or faulty?

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 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.


I want to return an order, how do I do this?

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.


How long should it take for my order to arrive?

Standard delivery is dependent on Royal Mail and will usually arrive between two and seven working days.

Next day delivery is available to customers in the UK through Interlink for just £4.99. If you select this option your order will be dispatched within one working day and will arrive the next day as long as it is ordered before 1pm.

European and International deliveries can take 3-14 working days.


I have not received my order, what should I do?

If your order does not arrive within the timescales stated above then please let us know.  If delays are unacceptable and the goods are no longer required, we will offer a full refund as long as goods are returned in a saleable condition.


I don’t live in the UK, can I still buy products from this site?

Yes, you can buy from NaturalOrigin.com wherever you are in the world.  However, please be advised that some areas will incur shipping costs.


Do the products have a use by date?

Some of the products sold on NaturalOrigin.com have a use by date and these will be indicated on the packaging where applicable.


Can I buy a gift certificate?

This is something that we will be implementing in the near future.  Subscribe to our newsletter and we will keep you informed!


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.


I’ve forgotten my password, what should I do?

If you have forgotten your password you should go to ‘Your account’ on the top right hand side of the home page.  You will then be given the login page and there is a button underneath which says ‘forgotten your password’.  Click this, enter the email address associated with the account and then a new password will be sent through to you.


What if I move address?

If you move address then you need to change the address on your account.  You can do this by logging in to your account. Click on ‘Your account’ on the top right side of the homepage.  Log in using your email address and password.  Choose ‘address book’ on the left hand tab and then you will see your addresses come up and you will have the option to manage your addresses.  This is where you should change your address details.

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