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Delivery & Returns

UK Delivery

FREE Standard Ground Shipping available on all UK orders £75 and over (after any discounts or promotions have been subtracted and excluding any taxes). Or £6.95 for orders less than £95. 

Royal Mail 72 Hour Tracked delivery - £5.99.

Express next day delivery is delivered the next working day for orders placed before 12pm (noon) Mon - Thurs.  Orders placed after 12pm (noon) or on a Friday will be dispatched the next working day. Please note deliveries will not take place over Christmas and Bank holiday. This is a tracked, signed for service.

Processing orders usually takes 1-2 business days; however, currently processing times may be delayed. Once picked up from our warehouse, ground packages are usually delivered within 7 business days. If royal mail 48 hour shipping is selected at checkout, processing times still apply. After being picked up from our warehouse, packages should arrive within 2 business days. However, please be aware that many shipping carriers are experiencing delays due to increased volume and COVID-19. As a result, shipments may be subject to further delays while in transit. We regret that at this time, we cannot ship outside of the UK.

    Returns

    We hope that you are delighted with your order, however in the unlikely event you are not and wish to return to return your purchase please follow these three easy steps:

    1. Send an email to here2help@aunaturel-hair.com with your order number (if you don't have it—please specify your name and address) and items to be returned. Unfortunately, we are unable to refund your original shipping charges unless the return was a result of our error.

    2. Pack and seal your return merchandise securely in the original package. The return must include the unused product; all original packaging, and documentation, which may have been included in the original shipment; the receipt; and a note containing your name, address, and reason(s) for return.

    3. All return packages must be shipped via a courier that provides insured tracking services, as we cannot be responsible for items that are not received at our warehouse. 

    If you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Au Naturèl website, you must return them in accordance with the procedure outlined above and not directly to a partnered retail location.

    Refunds and Exchanges

    • We hope you will be completely delighted with your order but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. In the interests of hygiene and consumer safety, items can only be returned for a refund if they are unopened, unused and in a re-saleable condition, and this must be done within 14 days. Please note that we do not cover the cost of returning the order and we suggest a tracked service to ensure safe delivery as we are not responsible for the returned order until it reaches us. The return address is as follows: Au Naturèl Returns Department, 6 Taranto Road, Canvey Island, Essex, SS8 7LH.
    • Unfortunately we are unable to process any refunds or exchanges for products that were not purchased on aunaturel-hair.com. You will be required to contact the original place of purchase, as when you choose to purchase through other retailers you are committing to their individual terms and conditions regarding refunds and returns. 
    • If you have any questions or concerns please do not hesitate to contact us on here2help@aunaturel-hair.com

     

    1. YOUR RIGHTS IF THERE IS A PROBLEM WITH A PRODUCT

    In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered please notify us as soon as possible via WhatsApp {000.8888.8888} or email {here2help@aunaturel-hair.com}. 

    Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.

    Also please note:

    • Our returns are usually processed within 7-10 working days from when they arrive back to us. They will be assessed and accepted if they are deemed as faulty.
    • Once the refund has been processed any funds due should appear on your bank statement within 5-21 working days (Please note that refund times are dictated by the card issuers and are outside our control).
    • This does not affect your statutory rights.
    • When returning your faulty products please include the invoice with the details of the products you are returning and enclose a detailed note with your returned parcel.
    • Please always include a convenient telephone number and your email address in case we need to contact you regarding your return. We strongly recommend that you obtain a postage receipt from the Post Office with a tracking number. We are responsible for your parcel only once it has been received into our head office.
    • Items lost in transit will not be treated as returned.

    Cancelling or Amending your Order

    • Once your order is complete, you can no longer add items, or change your order.
    • If you want to add items to your order, you should place another order within 24 hours of your original order, then contact us with both order numbers, and we would be happy to refund you the additional delivery charge. 
    • You should be able to cancel your order within 24 hours of placing your order, but sometimes our warehouse is really quick at getting the orders out the door and they could have already dispatched it to you, if this is the case we would be unable to cancel it. However, you can return the parcel to us as long as it is has not been opened.
    • This does not affect your statutory rights.