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Questions about delivery charges and destinations


Question:
Can I pick up my order from your warehouse?

Answer:
Unfortunately it is not possible for consumers to pick up orders from our warehouse.


Question:
Do you deliver to my country?

Answer:
We deliver to most major destinations, including all of Europe and USA. We will make all efforts to arrange delivery as requested. Please contact customer service to find out if we deliver to you [email protected]


Question:
Do I have to pay import charges?

Answer:
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.


Question:
Which courier company do you use?

Answer:
We use FedEx and Royal Mail for deliveries within the UK. We use FedEx to Europe and Rest of World.


Question:
What if I am at work when the courier tries to deliver?

Answer:
If you are out when the courier arrives will leave a card with information on your parcel where or when you can collect your parcel. On your request, the courier will attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements.


Question:
When will my order be delivered?

Answer:
We aim to deliver Standard Delivery orders within 3-5 working days.

Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you contact Customer Service requesting Next Working Day service which we can provide on your request at extra charge.


Question:
Can I change my order?

Answer:
If your order has not yet been dispatched then it may be possible to amend it.

Please note that we can only: Cancel product from your order or cancel your entire order and Change delivery details.

Unfortunately once submitted it is not possible for us to: Add products to your order.

To change your order please contact Customer Service with your Order Reference Number and include details of the amendment(s) required. Customer Service will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.

If your order status has been dispatched, no order amendments are possible. You will need to return the order to us.


Question:
Can you confirm you’ve received my return?

Answer:
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 5 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 5 working days have passed since we received your return.

If it has been more than 5 working days since we received your return please contact Customer Service


Question:
Can I cancel my order?

Answer:
You can cancel your order purchased from TIANA Fair Trade Organics, for a full refund.

Order cancellations must be made in writing, quoting your Order Reference Number, within 7 days to Customer Service. Please read Returns and Cancellation Procedure.


Question:
I’m not going to be in when you deliver my parcel. What will happen?

Answer:
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.


Question:
My order is a gift for someone. Can I add a message to it?

Answer:
Unfortunately this is not a service that we provide at this time. If you are ordering for delivery to an address other than the billing address, as is often the case with gifts, the invoice will be sent to the billing address so if the order is a gift the recipient will not see how much was spent on the order.


Question:
‘You haven’t replied to my query’

Answer:
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc…), or the email we have sent you could be delayed by general internet traffic.

If you have not received a reply from our Customer Service team within 2 working days, please contact Customer Service stating your secondary email address or a family member’s or trusted friend’s email address. Please include YOUR Name, registered TIANA email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.


Question:
Where is my order?

Answer:
We aim to deliver Standard Delivery orders within 3-5 working days.

Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you contact Customer Service requesting Next Working Day service which we can provide on your request at extra charge.

* Terms and conditions apply. Offer applies to UK mainland only and excludes deliveries to Highlands and Islands
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