General Questions
Purchasing Questions:
Shipping Questions
Returns Questions
Overseas and Customs
Question:Who do I contact if I have any questions not answered here?
Answer: Contact us using this form for a priority response. Our telephone number is not manned but we check our messages several times a day and messages will be responded to in order they are received. Please note however that we give priority to queries sent via email as this enables us to answer customers queries more quickly and efficiently. If you are unable to direct your query via email please ensure you leave a clear message stating the nature of your call and we will contact you as soon as we are able.
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Question:What is your privacy policy?
Answer:Your privacy is a top priority and we strive to offer you the highest
possible level of personal privacy. For more information, you can visit our
Privacy Page.
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Question:What if I need extra help or advice about my purchase?
Answer: Please email our customer support team who will be able to
assist you quickly and efficiently.
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Question:Why do I need to provide my e-mail address when registering?
Answer: We will send your order confirmation and any updates in e-mail.
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Question:Why do I need to provide my telephone number when registering?
Answer: The shipping companies require a phone number in case there
is a problem delivering your order.
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Question:What are the benefits of shopping online?
Answer: Shopping online is convenient - the Internet is open 24 hours
per day, 7 days per week. We often feature special offers on products saving
you money. And, your shopping is delivered to your doorstep, saving you time.
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Question:Can you send me a catalogue?
Answer: We do not currently publish a paper catalogue. Everything
we have for sale can be found on this website.
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Question:Will I be added to any mailing lists or receive spam?
Answer: We care about our visitors! That is why we will NEVER sell any
information to anybody... ever. Unlike other companies online, we will not give
your personal information to other companies so they can call you or send bulk
mail and e-mail to you. You can feel safe giving us your information
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Question:Can you send me more information on [any product]?
Answer: : In general we do not have more information than what is
on our web pages. We pride ourselves on keeping our website current and adding
more information as it becomes available. Occasionally we receive product
literature from the manufacturers to promote the products and will send those
with orders if we think you may be interested in the product based on your
past purchases.
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Question:I have been diagnosed with [any medical condition] and I am
taking [any prescription medication or nutritional supplement]. Can I use [any
nutritional supplement]?
Answer: Unfortunately we cannot answer these questions by law. We do
not have a medical doctor on staff, nor would we want to give medical advice
via e-mail or over the phone. Please consult a GP who is familiar with your
current medical situation and can meet with you in person to give advice about what
interactions may exist between a combination of medical conditions, drugs and
nutritional supplements and make recommendations for your specific situation.
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Question:How Do I Find a Product?
Answer: There are two main ways to find a product:
* Search content and metadata of a product using our Product Search (the text
field in the top right of each page)
* Browse the online Product Catalogue (in the menu at the top of each page)
Product Search
The Product Search searches words within the our catalogue, including product
title, description and content, and ranks the results. Each product matched
to a word will display and each subsequent word match will rank it higher.
Product Search hints:
If you are looking for a herbal remedy for a particular ailment, type the ailment
(ie: headaches) into the search box to see all products that are associated
with that ailment. Alternatively type in a product name. (ie: spirulina)
Browse Search Hints:
Browse products in the Online Catalogue (located in the top menu bar). Select
the category (e.g. Superfoods) by selecting the link. This will display the
list of all product headers for this category. You then need to drill down
to the individual product items to order.
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Question: Why do I need to register?
Answer: Registration facilitates the order process and enables you to
complete an online purchase. If you are a new user, we only require a minimal
amount of information for registration. This information is then used to process
and ship your order. To make it easier, your email address is your username.
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Question:If I am not happy with my purchase, what can I do?
Answer: Please email our customer support team with your order number
and the reasons you are not happy and they will be pleased to assist you.
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Question:What happens if an item is out of stock?
Answer: Occasionaly we may not have all shown items available. If
an item you order is out of stock, we’ll contact you to determine whether
you would like to cancel the item or backorder it. We’ll advise you
as to when you might expect to receive the out-of-stock item.
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Question:Are all of your website prices correct?
Answer: Yes, but in the event a product is listed at an incorrect price
or with incorrect information due to typographical error or error in pricing,
We. shall have the right to refuse or cancel any orders placed for product listed
at the incorrect price. Prices subject to change.
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Question:Can I cancel my order after it has been submitted?
Answer: In-stock items will be processed for shipping as soon as the
order is submitted and cannot be cancelled. For out of stock items, please
contact our Customer Service
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Question:How do I cancel my order/item?
Answer: Orders may be cancelled within 30 minutes of placing them. To
cancel an order, please send an email through the “Contact Us” section
of this website. Be sure to include the order number and write cancel in the
subject line.
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Question:Can I check the status of my order?
Answer: Yes please login
to your account for order updates
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Question:Is it safe to order online?
Answer: Online shopping is rapidly becoming a worldwide choice for convenient
shopping. If you want to know more about the ways we ensure the security of
your personal information, including your credit card numbers, please review
our Secure Shopping Statement. * For your peace of mind we do not store your
credit card details after a transaction has occurred.
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Question:Can I place my order by telephone, instead of on the website?
Answer: Yes, if you prefer to order via telephone please call us and
leave a message on our answering service and please be sure to leave your
name, contact number and details of your order as this will enable us to deal
with your order more efficiently.
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Question:What methods of payment do you accept?
Answer: We accept Mastercard, Visa, Visa Debit, Maestro, Solo and Paypal.
You can also send us a cheque or money order in the mail.
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Question:Can I come to your store and pick up my order?
Answer: No, unfortunately we are mail order only and customers are
not allowed inside our warehouse due to insurance regulations.
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Question:What is the difference between Paypal and Protx.
Answer: To purchase with paypal you will need a paypal account. If you
do not already have an account with paypal you can register for one during the
checkout process. To checkout with Protx you will simply need a valid credit/debit
card.
Please note that in both instances you will be transferred to the respective
processors website where your payment will be taken securely on their own dedicated
secure servers.
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Question:What if I need extra help or advice about my purchase?
Answer: Please email our customer support team who will be able to
assist you quickly and efficiently.
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Question:Will my credit card number be safe?
Answer: Yes, using your credit card our store is safe because we have
industry-standard secure-server technology to encrypt all information gathered
from our customers at the time of provision and purchase. This means that the
information is encoded and unreadable while it travels to our server. In fact,
using your credit card at our online shopping site is considered far safer than
using it at a restaurant or petrol station.
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Question:What shipping options are available?
Answer: We use Royal Mail 1st Class or Overnight Courier. Full details
can be found Here.
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Question:What is the cost for shipping?
Answer: The shipping costs will vary depending on weight/size and is
predetermined when you check out. To calculate your shipping costs before checking
out, add the item to your shopping cart and click the ‘Estimate Shipping’
button for the price you will be charged.
IMPORTANT: Please note that overseas orders may be subject to customs duties
and taxes imposed by your country. These duties and taxes are not included in
the shipping cost.
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Question:Is my order insured?
Answer: Your order is insured for its full value and protected against
Damage and Lost during delivery. Should any such events occur, you will be informed
and all required action will be taken by the shipping company and/or Naturally
Green.
In the event of Damage,
* Contact us immediately with your Order Number and we will take the matter
to the shipping company.
* Keep all items - packaging, contents etc in the state they were delivered
to you.
* Do not discard or remove any items from the packaging.
* We will make diligent efforts to address this issue with the shipping company.
* Once verified, they will collect the parcel from you and we will make immediate
shipment of the replacement to you.
In the event of Lost or Mis-shipment,
* You will be informed that your order is lost or mis-shipped.
* There will be no action required from you.
* We will replace your order at no additional cost, upon notification from our
couriers.
IMPORTANT: Please ensure your shipping address entered in your order is correct.
Orders mis-shipped to incorrect addresses due to customer error are subject
to a return fee + the original cost of shipping.
If for any reason you are dissatisfied with the delivery service, please inform
us in writing (include the shipping company’s Tracking Number). We will
personally take your complaint to our couriers and see that a satisfactory
resolution is obtained.
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Question:Can I ship my order to an international location?
Answer: Yes, you can add an international address for shipping during
checkout. Please note that overseas shipping costs are calculated using a ‘Signed
For’ service and include insurance.
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Question:Do I have to register to find out the postage costs?
Answer: No, simply add the items you are interested in to your shopping cart (no registration required for a visitor shopping cart) and click the 'Estimate Shipping' button on the shopping cart page for an accurate postage charge.
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Question:What is your return policy?
Answer: For full details on our returns policy please visit our Returns
page.
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Question:Which products are non returnable?
Answer: Any food items that have had their seals broken cannot be returned.
We cannot refund purchases that are not in the same condition as when you received
them so while you have the right to examine an item for its suitability you
are not allowed to use them then return it as it is no longer in a re-sellable
condition.
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Question:How can I make returns or exchanges?
Answer: Please
contact us using this form and ensure you include your order number or
full name and date of purchase and a member of our customer support team will
be able to assist you quickly and efficiently.
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Question:Is [any product] legal to import into my country?
Answer: Answer: We do not know as there are far too many countries to
check on and policies change constantly. Please check with your country's Customs
office or other drug control agency if you are not sure.
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Question:Whathappens if customs seizes my purchase?
Answer: We will not be responsible for any customs restrictions, tariffs,
or other regulations that may apply in countries outside the UK. If you have
any questions, we encourage you to speak with your customs office directly.
We do not keep track of all the changing laws in all the different countries,
although we will ship any products you order to the address you provide. It's
your responsibility to check with your country's Customs office to see if your
country allows the shipment of products you ordered (or wish to order) to your
country.
We will give you the best service and ship the products you order very quick
at the rates that we have agreed to on our site. If for whatever reason the
package is seized by Customs Officials, we will not issue you a refund unless
all products are returned to us in resalable condition. Most orders make it
through customs fine and the majority of orders that are stopped are returned
to us. You are and ultimately responsible for any shipping charges regardless
of the outcome. You pay shipping charges based on the weight of the package
and shipping type selected.
If your package is seized by the customs agency in your country, you may or
may not receive a notice from them. If the products are illegal in your country,
they will most likely return the package to us. However, there may be a return
shipping fee. Once the package is received back by us, we will contact you by
e-mail and refund you for the products, less the shipping fees. You can also
use this credit towards different products or have the package reshipped. We
will help you.
If the package is not sent back to us or if it is destroyed, we cannot refund
any part of the purchase price. We apologize for the inconvenience.
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