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Looking after you

Looking After You

MY ORDER

How do I know if my order has been received?
Once the order has been processed a confirmation email will be sent to you. This is usually immediately but may take up to 24 hours. Please note that this may go into your junk/spam email folder if you have not shopped with us online before.
Can I have products gift wrapped?
Yes, please choose the gift wrap option (£4.50 some products come already in a gift box so no need to choose this option. You can also choose the option of a hand written gift message to be added to your order, this is FREE. Write your message in the "add a gift note" box at the checkout page.
Paying with a Natural Washing Company E-gift card.
Please ensure that your gift card is within the date and you enter the 19-digit number in the PAYMENT section at the checkout by choosing GIFT CARD payment method. If you have any problems contact us via email or phone.
Can I send my order as a gift?
Yes, choose the products you want to send plus gift wrap option if you want. In the shipping address section put the address of the recipient, write your gift message in the gift message box (if you want) and we will send the order directly to them. We will not put any invoice information in the parcel.
Using a promotional code.
Check that the code is in date. You can only use one promotional code at any one time, most of our codes are one use only (but not always). Make sure the code is entered correctly including lower/uppercase letters and spaces
Can I change my order?
Please contact us as soon as possible it you need to do this, if your order has not been packed then we can sort any changes for you. We will always try to help if we can.
I am unsure about making a payment online
Making a payment online with us is safe and secure. Your debit/credit card number is encrypted and all information related to the payment process, including credit card details, will not be stored on our site after your payment has been processed, unless you authorise us to do so as part of your account set up.
Problems
We pack all our orders carefully and we know you are looking forward to receiving them in perfect condition, but sometimes things get damaged in transit or the wrong items have been sent. If this is the case please contact us either via email us if this happens or call us or email us Monday to Friday - 10.00am to 4.00pm with your order number and we will sort it out. See our contacts page to get in touch.

DELIVERY

Delivery
No matter how many items you order our Standard Delivery is £3.95 Or FREE delivery for orders over £50 Standard delivery for the UK includes: mainland UK and mainland Scotland addresses, Northern Ireland and the outer Scottish islands, excluding Channel Islands. Delivery takes between 5 - 10 days, we are experiencing delays in some parts of the UK due to COVID-19
Who do we use?
We use the Royal Mail and ParcelForce. Please help us to keep you informed about your delivery by including a mobile phone number in your order details.
Next Day Delivery
We are currently not able to offer this service.

EXCHANGES AND REFUNDS

Exchanges and Refunds
If you change your mind then you can return your items to us for a refund however items must be unopened, undamaged and in a saleable condition. We cannot offer exchanges or refunds on any opened, used or damaged products. Return postage is at your own cost. Once your return has been received and approved for refund then your payment will be refunded via the same payment process originally used. Please send your return to: Natural Washing Company, Unit 33, Claro Court Business Centre, Claro Road, Harrogate, HG1 4BA

PRODUCT INFO

Are all our products Vegan friendly?
There are a few products that are not suitable for vegans because they include either Bee bi-products or animal milk. These ingredients include honey, beeswax, Donkey’s milk, Goat’s milk This list is not exhaustive and will change from time to time. If you need more information please contact us via the email, see the contacts

PACKAGING INFO

Is all our packaging recycled and recyclable?
We only use recycled/recyclable and biodegradable packaging in our orders. Our boxes are all made from recycled material. We recycle all our boxes that product arrives in - you may find your order arriving in one such box. We also use any other boxes that arrive at our own houses as long as they are suitable. To us - as long as the box is clean and robust then we can use it. Please don't be offended if your product arrives in a hand-me-down box, we are saving the planet! We use brown paper infill in most cases to pad a parcel, we also use various types of corrugated card to protect bottles and provide cushioning. All of this can go in the recycle bin. If needed we use a biodegradable void fill (this looks like an off white whotsit) this is a 100% biodegradable product made from plant cellulose, it can can go on your compost heap or in the compost bin.
What about plastic bottles?
We aim to have the majority of our products plastic free with the exception of bottled products. The bottles that we use are made with recycled plastic and can be put in the recycle bin. At the moment the pumps are not recyclable. We are working on this. We are also working on alternative to plastic bottles.