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FAQs

1. What is your privacy policy?

We care about the privacy of our customers. Please read our entire Privacy Policy.

2. I don't wish to give my credit card information online. Are there other ways to order?

We process your payments through Stripe, one of the most secure payment platforms worldwide and also used by many other sites. However, if you still do not feel safe, you can also use a Paypal account.

3. Which product is right for me?

You may start your research by navigating in our catalogue by function. You can also schedule an appointment with one of our nutritional coaches. Finally, you can also find all available information of the product in the product description of the Product Detail Page.

4. Where are your products manufactured?

In Europe

5. How do I find information about a product?

In the product detail page you have all the information available for the product. Should you require more information, please contact us directly.

6. A product I want to buy is out of stock. Can I still order it?

Yes, you can place an order of this item. However, your order will not be shipped until all the items included in the order are available.

7. When will I be charged?

You will be charged at the moment you confirm your order on the checkout of the payment method

8. How can I find out the status of my order?
  • Ensure you have received a shipping confirmation email and locate tracking number.
  • Track via https://www.royalmail.com/track-your-item#/ (tracking info may be limited).
9. When will I be notified about the shipment of my order?

You will be notified as soon as your order is processed and ready to ship with a tracking number from the carrier.

10. When will I be notified if I order a product out of stock?

You will be notified as soon as we have the product back in stock and the order is ready to ship with a tracking number from the carrier.

11. I'm missing an item from my order. What do I do?

If an item is missing in your order, please check your order to ensure it is included in the list of purchased items.

If it is included and you haven’t received it, please contact us at our customer service in order to get an immediate resolution.

12. When will my order ship?

Orders will be shipped within 48 hours.

13. When do the promotions and prices on the website change?

Prices on our website can be updated at any time and may change for special promotions.

14. Are the website prices the same as the store prices?

All online offers and prices are valid for online purchases only and may be different from those in our physical retail stores.

15. Are promotional codes from the online also valid in your physical stores?

No unless clearly specified in the promotion. Online store prices and offers might differ from those in our physical stores.

16. Can I make changes to my order after I have submitted it?

Unfortunately, that is not possible as we try to process your orders as fast as possible.

17. Can I cancel my order once it has been submitted?

We are not able to cancel orders once they have submitted, as we try to process all the orders as fast as possible and any changes in the process could severely impact our supply chain.

18. When am I charged for the items that I order?

Your credit card is charged once your order is confirmed in the purchase process.

19. Can I view orders I've placed in the past?

If you have an account, you can view previous orders inside your personal area of the site.

20. Will you notify me if there are problems with my order?

We will let you know via email should there be any type of complication with your order.

21. What forms of payment do you accept?

We accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Paypal
22. If one or more of my items are on backorder, when will I receive my order?

If any items are on backorder, we will hold the order to wait for the backordered items.

23. When will my order ship?

Within 48 h.

24. What shipping carriers do you use?

We currently handle our shipments with Royal Mail.

25. What are your shipping options? How much does each cost, and how long will it take?

We only offer one shipping option at the moment. It costs £2.99 for orders below £30 and it is free for all orders above.

26. Can customers outside the UK order from the website?

No, we do not ship our products outside of mainland UK.

27. Will you notify me when my order has been shipped?

Yes

28. What is your return policy?

We have a 30 day no questions return policy on unopened products.

If your return does not meet the requirements above, please contact us at our customer service center and we will address your request.

29. What should I do if my items arrive damaged or defective?

Please contact us at our customer service center and we will address your request

30. What should I do if I received the wrong item?

Please contact us at our customer service center

31. How do I contact Customer Service?

We recommend you to contact us via email at: customerservice@naturhouse.co.uk