DELIVERY TIME

We know you want to get your hands on your green goodies asap and that's why we use DHL Express. DHL Express' estimated delivery time is only 2–4 business days. Please note that short delays may occur during campaigns and promotions.

We process & pack all orders within 24 hours on business days. Parcels are not shipped during the weekends. E.g. if your order is made after 12pm on Friday or during the weekend, it will be shipped on Monday. Please note that there may be short delays in the processing of orders during campaigns and promotions.

 

SHIPPING FEES

Please note: Shipping fees vary based on location. You will see the delivery fee at checkout. Shipping fees for the rest of the world are location-based. For Denmark, Estonia, Sweden and Finland, a shipping fee of €8.90 applies for orders under €80.

 

VAT & CUSTOMS CHARGES

All our prices include VAT, but not country-specific duties. Please note, that we are shipping from Finland, EU, so additional customs duties may be charged when ordering to countries outside the EU. All additional fees are paid by the recipient. We will not refund any customs fees. We recommend to check your country-specific limits before placing the order. 

 

UNDELIVERED PACKAGES

We charge a processing fee of €19 for orders that are returned to us undelivered.

Such situations include when the customer does not pick up the shipment or does not want to receive it due to additional customs or shipping costs.

The sum is deducted from the refund amount. 

 

EXCEPTIONS

Ordering to Turkey

Unfortunately, shipping to Turkey is not possible due to Turkish regulations. 

Ordering to Switzerland

Please note that if you are ordering to Switzerland, import customs duties are charged on goods ordered abroad. In principle, you need to pay customs duties and Swiss VAT on any product you order from abroad.

In most cases, only the shipping costs are paid by the sender. Customs duties, VAT and customs clearance charges, on the other hand, are automatically charged to the recipient unless the sender has clearly specified otherwise in the waybill.

Customs fees can vary widely. In Switzerland, the recipient of a package needs to pay the following fees:

  • VAT on the value of the goods ordered (including shipping costs and customs duties)

  • Customs duties on the gross weight

  • Additional costs for products such as tobacco and jewellery

  • Carrier’s expense

Postal and shipping services (including Swiss Post, DHL and UPS) take care of all the customs clearance formalities. They charge a fee for this, which may vary depending on the country of origin.

 As the recipient of a consignment from abroad, you pay the necessary VAT on the value of the goods and customs duty on the gross weight.

Ordering to United Kingdom

VAT is charged on all goods (except for gifts worth £39 or less) sent from:

  • outside the UK to Great Britain
  • outside the UK and the EU to Northern Ireland

VAT is not charged on goods that are gifts worth £39 or less.

You pay VAT when you buy the goods or to the delivery company before you receive them. If you have to pay VAT to the delivery company, it’s charged on the total package value, including:

  • the value of the goods
  • postage, packaging and insurance
  • any duty you owe

VAT is charged at the VAT rate that applies to your goods.

Goods worth £135 or less in total

If you bought the goods yourself and they are not excise goods, the seller will have included VAT in the total you paid.

You will need to pay VAT to the delivery company if the goods are:

  • gifts sent to you by someone else and worth more than £39
  • excise goods

Goods worth more than £135 in total

You will have to pay VAT to the delivery company either before the goods are delivered or when you collect them.

Customs Duty

You’ll be charged Customs Duty on all goods sent from outside the UK (or the UK and the EU if you’re in Northern Ireland) if they’re either:

  • excise goods
  • worth more than £135

If you’re charged Customs Duty, you’ll need to pay it on both:

  • the price paid for the goods
  • postage, packaging and insurance

 

ABOUT DHL EXPRESS

Fast delivery with DHL Express (On-Demand Delivery)

  • Delivery time depends on your country, but orders are usually delivered within 2-4 business days.
    If there are delays in the delivery of your order, we will notify you by email as soon as possible. Please note that we are not responsible for DHL's own delays.
  • Once your order is shipped, you will receive a shipping notification. 
  • DHL ODD notifies you by email and/or SMS about your shipment’s progress and estimated delivery date/time. If it doesn’t fit your schedule, you can customize your delivery via DHL ODD and decide how, where and when the delivery takes place. 

 

 

 

DHL will store the shipment for a short time only. If the shipment is not delivered within the storage period, it will be returned to the sender. The fee for the undelivered package is €19 and will be charged upon return process.

If you have any questions about delivery, please contact your local DHL directly.

PAYMENT METHODS

We accept all common payment methods: Mastercard, American Express, Visa, Visa Electron, Danske Bank, Apple Pay, Mobile Pay, Masterpass and Klarna. If you have any question regarding payment, please contact directly payment service provider. 

HAVING TROUBLES WITH PAYMENT?

If your credit card is not accepted or you're facing any other problems at the checkout, we primarily recommend to try the following steps to finish the payment: 

  • Try selecting Shop Pay at the checkout (blue button)
  • Try refreshing the page
  • Try using another browser and/or device. Errors may occur especially with Safari.

If these steps won't help, please contact our customer care at service@naturelleshop.com. We are always happy to help!

RETURNS

Our return policy allows for a 14-day return period on all unopened and unused items. Please note that opened products are not eligible for refunds. Contact our customer care team prior to initiating your return to receive a free return label.