Frequently Asked Questions (FAQ)
Hopefully our FAQ’s below will answer most questions you have about shopping with us at The Big Natural Company! Shop for all of your Organic Makeup, Organic Skincare, Organic Beauty, Organic Tan, Organic Haircare, Natural Cosmetics and Toxin-free needs with us!
Shipping & Delivery
How much is postage?
Postage will vary dependant on country and order total.
Standard UK shipping is free for club members. Please be logged in to your account when checking out and FREE shipping will occur automatically. Unfortunately, we can’t issue a credit note or refund if you didn’t sign into your account before placing your order.
If you are not a member, postage is FREE for orders over £60 within the UK. If your order is under £60, we charge a flat rate of £5 within the UK.
We ship worldwide. Please note that the shipping costs to each country vary & we will contact you after purchase to organise shipping cost.
Please note that all import duties, taxes & charges are unable to be included in the item and are therefore the buyer’s responsibility.
How long will my order take to arrive?
We provide same-day despatch on orders placed before 10am each weekday. We use couriers dependant on location. Delivery is normally within 1 – 3 days.
Please note that during holiday seasons orders may be delayed by a day or so.
Can I have my order Express Posted?
You can select the Express Post option at our check-out, which includes Saturday delivery but this does not guarantee next day delivery. Unfortunately, we can not refund the postage cost to you if delivery does not occur next day although most of our parcels do arrive next day when using the next day delivery service.
Can I request my parcel be left unattended?
Our couriers will require you to sign for your delivery by default. However, if you would prefer to have your package left in a safe place you can place a note on the checkout page and write ATL (Authority To Leave) option at checkout. You can also add further delivery instructions or where you would prefer it to be left and this will be given to the courier.
Any packages which are requested ATL can not be replaced if they go missing, so this option is at your own risk.
I entered the wrong delivery address
Please contact us by email as soon as possible. If we can we will endeavour to change the delivery address. If it has already been despatched by our despatch team we won’t be able to change it. We require signature on all of our parcels so it should be returned to depot and there will be the £5 fee to have the items re-sent to your correct address.
Return to sender fee & re-postage fee
As part of our service, we will happily cover the cost of the return to sender fee, however, the cost to have the package resent will be 5GBP.
My package seems to be lost or stuck ‘in transit’?
If your package is showing ‘in transit’ for over a week please let us know so we can chase the courier company and lodge an investigation with the courier.
If the package was delayed because of an incorrect or incomplete address, the item will probably get returned to our warehouse. To have this package resent to the correct address, even if you are a member, there will be a £5 postage fee.
I requested ‘Authority to Leave’ but my delivery wasn’t left.
Even if you give ‘Authority to Leave’ by ticking the box at checkout the courier makes the final decision of whether to leave the parcel. If you have requested ‘ATL’ and your parcel has not been left please contact the courier or local post office to discuss this.
Combining orders & refund shipping
If you contact us asap we will endeavour to change your order for you if your parcel has not left the warehouse. However, once an order has been processed through our system, we are unable to make any changes or provide shipping refunds. But we do offer free shipping for our members so you can create a new order!
When will my order get despatched?
When you place and pay for your order you should receive an email confirmation within 10 to 30 minutes. If the payment didn’t go through we will send you an email let you know and we can arrange a suitable time to contact you for payment.
Can I change my order?
We despatch our packages the same day so unfortunately we can’t add or change your order after it has been submitted because it will delay. All orders are sent to despatch and packed as soon as they are placed to make sure it arrives with you as soon as possible. If you change your mind on a purchase you can return the goods within 7 days however we can not pay for your return postage costs in this case. We offer free postage within the UK if you are a club member so feel free to place another order.
We use recycled brown paper void fill which is 100% recyclable. Our outer box or other packaging is recyclable.
I forgot to add my discount code!
We can not apply discount codes after orders have been placed and processed. Please contact us so we can give you another code to use on your next order with us.
T+Cs for B5GBP off your first order?
There is a 25GBP minimum spend in order to redeem your 5B£
Spend your B£ at the checkout.
Any damaged or faulty products will be replaced if we are notified within 7 days of receipt. Please email us a photograph of the product packaging and packaging slip within 7 days to email@example.com
If you are unhappy with any of your purchases you may return them within 7 days of receipt, please notify us by email or phone and the cost of sending back the returns will be at your own expense.
We do not accept returns for:
Underwear (for hygiene reasons)
In the case that you wish to return a product, please send it back within 7 days of receiving your parcel (with recipients name/packaging slip in the box) to : PO Box
Any items that arrive to you damaged or faulty will be replaced if you email or call us within within 7 days of receipt. Please email us a photograph of the packaging slip, product and packaging within 7 days at firstname.lastname@example.org and we will help you through our processes for replacing.
I have received an incorrect item or there is an item missing?
In the unlikely event that there is an issue with your order please email a picture of your packing slip, packaging and the goods to email@example.com within 7 days of receipt and we will talk you through replacing or any issues such as back order.
Out of stock
We order stock daily so if there is any delay in the return of any stock it is most likely that the supplier is also out of stock. We will be back in stock as soon as the product is available to us. If the item is available from another merchant it could be old stock, as such we would advise waiting for it to return to stock on out site, or emailing us to see if we know how long the wait will be. Sometimes we allow purchase on back order too!
My pump isn’t working!?
Many pumps used in natural products are ‘air pumps’ which means that they do not contain the plastic tubes like other products and use air suction technology instead. Sometimes air gets trapped causing air pockets – a tap on a hard surface followed by a few pumps should make the product flow.
Where do your products come from?
Our products come from UK, Europe, Australia, New Zealand, Canada and America and most of which are certified: natural, organic, food grade and biodynamic. We believe our knowledge in toxic and harmful chemicals makes us able to provide you with only the best natural organic and pure products. This we believe that we are the most scrupulous online health and beauty store because of what products we will and won’t allow in our store in the UK.
All prices on our website are listed in GBP, British Pound Sterling.
Discount Codes & Vouchers
Can I buy a gift card?
Yes! Gift Vouchers will be emailed to you within 20 minutes of completion of your order.
The voucher is contained in an email which you can simply email, forward or print in order to give it to the recipient.
If you don’t use up the whole amount on your voucher in one transaction, please send us an email (on the contact us page) so we can provide your remaining balance on a new voucher.
Gift Vouchers are valid for 2 years from date of purchase and can be used in sales and promotions.
Credit, Vouchers & discount codes – how to use
Enter the code that you have into the box at the check out. If you have any problems with the code please contact us via the Contact Us page.
Were can I find discount codes?
We offer discount codes in our subscription emails (see the black bar at the bottom of the page), occasionally in our subscription boxes and on our social media pages (see at the top of the page). We are unable to back date discounts on orders placed before any promotion.
Do you share my email with anyone else?
We never share your email with any third parties. We use your email to send you your order details, provide your tracking code or if you sign up to our email newsletters you will keep up to date with offers and news when we send those to you!
Do not worry! Just pop your email address into our Forgotten Password form. If there is an account under that email address you will automatically receive an email to create a new password.
When will my Subscription Box arrive?
Subscription boxes are sent at the same time every month, during the first week.
Can I cancel my Subscription?
You may cancel your monthly box at any time, just email or call us to let us know you no longer wish to continue your subscription!
My review has gone?
To comply with UK law, we are required to monitor all publicly posted product reviews on our website and in accordance with UK laws, remove any of these reviews if they appear fake, offensive, defamatory or irrelevant. This includes reviews that state a product resulted in disease or medical condition (including allergies) or breaches legal guidelines.
We may edit your review in part to ensure it remains within these guidelines, this includes the removal of words that may appear offensive, rude or irrelevant.
Please note that reviews should be based on your personal experience and opinion.
Please contact us at firstname.lastname@example.org for any further clarification on review monitoring and for a copy of the UK legal guidelines.
Please feel free to call or email us if you have any questions.