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 parcel has returned to the sender?
- What can I do if the tracking says that my package was delivered but I didn’t receive it?
- I have received damaged goods, what can I do?
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, you 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?
We work around the clock to ensure that we can continue to provide you with our service as usual. However, due to the current difficult situation, there may be delays with our shipping service providers. Each party involved is doing their best to ensure that you receive your Superfoods as quickly as possible. Therefore we ask you to be patient if your package does not arrive on time.
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 parcel has returned to the sender?
If the tracking system tells you that your package has been returned to the sender, it is possible that your address on file is incorrect or incomplete. Please contact our customer service department and provide us with your order number, tracking code (or tracking link) and your full address (the recipient’s name must be identical to the name on the mailbox) – we will then arrange for a new shipment.
What can I do if the tracking says that my package was delivered but I didn’t receive it?
It is likely that you were not at home to receive your package at the time of delivery. If this is the case, please check if the carrier left a delivery information in your mailbox. Your package could be with one of your neighbours or the caretaker.
If your package cannot be found, please contact the delivery service first. If the package remains untraceable, please contact our customer service.
I have received damaged goods, what can I do?
We are very sorry that you have received damaged goods. Sometimes it happens that the products are damaged during the delivery. Please use the contact form, select “Damaged product” as the topic and add photos of the damaged products. We will arrange a replacement delivery as soon as possible.
Back to the FAQ