Processing, Returns and Exchanges
**Orders placed between November-December 2020**
Royal Mail Delays:
The end of the year is the busiest time of the year for Royal Mail, even more so now due to COVID-19 and staff shortages. Royal Mail is recruiting more staff members, but, unfortunately, delays are still to be expected. Bourn Beautiful Naturals has no control over your parcel being delayed, and can not speed up the delivery process, nor can we obtain additional information beyond the information we share with you when you place your order.
During DECEMBER 2020:
We will only offer Royal Mail Tracked 24 and Tracked 48 options for the UK. Additionally, we will offer DPD options for those concerned about delays (usually arrives 1 business day after shipping). However, any issues with DPD must be raised with them directly as we have no control over shipping companies and are not responsible for any delays that any shipping company may experience. We thank you for your understanding.
We are happy to provide free delivery on all domestic orders over £35, or for £3.74 for any orders below £35. Please allow 1-2 business days for processing and a further 2-3 business days for delivery. We use the Royal Mail Tracked 48 service, which typically delivers within 2 business days, including Saturdays. Occasionally, Royal Mail experiences delays, which are not the responsibility of Bourn Beautiful Naturals.
We also offer the Royal Mail Tracked 24 and Tracked 48 services which include an option for a signature upon delivery. Please note these delivery windows do not include our processing time of 1-2 business days. Orders placed before 12 noon may be sent out on the same day, making it more likely that you will receive the order within a 24-hour window.
Rest of Europe
We offer rates starting from £8.75 for international shipping, which includes both economy and tracked options. Proceed to the checkout to view the localised rates for your destination. We typically offer free standard shipping on orders over £50. Please allow 5-15 business days for delivery to your destination country plus a further 2-4 business days to allow for the mandatory customs clearance that your parcel has to pass before departing the United Kingdom and arriving in your destination country.
Please note that as a result of Brexit, the UK is no longer a part of the EU customs union but has reached a Free Trade Agreement with the EU. This means that there will be little change in your buying experience with us if you are ordering from the EU. However, Bourn Beautiful Naturals are not responsible for any additional customs charges, fees, or taxes that may be applied to receive your parcel. By placing your order with us, you confirm that you understand that extra charges may apply after your order has been dispatched and have checked these for your destination country.
We offer rates starting from £8.75 for international shipping, including both economy and tracked options. Proceed to the checkout to view the localised rates for your destination. We typically offer free standard shipping on orders over £80. Please allow 5-15 business days for delivery.
Rest of the world
We offer rates starting from £8.99 which includes tracking. Proceed to the checkout to view the localised rates to your destination. Please allow 10-25 business days for delivery.
What happens after my order?
After placing your order, you will receive an order confirmation email to review your details. We aim to process your order within 1-2 business days. You will receive a shipping confirmation email once your order has been dispatched. Orders are processed for dispatch only on business days (Monday - Friday excluding UK public holidays). Estimated delivery times commence from the date of dispatch and delivery times are the sole responsibility of the shipping companies.
How do I place a return or exchange?
In the event you are not delighted with your Bourn Beautiful Naturals purchase and wish to return a product for a refund or an exchange, simply return it to us within 14 calendar days of placing your order if you are in the UK, 35 calendar days if you are in the EU and 30 calendar days for the rest of the world.
To be eligible for an exchange or refund, items returned must be in an unused condition. To initiate a return, simply forward your sales confirmation or proof of purchase to email@example.com. We will then provide further instructions.
You will be refunded in full to your original form of payment, excluding the cost of standard delivery, unless the goods you received arrived damaged, faulty, or you received the incorrect product(s). However, we will not refund the shipping cost of you returning the product(s) to us.
If you wish to return a product that was purchased anywhere other than bournbeautifulnaturals.uk, janetslist.com, detangled-hair.com, hairpopp.com, lovejamii.com, please refer to the returns policy of that specific retailer for instructions on how to do so.
Where is my order?
If you're in the UK, orders usually arrive in 3-5 business days. If you're in the rest of Europe, orders usually arrive in your destination country within 15 business days, plus a further 2-4 business days to allow for the mandatory customs clearance.
If you're in the USA, orders usually arrive within 15 business days. For orders going to the rest of the world, please allow up to 25 business days. Most parcels arrive within the estimated delivery times stated above. If you have not received your parcel within the usual timeframe, don't worry as delays do occasionally occur.
However, if you have not received your parcel within 7 business days for the UK, 30 business days for Europe, USA, or Canada, and 30 business days for the rest of the world, please email us and we will investigate with the shipping company.
What happens if I miss a delivery?
If you miss the delivery, Royal Mail leaves a card with further instructions. The card instructions allow you to reschedule another delivery, or provides the address for the local depot from which you can collect your parcel.
For products returned to us by the shipping company, 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 shipping company to return the parcel to us in the event of non-delivery. Once received, the order will be refunded minus the original cost of shipping. Alternatively, it can be re-shipped at an additional shipping cost.
Do you ship internationally?
We have shipped to beautiful people all over the world! To see our list of countries, click here. Please update the checkout page with your address to view shipping rates. If your country is not listed, please do contact us.
Buyers are responsible for any customs charges related to shipments if they apply. Please note that once your order has been dispatched for shipping and is in the hands of the shipping company, Bourn Beautiful Naturals cannot be held responsible for issues that may occur during shipping, including delays.
Will my order be affected by Brexit?
We will continue to serve our European customers and monitor the impact of Brexit as the situation develops. Your order may be affected by longer delivery times and the time needed for your parcel to pass through customs clearance. As a result, we have allowed extra time for returns coming from EU countries. We also encourage you to check the customs charges and any additional fees for your country to see how it affects you. We are not responsible for any additional charges that apply once your order has been dispatched.
If you have any other questions related to shipping, please contact us at firstname.lastname@example.org.