Shipping and return.
To United Kingdom.
We will provide free delivery on all orders over £50 and charge £3.50 order below £50. Please allow 5-7 business days for delivery.
Next working day delivery is available for £7.50 if you order before 12pm. If you order on Friday, your order will arrive on the next working day on Monday.
Other parts of Europe:
We provide subsidised international shipping rates. Go to checkout to view the localised rates to your destination. Please allow 5-15 business days for delivery.
Other part of the world
Shipping starts from £14.99 with inclusive tracking. Go to checkout to view the localised rates to your destination. Please allow 10-25 business days for delivery.
What happens after my order is placed?
Upon placement of your order, you will receive an order confirmation email to review your details. We aim to process your order within 2-3 business days. You will receive a shipping confirmation email once your order has been shipped. Orders are processed for shipping on business days (Monday - Friday excluding UK public holidays). Estimated delivery times commence from the date of shipping and delivery times remain at the responsibility of the courier.
How do I place a return or exchange?
We are confident that you will be delighted with your purchase, but should you wish to return an item for a refund or an exchange, then simply return it to us within 30 days of placing your order. To be eligible for an exchange or refund, items returned must be in new and unused condition.
To initiate a return, simply forward your sales confirmation or proof of purchase to email@example.com. We will advise you of the next steps. You will be refunded in full to your original form of payment, excluding the cost of standard delivery, unless the goods arrived to you damaged, faulty or incorrect. However, we will not refund your cost of returning the Product(s) to us.
If you wish to return a product that was purchased anywhere other than vianatureshaircare.com please reference that specific retailers return policy for instructions on how to do so.
Where is my order?
Upon shipment of your order, you will receive a shipping confirmation email containing a link to track your order. If you're in the UK, orders usually arrive in 5-7 business days. If you're in the rest of Europe, orders usually arrive within 15 business days. For orders going to the rest of the world, please allow up to 25 business days.
Most items arrive within the estimated delivery times stated above. If you have not received your item in the usual time, don't worry as delays do occasionally occur. However, if you have not received your item within 7 business days for the UK, 25 business days for Europe, USA or Canada and 30 business days for rest of world, please email us and we will investigate with the courier.
My product arrived damaged. What do I do?
Sorry to hear that your product arrived damaged. We apologise for the inconvenience caused. As we try our best to provide an exceptional service, however some factors like rough shipping and handling are outside of our control, and issues like this can happen.
If your order was placed through vianatureshaircare.com, please contact us at firstname.lastname@example.org with your order number and a picture and description of the damage. We will get back to you with next steps. If you purchased from another authorised retailer, please contact them directly for assistance.
Upon confirmation of damage, we will be able to send a replacement or offer a full refund to your original method of payment.
What happens if I miss a delivery?
If you miss the delivery, a card will be left by the courier and they will attempt to deliver the next business day up to 3 times. For products returned to us by the courier, due to failure to collect/receive the parcel or due to an incorrect or non-existing delivery address, it can take any time up to 3 weeks for the courier to return the parcel to us as a result of non-delivery. Once received, a refund of the goods minus the original cost of shipping will be issued.
Alternatively, it can be re-shipped at a shipping cost.
If you have any other questions related to shipping, please contact us at email@example.com