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Deliveries & Returns

We use DHL/DPD courier services for all our deliveries unless otherwise stated at the time of order. Smaller items that will fit through your letterbox will be sent with Royal Mail first class post.

Standard Orders: 1- 5 working days. Delivery charge, is as shown on product page or at checkout at the time of purchase.

Personalised or Bespoke Orders: 3 - 7 working days (depending on the product). Delivery charge same as Standard orders.

Express Orders placed before 12pm: Tracked Next Day delivery via DPD/DHL or Royal Mail Special Delivery. Delivery charge, is as shown on product page at the time of purchase.

If your order is going to take us longer to make and prepare, we will advise you at the time of purchase or soon after. If you require your order to be delivered sooner than the delivery times specified, or is time sensitive and delivery is needed on or before a particular date, please let us know at the time you place your order, and we will do whatever we can to meet your requirements.

When you order more than one item, and we can ship the order in one box or container, we can normally ship the complete order for a discounted single delivery charge. If this is the case, we will refund any overcharges that may occur on the website.

For those last minute emergencies, we also have an Express Order service. Please message or call us with as much information as you can, making sure all your spelling is correct on any personalisation. We will then do our best to fulfil your requirements and of course get back to you with any issues.


Standard delivery time for personalised orders varies between 3 - 7 days, depending on the product and how busy the workshop is.

Our UK courier DHL/DPD, will, assuming you have provided your mobile phone number, will attempt to text you with a one hour delivery slot on the morning of your delivery (if you leave us your mobile number). If needs be, this will also give you the chance to make delivery rearrangements directly with them (assuming you leave the correct mobile phone number at the time of placing the order).

For International deliveries we use a range of couriers depending on the destination, size, and urgency of the parcel. Although we will always calculate a fair delivery charge at our checkout, there may be cases where we have to contact you for a revised shipping quote before proceeding with the order.


Please note as standard we currently ship to the entire of the United Kingdom including Scotland, Isle of Man, Jersey, Guernsey, and Ireland and as standard Internationally to the United States of America, Australia, New Zealand and Europe, if you require one of our products shipping to a country not mention above or included in the product shipping options please enquire first to confirm a shipping cost.

REFUNDS & RETURNS

We have a 28 days return policy.

Please note that the product return period expires 28 days from the delivery date of your order.

If for any reason you are unhappy with your purchase, please contact us first on 01233 850295 or email: info@nwco.co.uk.

We ask that you contact us within 28 days to notify us if you want to return or exchange the item, once notified you then have a further 14 days to send your order back.

Once we have been notified, please package the item up and send it back to the address below as soon as possible (within 14 days).

Please note, except for faulty items or goods damaged in transit, that we are not responsible for the cost of return postage/delivery. All returns are your (the customers) responsibility, therefore we highly recommend if possible the use of the original packaging to prevent damage during its return journey. All returns must be sent back to us via a signed for delivery service.

Bespoke/Personalised/Made to order items may only be returned and repaired or replaced, they are non-refundable.

We reserve the right to offer the customer a refund or exchange at our discretion.

We are not responsible for return postage, and all returns must be sent back via a recorded signed for delivery at the expense of the customer.

Unless otherwise advised, return items to THE NATURAL WOOD COMPANY, VERRALL COTTAGE, HIGH HALDEN, KENT. TN26 3NA .

Please do not just send your item back without notifying us, contact us first as we may be able to arrange for the return/exchange more efficiently.

FAULTY GOODS OR GOODS DAMAGED IN TRANSIT

In the unlikely event that a parcel arrives damaged or faulty, you must contact us within 7 working days of receipt on 01233 850295 Monday – Friday 9am-5pm or by email info@nwco.co.uk.

All faulty items should be returned within 14 days of receipt, after notification.

On receipt of your return, we will either replace/repair or provide a full refund, including any postage costs you might have incurred.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Bespoke/Personalised/Made to order items may only be returned and repaired or replaced, they are non-refundable.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Many thanks

09/2021

These terms do not affect your statutory rights.