TERMS & CONDITIONS
In order to provide you with the best possible service, we welcome any questions, comments and suggestions about our products and services. The best way to contact us is by e-mail or through the 'contact us' button which appears on the top menu of this website and we aim to answer all enquiries within 24 working hours.
Our company registered address is:
19 Hungerford Avenue
This website is owned and operated by Serra da Estrela ('Naturezame' or 'us' or 'we'). Registered office: registered in England & Wales. Address: 19 Hungerford Avenue, Slough, Berkshire, SL2 1LH, Company registration 9647433 (England and Wales).
If you want to ask us anything about these terms and conditions or have any comments on or about our website, please email our customer service team via the help section and 'contact us' link which appears on the top right of this website.
'We' or 'Us' means Naturezame. 'You' means the person whose order is accepted by Naturezame. The 'Recipient' means the person who receives the purchase bought through www.naturezame.com.
Prices and Content
Naturezame takes the utmost care to ensure prices and the content of this website, including product descriptions, photographs and ingredients, are accurate and correct at the time of publishing. All prices are shown in Pound Sterling and exclude post and package charges. Prices may change over time. Naturezame will only accept orders if there are no material errors in the description of the merchandise or its price as advertised on this website. In the event of an error or other content related issue, Naturezame reserves the right to correct such error without notification. Naturezame also reserves the right to cancel any order that may have been made under the pretense of such error. All prices are displayed including VAT and exclusive of delivery charges.
Product information, including product descriptions, brand information, color charts, photographs and ingredients, are displayed on Naturezame as provided by the manufacturer or brand authorized agent and Naturezame cannot accept responsibility for any omissions or errors in this information. Independent test have not been performed to verify the accuracy of product claims or ingredient inclusions or omissions.
Products and Availability
Naturezame purchases its products directly from authorized distributors, providing you with an extra guarantee of quality and assurance. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase.
Every care has been taken to ensure that all product descriptions and colors are as accurate as possible at the time of publishing but we cannot accept responsibility for any omissions or errors in this information. Accuracy of colors and color charts is not guaranteed because each computer displays colours in slightly different ways.
All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available and if or when they will be available again.
Gift, Money Off and Discount Voucher Codes
Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When entered correctly the Voucher Code gift or discount will show in your basket. A Voucher Code gift or discount cannot be provided if it has not been entered at the checkout or after your order is confirmed.
When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples and trial sized products. When returning items from your order, if you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund; if you used a free gift voucher and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund. When a Voucher Code provides a free gift, the free gift is not eligible for exchange or refund.
Codes cannot be used in conjunction with any other offers. Codes are valid for a specific period of time and may be limited to certain product categories or brands. Unless otherwise stated, all discount codes are subject to the following exclusions: Samples, Naturezame Discovery Boxes & Kits, Naturezame Gift Vouchers, Intelligent Nutrients products. Discount codes exclude all sale items.
You can pay your purchases by PayPal or credit/debit card. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.
We accept payment by Visa, Mastercard, EuroCard, Maestro, Delta, Solo and JCB cards. Please ensure that the details You enter are correct. Please note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to Naturezame, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.
Order Confirmation & Dispatch Confirmation
Once you place an order with us, we will send you an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it and we are processing it. We may refuse to accept a transaction for any reason to anyone at any time at our sole discretion without any liability.
Acceptance of your order and completion of the contract between us will happen when we email you a Dispatch Confirmation stating the goods have been dispatched. The sale contract is therefore concluded in England and the language of the contract is English.
Cancellations and Returns
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the legal right to cancel your order within 7 working days from the date on which you receive the goods by sending us a notice of cancellation in writing and returning the goods to us in their original, unopened and unused condition. To exercise the right to cancel, you must inform us by letter to: Notice of Cancellation, Customer Care, Naturezame, 19 Hungerford Avenue, Slough, SL2 1LH, UK, or via our Contact Us form providing us your order number.
We are not able to stop processed orders from dispatch, even if you send us notice of cancellation before receiving your Dispatch Confirmation. For further details of how return merchandise please see our Returns section.
We will do our best to deliver goods promptly, however, we cannot accept liability for delay in delivery for any cause. See our Delivery information for more details.
Privacy & Security
The trade marks, logos and service marks ('intellectual property') displayed on our website are the registered and unregistered marks of Natureza, our affiliates, our licensors and/or our and are protected by UK and international trade mark laws. Except in connection with placing an order for merchandise or as required by applicable law, you may not use, reproduce, duplicate, copy, sell, resell, access, modify or otherwise exploit our intellectual property or that of our suppliers without our or their prior written consent.
We operate a complaint handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.
Naturezame shall not be held liable for any damages, injury or illness caused by the misuse of any product. It is the sole responsibility of the customer to read all product instructions carefully, to use the product strictly for the purpose it was designed for, and to ensure that the product is used in a safe and reasonable manner. Naturezame shall not be held responsible for any damages, injury or illness that occur due to an allergic reaction, or as the result of any other unforeseen occurrence.
Nothing contained in these Terms and Conditions of Sale affects or will affect the statutory rights of the Customer or the Recipient in relation to the quality, fitness or description of the goods supplied.
Changes to legal notices
We reserve the right to change these terms & conditions from time to time and we encourage you to review them as often as possible. Any changes are effective immediately upon posting to the website.
Any dispute to be governed by English Law.
We meet our obligations under the consumer protection laws currently in force, including:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Protection (Distance Selling) Regulations 2000.
The Consumer Protection Act
Limitation of liability
The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Naturezame makes no representations or warranties in connection with this website, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such warranties are not legally excludable.
Naturezame is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery. Your statutory rights are not affected.
This website may contain links to other websites operated by parties other than Naturezame. Such links are provided for your convenience only. Naturezame does not control such websites and is not responsible for their contents. Naturezame's inclusion of links does not imply any endorsement of the material on such websites or any association with their operators. All links made to such other sites are made at your own risk and we accept no responsibility for any linked sites.
Naturezame on-line ordering service is fully secure. Our payment systems provider uses the very latest industry standard Secure Sockets Layer (SSL) encryption technology to allow for the encryption of potentially sensitive information and to ensure absolute safety.
All credit card transactions processed from this site use 128 bit encryption to create a safe and secure shopping experience for you. Once you get to the payment stage, you will enter a secure area and your credit card details are handled by the highest security standards available. If you have any questions/comments regarding privacy or security, please do not hesitate to contact Naturezame.
Naturezame currently delivers to UK, European and international customers. We do not deliver to P.O. boxes. Naturezame offers the following delivery options:
UK Standard: £4.95. Usually 2 - 5 working days to any UK address including Channel Islands and Isle of Man. Allow up to 14 working days for delivery.
UK Next Day: £6.95. Delivery the following working day for orders placed before 1pm any working day (UK only).
Europe: £9.95. Standard Delivery Only - Usually 4-9 working days. Allow up to 21 working days for delivery.
International: £9.95. Standard Delivery Only - approximately 7-14 working days. Allow up to 21 working days for delivery. Any fees charged by customs are the sole responsibility of the customer.
DELAYED / LOST ORDERS:
Our delivery service considers a parcel lost after it has been in the postal system for a period of 14 working days for UK orders and 21 days for International orders. Though it is highly unlikely deliveries to take this amount of time, we are unable to provide a refund until this period of time has elapsed. Naturezame is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery.
For security reasons, deliveries may require a signature upon receipt of order. If you will not be at your usual address during normal office hours you can provide us with an alternative delivery address where someone will be available to sign for your parcel. If you are unable to sign for your parcel, you should receive a card with written information on where and when you should collect it. If you do not collect your parcel within a specified time-frame (usually 7 days or after 3 delivery attempts), the parcel will be returned to us and you will need to arrange with us for a new delivery and pay for the costs incurred in resending the parcel.
We usually start processing orders as soon as they are received. We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours though it may take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.
Once an order has been placed, our immediate processing means we are not able to stop it being dispatched, even if you have not received your Dispatch Confirmation or you email us to cancel your order immediately after placing it. We will be happy to assist you return your order once you have received it.
In the event that a product that you have ordered is out of stock, we will contact you immediately. If you place multiple orders within a short period of time (generally 24-48 hours), your orders may be consolidated and delivered as a single order. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, we will send you a confirmation e-mail to advise there is more than one parcel.
WRONG ADDRESS / CORRECTIONS
We are not able to make address changes or corrections to orders once placed. If the delivery address provided by you at checkout is incorrect or incomplete, we are not responsible for the lost of your order. In the case your address is incorrect or incomplete, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your order. Note that we will do this independently of our free delivery offer. If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address.
If you would like any additional information about deliveries to the UK or internationally, please, contact our customer service team via our Contact Us form.
Naturezame will offer you a refund on unopened items returned to us within 28 days of receipt provided they are in their original re-salable condition. Simply return the item/s to Naturezame in their original condition within 28 days of receipt following the steps below. We will issue a refund (excluding delivery fees) within 14 working days of receipt. Your statutory rights are not affected.
To return any items to Naturezame, please, follow these steps:
1 - Request a Return Merchandise Authorisation (RMA). Contact our customer service team to obtain your Request Merchandise Authorisation (RMA). When requesting your RMA, provide your order reference number and which items you wish to return. Returns cannot be processed without a RMA. To request your RMA, please, contact our customer service team via our Contact Us form.
2 - Return items. Send the items you wish to return to Naturezame following the instructions you would have received from us, including your unique RMA. Wrap items securely in the same or similar packaging in which you received them. The item is your responsibility until it reaches us. We recommend you return your package by Recorded Delivery or using a delivery service that insures you for the value of the goods as Naturezame is not liable for lost returned parcels. We are not liable for the cost of returning any goods. The address for returns is:
19 Hungerford Avenue
3 - Inspection and Refund. All returned goods will be examined upon receipt. For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, no later than 14 working days after we have received the goods.
NON- RETURNABLE ITEMS
Sales items or Samples cannot be returned. For reasons of hygiene, certain items such as unsealed mascaras, eyeliners, lip glosses, deodorants, etc are non-returnable unless they remain sealed or are faulty. Non returnable items are marked with an asterisk (*) on their names.
Please note that delivery charges or gift wrapping services are not refunded. If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.
Naturezame reserves the right to monitor customer cancellations or returns, and charge administration fees, payment processing fees and refuse returns if a customer is repeatedly found to be buying and returning goods. Each return is assessed on an individual basis taking the customer history into consideration.
WITHOUT EXCEPTION WE WILL NOT ACCEPT RETURNS ON OPENED OR USED ITEMS.
DAMAGED OR WRONG ITEMS
We recommend that you inspect your entire order upon delivery. If an item arrives damaged or in error, please, contact our customer service team as soon as possible via our Contact Us form. Damages, defects, missing items or any errors not reported within 7 working days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered to you free of charge. You will be asked to return the damaged or wrong item in its original packaging if possible.
Your statutory rights are not affected.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for a full refund within 7 working days from the date of receipt of the goods if you send your notice of cancellation in writing and return the goods to Naturezame in their original, unopened and unused condition. This does not apply to Special Offers or items that are listed as non-returnable for reasons of hygiene. Please note that credit card charges are not refunded.
To cancel your order, please, inform us by letter to: Notice of Cancellation, Customer Care, Naturezame,19 Hungerford Avenue, Slough