WE’RE TEMPORARILY HALTING ALL EU ORDERS

Like many companies, we are currently experiencing issues with shipping orders to EU destinations due to Brexit, as some individual countries have brought in their own regulations regarding the shipment of cosmetic products.

Although there are no overall restrictions for the number of beauty products that can be sent in one parcel to an EU country, we’re receiving reports that some orders have been stopped in customs because they contain over a certain number of products. These rules have been brought in by the individual country the order is being shipped to.

This has caused a lot of confusion for delivery companies and subsequently lots of delays, and it is for this reason that we have decided to temporarily suspend any EU orders until the situation is rectified, including orders to the Republic of Ireland.

Hopefully, the situation will settle down once everyone gets used to the new post-Brexit delivery updates. To avoid delays and any confusion for our EU customers, we feel it’s better not to accept any EU orders until the situation has settled.

Once we’re confident we won’t have any customs issues with EU orders, we will of course start taking EU orders again as normal.

This information excludes Northern Ireland, Channel Island and Isle of Man deliveries, and we will still be accepting these orders as normal. We will also still be processing any international orders outside of the EU, as these haven’t been affected by Brexit.

We feel this is the best decision to make until the situation settles, and thank you for your patience and support!

IF YOU ARE A CUSTOMER OUTSIDE OF THE UK AND THE EU

The rules around the importation of UK products into non-EU countries have not changed with Brexit (1st January 2021).

Any customer purchasing our products from the UK to be shipped into their own country outside of the UK and the EU, may be required to pay additional Import Taxes and duty. The amount of Import Taxes and/or duty that needs to be paid will be dependent on the minimum order value rules within the country you live in.

These rules are the same as they were before Brexit, and haven’t changed. So in this instance, you will be charged these fees as normal. If you’re a customer living outside the EU, please check your country’s import taxes and custom duty rules before placing an order with us.

We hope this helps you further understand the charges you may receive depending on where you’re ordering from, and – as always – please don’t hesitate to get in contact with us if you have any questions!

Returns Policy

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 27/04/20

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.

Your statutory rights

Our Returns Policy does not affect your statutory rights.

For more information about your other statutory rights, please visit the UK Government’s website at: www.direct.gov.uk

Right to Cancel

You have the right to cancel this contract within 14 days without giving reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

In addition your right to cancel set out above we may, at our discretion, after the 14 day cancellation period has expired allow you to return items that are unopened, in pristine condition and in their original packaging with any retail seals unbroken and we may, at our discretion, arrange for the postage costs to be either refunded or paid for.

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:14 days after the day we receive back from you any goods supplied; or(if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.                                   

Please email our Customer Service team to arrange your return

If we sent you the wrong item hello@nibunaturals.com

If the item is damaged or faulty

Where you are returning a substitute item which you do not want to keep.

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives via your account or by post at 78 Dawstone Road, Heswall, CH60 8ND, England.

For business-related queries only please contact: hello@nibunaturals.com

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