The Natural Skincare Company - Review

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Drusila37's review of The Natural Skincare Company -


“On December 15 I made an international order from The...”

Written on: 03/02/2014 by Drusila37 (1 review written)

On December 15 I made an international order from The Natural Skincare Company. I waited and waited and the items didn't arrive. I wrote to the shop, and at first they didn't reply but after a few days I got this:

Dear XXX,

Thank you for your email. We are sorry to hear that you have not received your order. The email on the 29th January was the first communication we have had from you regarding your order. Please read our terms and conditions as below:

2. We will refund the value of your order for goods lost in transit if it is established that the address details on the parcel were correctly entered at the time of placing the order. You must notify us by telephone within 14 days of placing your order with us, that you have not received your order.

We received no email or contact via our website form that your order had not reached you and you did not ring our office telephone number or leave a message.

Can we suggest that you contact your customs in Israel as it is likely that the order has been held up there, and you need to check this first. In addition, you may wish to check your local post office to see if they tried to deliver the parcel to you when you were out.

In the meantime we will carry out some investigations this end, but I am not too hopeful for you as the order was placed on the 15th December so it is approximately 6 weeks since that time.

We will keep you informed as to what we find out regarding your order.

Kind regards,

  • £50.98

    Goods purchased & cost

  • Still waiting


  • Customer Service

  • Value For Money

Jenniferchapman's Response to Drusila37's Review

Written on: 11/02/2014

Why leave it 6 weeks before you chase up an order? A little odd if you ask me.

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Drusila37's Response to Drusila37's Review

Written on: 25/03/2014

UPDATE: the problem was with the post office service. Once the products were returned to the store, I got refunded, without delivery costs (which is fair enough).

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Thenaturalskincareco's Response to Drusila37's Review

Written on: 13/02/2014

Reply from The Natural Skincare Company:

Dear Drusila37, Thank you for submitting your review to the Review Centre. We are sorry you have had a bad experience, and as you know have since been in touch with you regarding the problems you have encountered regarding this order.

You first contacted us about your problem on the 29th January, and posted your review on the 3rd February. Since writing the review you have told us that you did receive a card in a mailbox which was not your own mailbox, and thus confirmed that the Post Office had tried to deliver your parcel whilst you were out.

You then contacted your Post Office as we had suggested, and they then told you that the parcel had been sent back to us.

Whilst we understand your frustration and disappointment in not receiving your parcel, as a business we do have to have a cut off time where it is unacceptable to make a claim for none delivery.

Our terms and conditions are very visable and there is a link to them from every page of our website, and in addition, you have to tick a box to say you have read these before placing an order. There is also a hyperlink from the order page through to the terms so that you can easily refer to them.

It is clear to us that had you contacted us within or even near to the timeframe in our terms, which we consider reasonable, we would have been able to give you advice at that time as to how to locate your parcel. We feel sure that your Post Office would have still had your parcel in their possession at that time. Unfortunately, because you did not get in touch for six weeks, the parcel appears to have ‘gone missing’ and has certainly not, to date, been received back here at our office in the UK.

At this point we would like to also remind you that we sent out two follow up emails checking that you had received your order (after one week of placing the order) and another asking for a review of the product (after two weeks of placing the order). We are uncertain as to why you did not respond to us at this time and inform us that you had not received your order?

You also raised a couple of points about tracked mail. We do not always use tracked mail and use this service at our discretion. However, we always securely pack our orders, and have found that in 99.99% of cases mail reaches its destination, as indeed it did, in your case. Tracked mail is more expensive and would potentially add an additional £3 + per International Order. Any increase in expense has to be passed onto our customers because as a small business we are unable to absorb this.

We do take all complaints very seriously, and are always looking for ways in which we can improve our customer service and because of your experience have decided to extend our timeframe for contacting us after order placed, to 21 days for International Orders. As most International Orders are received within 7 days this gives the delivery service plenty of time even allowing for delays etc. We are also happy to receive emails regarding non delivery, however would like to state that emails occasionally fail to get to their destination, and therefore the most secure way to ensure that we know about a problem is to use the telephone and call us.

As agreed with you in our email, as a goodwill gesture, we will be happy to offer you a full refund of the cost of the product purchased, as soon as we receive it back and will therefore let you know as soon as it is received here at our offices.

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