We use DHL/DPD for all our deliveries unless otherwise stated at the time of order. Smaller items that fit through your letterbox will be sent via Royal Mail First Class Post.
Delivery Times:
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Standard Orders: 2–7 working days. Delivery charges are shown on the product page or at checkout.
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Personalised or Bespoke Orders: 5–10 working days, depending on the product. Delivery charges are the same as Standard Orders.
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Tracked Delivery: Available via DPD/DHL or Royal Mail Special Delivery. Delivery charges are shown at checkout, and you will receive a tracking number with your dispatch confirmation.
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Fast Track Express (Order before 12pm): For urgent orders, we aim to deliver within 2 working days via a next-day service. Although we strive for same-day service when possible, it is not guaranteed. All products are made to order, so this service is not available for everything. Please call us before placing your order to confirm availability.
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Saturday Delivery: Your order can be sent via a Saturday delivery service, but next-day delivery is not guaranteed if ordered on a Friday.
We aim to provide a next-day tracked delivery service through our courier (DHL/DPD). However, this is an estimated time frame and not guaranteed. Once an order has been dispatched and is in the courier's possession, we are no longer responsible for delivery delays caused by circumstances beyond our control, such as:
- Acts of God (e.g., extreme weather conditions, natural disasters)
- Courier system issues, strikes, or delays
- Customs or regulatory holds
While we ensure the package is dispatched on time and provide tracking information, failure to meet the next-day delivery estimate due to reasons beyond our control will not entitle you to a refund of the delivery fee.
If your order is going to take us longer to make and prepare, we will advise you at the time of purchase or shortly after. If you need your order delivered sooner than the specified delivery times, or if the delivery is time-sensitive, please let us know when placing your order. We will do our best to meet your requirements.
When ordering multiple items, if we can ship them in one box, we will typically charge a discounted single delivery fee. Any overcharges from the website will be refunded.
International Deliveries:
We deliver to the entire United Kingdom, including Scotland, Isle of Man, Jersey, Guernsey, and Ireland, as well as internationally to the United States, Australia, New Zealand, and Europe. For other countries not mentioned, please contact us for a shipping quote before placing your order.
Delivery charges for international orders are calculated at checkout. In rare cases, we may need to contact you for a revised shipping quote based on destination, parcel size, or urgency.
Please note: We are not responsible for any customs duties, taxes, or additional fees that may be incurred at the destination country. It is the responsibility of the customer to cover these costs. We recommend checking with your local customs office for any potential charges before placing your order.
RETURNS & REFUNDS
We offer a 28-day return policy from the delivery date. If you are unhappy with your purchase, please contact us within 28 days to notify us of your intent to return or exchange the item. You will then have a further 14 days to send the item back.
Once notified, please package the item carefully and return it to the address below using a signed-for delivery service. We are not responsible for return postage, except in cases of faulty items or goods damaged in transit. We highly recommend using the original packaging to prevent damage during the return.
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Address for returns:
The Natural Wood Company
Verrall Cottage
High Halden
Kent, TN26 3NA
Please contact us before sending your item back to ensure the return/exchange process goes smoothly.
Faulty Goods or Goods Damaged in Transit:
If your parcel arrives damaged or faulty, please contact us within 7 working days of receipt by phone (01233 850295) or email (info@nwco.co.uk). Faulty items must be returned within 14 days of receipt after notifying us. We will then repair, replace, or provide a full refund, including any postage costs incurred.
Non-Returnable Items:
Bespoke, personalised, and made-to-order items may only be repaired or replaced, and are non-refundable. We also do not accept returns on sale items or gift cards.
Fast Track & Express Orders
For last-minute orders, we offer an Express Order service. Please message or call us with the details of your request, including any personalised text. We will do our best to fulfil your order and inform you promptly of any issues.
ADDITIONAL NOTES
If you provide a mobile phone number during checkout, our UK couriers (DHL/DPD) will send a text message with a one-hour delivery window on the morning of your delivery. This will allow you to rearrange delivery directly with the courier if necessary.
Many thanks
10/2024
These terms do not affect your statutory rights.