Shipping Policy

1 UK delivery only

We currently accept orders for delivery to eligible United Kingdom addresses only. We may restrict delivery to certain postcode areas or locations where the courier cannot provide the required service or where product, age, safety or legal restrictions apply.

2 Free next-day delivery

Free next-day delivery is offered on all eligible orders. Orders placed and accepted by 4.00 pm on a working weekday are normally dispatched the same day for delivery on the next working day. Orders placed after 4.00 pm, at weekends or on public holidays are normally processed on the next working day.

Next-day delivery is an expected service level, not a guarantee, unless we expressly agree a guaranteed delivery date in writing. Remote locations, adverse weather, courier disruption, security checks, stock issues and events outside our reasonable control may cause delays.

An order is not treated as accepted merely because payment has been authorised or an acknowledgement email has been generated. Orders that require an eligibility, address, payment, fraud or stock check may be held until the check is complete. If we cannot accept the order, we will release or refund the payment as appropriate.

3 Couriers and tracking

Orders are delivered by Royal Mail or DPD. We select the service according to the parcel, destination and operational requirements. Tracking details will be sent where available. Courier terms may apply to delivery options selected by the recipient, but they do not reduce statutory rights against us.

4 Address accuracy and changes

Customers must provide a complete and accurate delivery address and postcode. Contact us immediately if an address is wrong. We cannot guarantee a change after fulfilment begins. Where an order cannot be delivered because the customer supplied an incorrect or incomplete address, or failed to follow reasonable courier instructions, we may charge the reasonable cost of redelivery where the law permits.

5 Receipt, safe place and missed delivery

Follow tracking and arrange for prompt receipt. If a recipient instructs a courier to leave a parcel in a nominated safe place, with a neighbour or at an alternative location, responsibility may pass when delivery is completed in accordance with that instruction, subject to applicable consumer law. Missed deliveries may be taken to a collection point or returned to us under the courier’s process.

Customers should avoid selecting a safe place where heat, cold, moisture, contamination, theft or delayed collection could affect the parcel. Products must be collected promptly and stored according to the label immediately after receipt. A delivery instruction does not change the product’s required storage conditions.

6 Product integrity on arrival

On receipt, check the parcel and any seals. Do not use a product if it is damaged, leaking, opened, has a broken tamper-evident seal, is the wrong item, or appears to have been stored or transported incorrectly. Follow the product label and supplied instructions for storage immediately after delivery. Contact hello@nadurawellness.com promptly and retain the parcel, product and batch details.

7 Time-sensitive or controlled-storage products

Where a product has a stated temperature range, light-protection requirement or other controlled-storage instruction, the recipient must be available to receive and store it promptly. The label and product-specific instructions govern storage. If a parcel arrives outside an expected condition, do not administer or dispose of it until we have assessed the concern and provided instructions. A short delivery delay does not by itself establish that a product is unusable; suitability must be assessed using the product’s validated storage information.

8 Delay, loss and delivery disputes

If tracking shows an unexplained delay, if the parcel has not arrived within a reasonable period, or if it is marked delivered but cannot be found, contact us promptly. We may ask the customer to check the delivery location and household, confirm non-receipt and cooperate with the courier investigation. We remain responsible for the goods until they pass into the physical possession of the consumer or a person identified by the consumer, except where the consumer independently commissions a carrier not offered by us.

9 Returned parcels and redelivery

If a parcel is returned because delivery was refused, not collected, or the address was incomplete or inaccurate, we will contact the customer. We may cancel and refund the order or arrange redelivery. Where the failure was caused by the customer, we may deduct or charge reasonable direct costs where the law and the product’s return condition allow. Sealed or time-sensitive goods may need to be assessed before they can be redelivered or returned to stock.

10 Product recalls and safety notices

If we or a relevant supplier, manufacturer or authority issue a recall or safety notice, affected customers must stop using the product, isolate it safely, retain the packaging and batch information, and follow the instructions we provide. We may contact customers using order details where this is necessary for safety even if they have opted out of marketing.

11 Contact

For delivery help, email hello@nadurawellness.com with the order number and postcode.