Shipping & Returns
Last updated 4 May 2023
Your order is shipped discreetly in a plain package. There is nothing written on the package that identifies the contents.
Payment on your bank/credit card statement will show as 'SP-Napiers', 'Napiers.net', 'NapiersHerbs', 'Napiers Bathgate CIC' or 'NapiersHerbalists'. Please contact us at firstname.lastname@example.org to discuss any other ways to make payment. Please note we do not store credit card details.
Please note that all transactions will be carried out in Pound Sterling. Once you have placed your order, confirmation will be sent to you via e-mail complete with Transaction and Order Reference numbers.
We will not be held responsible for pricing errors due to software malfunctions, or human error. This website operates on an 'invitation to treat' basis and not as an 'offer for sale' as a result. Napiers the Herbalists reserves the right to decline orders for bulk or high value purchases.
UK Shipping and Delivery
If you have ordered online you will receive email updates. We aim to ship all orders within 3 working days if all the items are in stock. Please note for orders containing dispensary items such as prescriptions, bespoke blends, dried herbs and single tinctures, many are made to order and can take longer to prepare and ship. Please allow more time for your order to arrive if you are ordering several of these items and in anticipation of you finishing previous stock.
Please note our mailorder department is operational Monday - Friday only. Orders placed over the weekend will be shipped from the following Monday (except on UK Bank Holidays).
You can log in to your account and see your orders progress. If you have a query about your order, please contact our mailorder team.
Parcels are despatched using Royal Mail 48 service for all orders. Orders should usually arrive within 5 working day of being shipped by us.
It is very rare that parcels go astray. Please allow up to 10 working days for delivery before you inform us of a missing or lost parcel.
Track Your Parcel
You can log in to your account to access the tracking information available for your order. Alternatively, contact our mailorder department to get your track and trace number and enter it into the Royal Mail service to view your order's delivery status. Only orders over the value of £30 are trackable.
International Orders & Customs
Please note that we do not ship outside of the UK.
You may cancel your purchase providing that you return any products (including any free goods) already delivered to you at your expense by registered post within 14 days of receiving your products – as per distance selling regulations. This does not apply to goods and services worth £42 or less.
In accordance with the The Consumer Protection (Distance Selling) Regulations 2000, you are entitled to cancel your order at anytime within 14 days of receiving your goods. The cancellation period ends after 14 working days, beginning the day after you receive the goods. If you wish to cancel an order under these terms - contact us and then return your products unopened within 14 days of receiving your parcel.
It is important that you have not used or opened any of the products otherwise you will not be eligible to cancel your order.
More info about the EU Distance Selling Directive can be found at: https://www.legislation.gov.uk/uksi/2000/2334/contents/made
Last updated 4/5/2022
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened, and in its original packaging. You’ll also need to include the original delivery slip or a copy of the order or a note with the order number stated.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like opened goods (where the cap seal has been broken), perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items made just for you), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We don't issue exchanges.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.