UK Deliveries
All orders are delivered FREE to mainland UK with Express Couriers.
UK Deliveries will arrive within 2 - 4 working days by either Panther Logistics, Parcelforce or Palletways. Oiled finish products will arrive within 3 - 5 working days.
Deliveries to Northern Ireland, and some areas of Scotland, typically have a delivery time of 6 - 12 days after purchase.
Next day delivery on samples applies to orders placed by 2pm on weekdays. All samples will be delivered the next working day
Please note, dispatch is when your order is collected by the courier, not when it arrives at your door.
As soon as your order has been dispatched you will receive a confirmation email from us with a tracking link so you can follow the delivery.
Please note that during exceptionally busy periods such as during sales, some deliveries might exceed our usual timeframe. Should we experience any delays at these times we will notify you.
International Deliveries
All shipping costs will be automatically calculated at checkout based on your country and zip code.
Customers based outside of the UK may have to pay import fees when the order arrives into your country. Please note the UK VAT rate will be automatically removed from the price at checkout.
All European and International orders are dispatched via DHL and can take 8 - 11 working days to arrive after leaving Naturewall.
After dispatch, the courier should contact you directly to request for any outstanding import fees to be paid. Once processed, they will proceed to deliver your order accordingly.
Track Your Order
We send you a tracking number by email or SMS as soon as your order is dispatched. You can also track your order with the courier by logging into your account.
Cancellations
Non-bespoke orders may be cancelled by retail customers subject to the order not being booked in for dispatch by our warehouse team. We advise contacting our customer service team within 1 hour of placing your order and we will endeavour to process your cancellation request.
Trade/B2B orders cannot be cancelled once placed.
Returns
As per the Consumer Contracts Regulations 2014, retail consumers have the right to request a return within 14 days. No return request will be accepted after this period.
Once your return request is accepted, you then have a further 14 days to return the goods to us. Goods returned outside of this period will be sent back and no refund will be issued.
To register your return and for more information regarding returns you can visit https://naturewall.returnscenter.com
Please note to proceed with a return, the product must be unused, in new condition, and should be secured and returned in its original packaging with suitable protection.
Before confirming the return of your items, we will request a photograph showing the condition of the product. This helps us ensure that the items are in a resalable condition. Customers will be responsible for arranging the transport and insurance of the goods being returned. Any damages that occur during the return process will at our discretion be liable to deductions from the refund amount owed.
All returns must be sent to our main distribution warehouse 28 Bergen Way, Hull, HU7 0YQ
Once we receive the returned goods, they will be inspected by our warehouse team to ensure they are in resalable condition. After confirmation is issued a refund will be processed to the original payment method within 7 working days.
Please note due to the nature of our products and our free outbound shipping service we do charge a restocking fee for all returns –10% of total order value or £100 (whichever is higher) this will be deducted automatically from your refund.
Damages
We operate with high standards and pack the products as securely as possible. Although damages are rare, sometimes they can happen during transit. Please ensure that you inspect your delivery straight away. If any damage has occurred or you notice any fault please notify info@naturewall.com within 48hrs of delivery, please include images and details of any damage experienced. Refunds or Replacements will only be issued at the discretion of the Naturewall Management team. No refund or replacements will be issued for items that have been cut, modified or fitted in anyway. Installation of any product is an acceptance of these terms.