UK Deliveries
All delivery timeframes are based on items being in stock at the point of purchase. Please refer to your order confirmation for any pre-order information and estimated delivery dates. We offer free delivery to all mainland UK orders.
Service |
Courier |
Cost |
Timeframe |
| Samples |
Royal Mail Tracked 24 |
FREE | Next working day on orders placed before 2pm |
| Standard Delivery |
Parcelforce/Arrow XL* |
FREE | 2 - 4 working days |
* Depending on the weight of your ordered products, your items may be sent out with Parcelforce Express, Arrow XL or Panther Logistics. Generally, 2 or more panels will be sent with Arrow XL however, there may be the occasion where this changes. In this case, you will still receive tracking information.
For orders to Northern Ireland, UK islands and other remote areas, please allow up to 14 days for your parcel to arrive on Standard delivery.
Customers outside of mainland UK will be required to pay a flat rate surcharge calculated at the checkout. Northern Ireland are required to pay a flat rate of £49.99 whilst other non-mainland areas are required to pay a flat rate of £99.99. If the charge calculated at checkout does not seem right, please contact our customer service team to sort out for you.
Please note: If there is a sale on, there may be delays with deliveries due to high demand. We will endeavour to contact you if this is to be expected.
International Orders
All international orders will be dispatched via DHL International and can take between 8 - 14 working days to arrive after leaving Naturewall. 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 at your country. 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.
Please note: the UK VAT rate will be automatically removed from the price at checkout.
US Orders
If you are ordering from the US, please visit www.us.naturewall.com to receive accurate pricings and delivery charges.
Tracking your order
Once your order has been dispatched from our warehouse, you will receive a tracking number via email or SMS.
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.
Return Policy
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 be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Before confirming the return of your items, we will request a photograph showing the condition of the product.
Customers will be responsible for arranging the transport and insurance of the goods being returned. Any damages that occur during the return process will may be liable to deductions from the refund amount owed. All returns must be sent to our main distribution warehouse:
Naturewall
28 Bergen Way
Hull
HU7 0YQ
To start a return, please visit our Returns Centre - https://naturewall.returnscenter.com
Please note, due to the size and made-to-order nature of our products, as well as free outbound shipping service and potential of diminished value on return, we do charge a restocking fee for all returns. This amount equates to 10% of the total order value, up to a maximum of £100. This will be deducted from your refund automatically.
We do not recommend booking fitters, joiners or builders until you have received your items. We are not liable for any costs to cover these should there be a delay in delivery.
Cancellations
We accept order cancellations by retail customers providing the order has not been dispatched by our warehouse team. We cannot accept cancellations on any made-to-order items, or trade/B2B orders once they have been placed. If you are not in and the item returns to us, or you choose to reject your parcel, this will class as a return. The restocking fee will be charged, as above.
We recommend contacting out customer service team via phone within 1 hour of placing an order to ensure your cancellation request is processed.
Damaged items
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.
Missing items
If an item is missing, please contact info@naturewall.com and we will raise a claim with the courier immediately. Please be advised that a claim can potentially take some weeks, although we do aim to get this resolved as soon as possible – 72hrs for couriers. Once confirmed as lost via the courier, we will send out a replacement.
If your tracking information claims your item has been delivered to yourself and it has not been, please contact us within 24 hours via email. We cannot accept a phone call or attempted calls as a claim. If we can prove it has been delivered via courier tracking, then we are not able to provide a refund, but we will do everything we can to resolve the situation for you.