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ordering
We have tried to make ordering from naturalinstinct.co.uk as painless as possible. If you are having trouble placing an order please check you have done all of the following. If you are still having trouble placing an order then please contact us by clicking here
How to order :-
1. Select item from appropriate category.
2. Click the buy button
3. if you are not already logged in you will be asked to login or create a new account, we must know who you are before we can start building an order for you.
4. View your order.
5. Go to the checkout. You can access the checkout pages from the account menu on the left of the screen, or from the bottom of the order page.
6. Pay - payment is taken by Worldpay using their secure server. They provide full instruction on their site.
If you would prefer to pay by cheque or postal order, please provide us with the following details:
Name of Item
Price of Item
Quantity required
Size/Colour if applicable
Your Name
Delivery address
Email address
Telephone number (in case of queries with your order, we promise not to discuss your order with anyone but you!)
Please send cheques or postal orders (made payable to Retail Creations Ltd and in £GBP ) to the following address:
Retail Creations - orders
Caxton Point
Caxton Way
Stevenage
SG1 2XU
Please allow cheques 3 working days to clear before we can process your order.
batteries
We provide free batteries for all UK delivered orders where the products require them to function.
packaging
All our packaging is very discreet - we pack items in plain boxes or bubble-wrap bags with no logos or website addresses visible.
The returns address is to Retail Creations Ltd
delivery
Delivery within the UK is free for all standard orders unless otherwise stated; We also offer a guaranteed next day delivery service on all items that are in stock (delivery Mon-Fri for orders received before 3pm and subject to Royal Mail's regulations & service. Cost for this service is £5)
Delivery to Europe is £5 and to the Rest of the World is £10: You will be billed postage costs depending on the country you choose for your delivery address. Please make sure this is correct or there may be a delay on your items being dispatched.
Items in stock are despatched within 48 hours, however, please allow up to 5 working days for all deliveries to the UK (Europe & worldwide deliverys may take longer as we can not guarentee delivery times within other countries.) Any items out of stock will be despatched as soon as we receive delivery (typically no longer than 14 days) The status of your order can be tracked via our order tracker; details will be emailed to you with confirmation of your order. All items are sent 1st class via Royal Mail or by courier – orders over £100 or by courier will need to be signed for on receipt. If you wish an order to be delivered on a certain day, please email us, quoting your name & order reference number, and we will despatch the order for delivery on that day if possible.
Please note: We can not be held responsible for delays caused by the postal system or non-deliveries when a signature can not be obtained. If you believe your order has been lost in transit, please contact us.
Receipt of goods
UK Deliveries: All our deliveries are sent either by Royal Mail or courier. All order over £100 will require a signature on receipt as will all courier deliveries. If noone is available to take delivery a card will be put through your door with details of where you can collect your items from or how to arrange re-delivery. If an item is returned to us because you did not collect it we will charge £3.50 for re-delivery or refund the cost of the goods minus £3.50 if you would rather they weren't resent for any reason.
Non-UK deliveries: All non-uk deliveries are sent via the postal service (international signed-for delivery) or FedEx/Parcel Force depending on weight. All items will require a signature on receipt and we can provide a tracking number if you believe goods have been delayed. If an item can not be delivered because no one is available to sign for it, you will be notified that it is being held by the courier company or postal service (notification will come from them, not us) and it is your responsibility to arrange collection/re-delivery. If an item is returned to us due to non-collection, the charge to re-send will be equal to the original p&p charge.
Please note: This is a retail web-site and we reserve the right not to fullfill international orders which we suspect to be trade orders (due to delivery costs). We consider orders containing 10 or more of the same product to be trade orders - if you would like a wholesale delivery quote please contact us.
Returns & Refunds
We have a very simple returns procedure: If you are not happy with your order for any reason, please notify us within 7 days of receipt quoting your name, order reference and reason for return. We will send you a Returns Authoristaion Number (RAN) and details of where to send the items to be returned. We aim to process all returns within 7 days of them being received.We reserve the right not to accept items returned without a RAN
If the item is faulty, please contact us for detailing the fault and whether you would like a replacement product, a different item or a full refund. We guarantee all our non-consumable products for 6 months from date of purchase. Certain items may have additional guarantees from the manufacturer, please contact us for details.
In the case of unwanted items, please contact us for a RAN as above. We can not accept returns if the packaging has been opened or the product used. In the case of unwanted items returned in an unfit state we reserve the right to charge for re-delivery of the original order to the customer as unwanted items returned in an unfit state will not be refunded/replaced. If you change your mind about an order/item please let us know as soon as possible: If notified outside the 7 day cooling off period, at our discretion we may offer an alternate product or credit note, please contact us for details.
Personalised/bespoke items can only be returned if faulty
Please always write the RAN on the outside of your return and include a copy of the receipt or your name, email & address inside to minimise delays on processing your items.
NB: We can not be held responsible for items that are lost in transit – we would recommend you obtain ‘proof of posting’ from the post office when returning goods.
* (For legal reasons, date of receipt will be taken to be the next working day after despatch for 1st class deliveries and 3 working days after despatch for 2nd class deliveries)
Other reasons for refunds
We do occasionally stock products that due to their size and/or weight can not be dispatched to delivery addresses outside of mainland UK. If this is the case it will be clearly noted on the product description. If one of these items is ordered with a delivery address outside of mainland UK we will send an email to explain and will refund the transaction back to the card used, minus 5% (this is simply the amount we are charged for issuing a refund and applies only where we have specifically stated that the product should not be ordered for delivery outside mainland UK)
Update: As of the 10/02/2005 we will be changing our returns policy to include a restocking fee of £2.50 for non-faulty items returned or orders cancelled due to customers changing their minds (not including incorrect sizing of lingerie which will continue to be refunded in full). This is simply to cover our postage & processing costs as we do not charge for delivery in the UK (non-UK orders will not be affected by this change)
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