Christmas Delivery Information
Our warehouse is closed from 23rd December – 2nd January. Any orders placed in during this holiday will be posted on the 3rd January.
Our showroom will also be closed during this time and then will reopen Mon – Wed – Friday until February.
We use Royal Mail 1st and 2nd class, Parcel Force, Hermes and other tracked service providers.
All our products have their own price band for delivery and this is determined by size and weight and what service will be used to send it.
Our postage start from 99p
The postage price will automatically be added on to any items in the basket. When purchasing more than one product you will only be charged postage once, which ever item has the highest postage will override the rest.
You are more than welcome to arrange your own delivery/collection but please email us at [email protected] or call 01603 927510 before placing your order.
You are also welcome to view/collect any items from our branch in Lenwade, please let us know in advance using the contact methods above.
Unfortunately there are a few areas we do not currently post too, details of which can be found in our full delivery information below.
Delivery & Returns
What does delivery cost?
We have different price bands for delivery depending on the size and weight of an item to the majority of UK mainland addresses; these are our standard charges for the majority of our packages. Working days are Monday to Friday, we are here Monday to Friday during working hours, orders placed overnight will be processed the following day, orders placed on Fridays, Saturdays or Sundays will be processed on Monday (excluding bank holidays). We use Royal Mail, Hermes and other tracked 48 hour services for smaller packages – large items will be palletized or where possible delivered by us.
Deliveries are usually made between 9am – 5pm Monday- Friday. No time can be specified and a signature is required on receipt for any tracked services. Goods can be left on your property i.e. in the garage; however this is at your own risk. Deliveries cannot be guaranteed! Whilst we can control the process of your order, and confirm the departure of a shipment from our warehouse, it is of course then in the hands of the carrier company. Carriers can understandably be affected by road conditions and adverse weather amongst many other unforeseen issues.
This price does not include Saturday delivery – if you require a Saturday delivery please call us on 01603 927510 and we can quote you for the additional cost.
Certain UK postcodes regretfully incur a surcharge: For Example – Scottish Highlands and Islands (FK17 – 99, G83, IV1-28, IV33-39, PA21-23, PA35-40, PH18-26, PH30-42), Off-shore which includes Isle of Wight, Isle of Man, Channel Islands, Scilly Isles, and Northern Ireland. If your postcode falls within a surcharge area we will contact you before we dispatch the goods.
Shipping outside of the UK will incur surcharge on the delivery e.g. Ireland, France, Germany etc. Please email [email protected] with your full address and postcode.
Please note: We are unable to economically ship certain items to off shore Islands due to their size and fragility. Customers are always very welcome to collect in person, please check availability before travelling. Or can arrange your own shipper, this is however done at your own risk and Natural East will not be liable for any damage or delays in delivery.
*Please Note!* Natural East does not decide on areas to be surcharged, it is the carriers that decide costings.
Orders taken by 2pm on any working day can usually be dispatched the same day. This however does exclude large furniture items and anything that needs to be sent by courier – any orders that require a courier can be dispatched same day if the order is received by 10am, but this may not always be possible in busier periods.
Special information! At busy times…. Orders are picked and dispatched in strict received order. At busy periods we sometimes have to make ‘cut off’ times earlier than normal, particularly on Mondays. Occasionally you can also receive dispatch confirmation automatically from the courier, Unfortunately this does not guarantee the parcel will be delivered the following day, due to route logistics and transfer between the couriers own depots.
Our availability of items is unfortunately not on a live stock system and can occasionally be oversubscribed, especially over night or at weekends. We are here and happy to help from Monday to Friday, 10 am to 4 pm with all aspects that you may need help with and also can be reached on a Saturday between 10 am and 4pm to help with any urgent queries. You can also email us at any time at [email protected] and we will do our best to get back to you as soon as possible.
When will my order be delivered?
Arrival on the expected delivery day cannot be guaranteed, most of our Royal Mail packages are received next day – this does exclude heavier items that will be sent second class. We use Parcel Force 48 hour tracked, Hermes and other tracked services – Once dispatched it can take one working day to be collected, once collected it can take up to the time stated to be delivered (i.e. 48 hours) Problems with deliveries i.e. road works, parcels being misrouted etc. typically account for any delays. Where ever possible tracking information will be sent to your email.
Most deliveries take place between 9 am and 5 pm Monday – Friday, though please note that we are not able to give a firm guarantee of an AM or PM delivery and some of our carriers do deliver up until 8 pm.
If a parcel hasn’t arrived let us know, we don’t know there’s been a problem unless you tell us, ideally ring us on 01603 927510.
PLEASE CHECK THE CONTENTS OF YOUR DELIVERY IMMEDIATELY, THE GOODS MAY GET DAMAGED IN TRANSIT. UNDER NO CIRCUMSTANCES CAN WE ACCEPT A CLAIM FOR LOSS OR DAMAGE IF THE GOODS ARE SIGNED FOR AS “IN GOOD CONDITION”, “UNEXAMINED” OR “UNCHECKED” YOU MUST SIGN AS “DAMAGED”.
Can I specify a delivery date?
If there is a specific date on which you would like your order delivered, please state so when placing your order. This is only applicable to large furniture items that are palletized or delivered either by a courier or when possible ourselves.
We will do our utmost to deliver on the date specified and if we cannot accommodate the date requested we will telephone or email you.
If you require a Saturday delivery, please call us on 01603 927510 after placing your order. This will cost extra.
Do I need to be in to receive my order?
You can request to have your order left in a safe place, or to have the order left with a neighbour when using our tracked services, a note will be left on your package detailing any instructions. This is however done with the carrier’s discretion.
Please specify clearly where you would like your order left when ordering.
- If you request goods to be left, e.g. “Round the back of the house” or “On front porch” etc. this is at your own risk – we cannot take responsibility for goods that are subsequently stolen or damaged.
- Damage must be reported within 7 days of delivery.
Can I have my order delivered to an alternative address?
Yes you can. You’ll see that when you place an order you can enter billing and delivery addresses. It is essential that the postcode is provided together with a phone number for the delivery address in order that there is not a delay.
If you request a change of delivery address after placing an order then an additional charge of £15 will be levied (this is the couriers re-direct charge).
My goods have not arrived
If your goods have not arrived within 2 working days of receiving notification of them being dispatched or you have not had any information regarding the status of your order then contact us via email, or call us on 01603 927510.
*Please Note* Royal Mail stipulates it can take up to 15 days for a first class package to arrive. This is longer for any larger parcels going second class (i.e. Rugs). Please be patient at busy times.
Returns and Refunds
Returns are only acceptable if the item is returned in its original condition, within 28 days of the date you received the item, unopened and we will issue a full refund for the price you paid for the item.
We can only accept the return of opened items if they are faulty.
We offer a 100% satisfaction guarantee which means we will accept returns for items even if the reason is only the colour doesn’t match your room; you will however have to pay from return postage, and you will receive a refund for the item but not the postage and packing.
Colour changes and specification updates:
Our suppliers reserve the right to alter colour and update the specifications of their products without prior notification. We suggest customers email us if colour or updates are an issue before ordering, we can then confirm the current stock specifications. Details are correct at time of listing. Due to the handmade nature of our products they may contain character enhancing qualities; these qualities do not affect the function of the product. Before returning items please call us on 01603 927510 or email [email protected]
This returns policy does not affect your statutory rights.
Shipping and handling charges for returns are borne by the buyer.
To ensure the safe return of the merchandise and for your protection, we recommend that you use a recorded-delivery service or obtain a certificate of posting, especially if the value of the return is more than 40 GBP. Contact us directly for a return of a large furniture item.
A full refund including the postage & packing charge will only be made if the item is faulty.
If you are withdrawing from the purchase after dispatch and there has been no error on our part, the cost of postage and packing will stand.
A refund after the first 7 working days from delivery may incur a re-stocking and administrative charge of £20.00
Your Statutory Rights
We do not store credit card information nor do we share customer’s details with any 3rd parties
At Natural East we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items.
By law, customers in the European Union also have the right to withdraw from the purchase of an item within 7 working days of the day after the date the item is delivered. The item should be returned in its original condition, unopened and with any seals and shrink wrap intact.
To cancel your purchase within the seven-working-day cooling-off period, please call us on 01603 927510 – giving the reason for the return as “I just don’t want it anymore”.
Please package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you.
Please note that it is possible to return items to any store, but larger items must only come to Lenwade. If wishing to return an item to one of our branches please call in advance and explain you bought the item online and wish to return and ask them to notify Lenwade of your return being made – the numbers can be found in our ‘stores’ section on the website where you will also find their locations.
For your protection, we recommend that you use a recorded-delivery service or obtain a certificate of posting, especially if the value of the return is more than 40 GBP.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective.
We may be able to arrange for collection of the item from your residence at your cost.
As soon as we receive notice of your cancellation of the order, we will refund the relevant part of the purchase price for that item.