FAQ – Delivery
- How can I track the shipping of my order?
- What are the shipping costs and delivery times?
- My shipping address is too long, what should I do?
- What can I do if my package is returned to the expeditor?
- What can I do if my tracking number says ‘package delivered’, but I have not received my package?
How can I track the shipping of my order?
1. Via Email
When you make an order on www.natural mojo.co.uk and chose to pay with PayPal or credit card, you receive an email confirmation that your order has been approved. In this email you will find your order number, the sum up of your order as well as your billing and shipping address. When you choose to pay with bank transfer, your get a first email with our bank details for you to make the transfer. Once we receive your payment, you receive an email confirmation that your order has been approved.
When your order is ready to be shipped, you receive a second email in which you can find a link that allows your to follow the shipment of your order in real time, as well as your actual DHL tracking number.
2. On our website
You can easily access your tracking information by entering your order number as well as the email used to make your order.
If you can’t access your shipping information, please contact our customer care team
What are the shipping costs and delivery times?
The shipping costs and VAT are dependent on your place of residence and are therefore displayed in the shopping cart as first-rate estimates. During the purchase process, these values are updated and finalised in the summary overview.
The shipping costs are as follows:
|Germany, Great Britain, France, Italy, Switzerland, Belgium, Netherlands, Austria, Poland, Luxembourg, Monaco||Free over £50
|Mayotte, Réunion, Guadeloupe, Martinique, Saint-Martin, French Guiana||Free over £100
|Andora, Lichtenstein, Norway, San Marino, Cyprus, Bulgaria, Hungary, Czech Republic, Denmark, Finland, Greece, Estonia, Ireland, Isle of Man, Croatia, Latvia, Lithuania, Luxembourg, Malta, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain||Free over £100
|Rest of the world||Free over £150
* Possible customs duty or the local taxes are to be paid by the recipient.
Our shipping times may vary. Once your order has been received, it usually takes 1-3 days for it to be processed in our warehouse.
At the moment when the package is ready for dispatch, you receive the shipping confirmation by e-mail.
The estimated delivery times are as follows:
|United Kingdom, Switzerland and other European countries||2 to 5 days *|
|Germany, Austria, Belgium||2 to 3 days|
|Italy, Poland||3 et 5 days|
|France||2 to 4 days|
|French oversea territories, rest of the world||up to 14 days *|
* Time may vary, depending on local carriers and handling time in customs.
If you have not received any shipping confirmation within 10 days of your purchase, please contact our customer care.
My shipping address is too long, what should I do?
Addresses consisting of more than 35 characters are not accepted by our logistic partners. If your address is too long, please use acronyms (st : street, ave : avenue, rd : road, etc) in order to make it shorter. You can add additional information and address complements in the space reserved for this purpose.
What can I do if my package is returned to the expeditor?
If your tracking shows that your package is “returned to the expeditor”, it is possible that the address you communicated to us was wrong or incomplete. Please contact our customer service team and give us your order number, your tracking code and your complete address (the recipient must be the person who’s family name is on the letterbox) – we will organise a reshipment.
What can I do if my tracking number says ‘package delivered’, but I have not received my package?
It is possible that you were not at home for the delivery. In this case, please check your mailbox to see if the carrier left a delivery note. Your package could be at your neighbours or your caretaker.
If you can’t seem to find your package, please contact our customer care.