Orders over £25 will receive a free mystery gift!

Orders over £25 will receive a free mystery gift! New headline 2 New headline 3

FAQ

How can I place an order?

Click on the product you’d like to purchase and click purchase. You can then view your basket and check out or add more items!

How will I know my order has been dispatched?

You will receive an email or text notification with your tracking number.

Can I add a safe place for the package if I am not in?

Of course! Just add where you will like the courier to leave the package in the ‘notes’ section.

What payment methods do you accept?

We accept the following:

Google Pay

Apple Pay

Paypal

Debit/Credit Cards (Visa, MasterCard, Amex, Discovery)

Klarna

What currencies do you accept?

We currently can only accept GBP (£).

DELIVERY

All orders received by 4pm are dispatched on the next working day (Monday to Thursday) using Royal Mail Tracked services.

Orders received after 4pm will be processed the following day.

Do you ship to other countries?

Currently, we can only ship individual orders to the UK. Please email us at info@naturalsponge.com and we will be happy to point you to a retailer that stocks our items in your country.

There is a damaged/wrong/missing item in my order?

Please call us at 02089519551 or email us at info@naturalsponge.com immediately and a member of our team will assist you.

What times are you open?

Our office hours are:

Monday – Thursday 08:30 – 17:00

Friday – Friday 08:30-14:30

Please note that we closed on all bank holidays observed in England as well as the week between Christmas Day (25th December) And New year (1st January).

CANCELLATION RIGHTS (RETURNS POLICY)
  1. Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, through our Contact Us page or write to us at Unit 11 Slough Interchange Estate, Whittenham Road, Slough, Berkshire, SL2 5EP, United Kingdom within 14 working days from the day after you receive your goods.
  2. As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.
  3. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used, unless the product is defective and you are returning it for this reason.
  4. Goods that are sealed or shrink-wrapped and this is removed can only be returned if they are defective.
  5. No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.
  6. Please observe the following procedure for all returns to us:
    6.a. On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.
    6.b. If you are returning your product because it is defective, please state the defect or defects.
    6.c. Repackage the product in its original packaging, including any accessories, brochures, manuals, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.
  7. If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.
  8. You are responsible for paying any postage or shipping costs incurred when returning the product.
  9. We recommend that all returns be sent by registered post, so that a record of the return is available for you.
  10. We will not issue refunds for any items lost or stolen in transit to us.
  11. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.
  12. If you fail to return a product to us, we may make arrangements to have the product collected from you. The cost of this collection will be passed on to you.
  13. Unused products may be returned promptly by customers to our address listed at the end of these terms and conditions.
  14. Subject to the above, we will refund the purchase price of a returned product within thirty days of receiving written notification of your intention to return the product.
  15. We will also refund the cost of standard or recorded postage incurred returning a product, if incorrectly sent by us or where the product has been returned due to a defect. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.
Do you have a privacy policy?

Yes, you can find our privacy policy here Privacy Policy - Hydrealondon.