Information on how to place a Natroma Website Order

Natroma offers a mail order service throughout the UK.  We also operate a Click & Collect service (from our shop at the Ruskin Glass Centre) for local customers living in and around Stourbridge and the Black Country.

Adding items to your basket

Simply place your required items in the shopping basket using the Add to Basket button.

Sometimes stock levels may be low for popular website items. So if you're trying to place an order and can't add enough items into your shopping basket please contact us since we may be able to increase the website stock so you can finalise your order.

Where items have different fragrance or packaging options, click on the down arrow button to reveal your choices.  Some hampers can be customised, so select the various fragrances or ribbon options before adding to basket.

Look our for multi-buy offers - we try to save you money where we can!

If you have any queries about the suitability of any of our products, please give us a call or fill in the contact us form - we'll be very happy to offer you further advice so you can select the right products for your skin.

Selecting Delivery

Once you've finished shopping, return to the shopping basket.  You will see a list of the items you intend to purchase and underneath is a list of delivery options. Click on the button to select your delivery method.

We dispatch orders in the following order:  Priority signed for and Priority (within 1-2 working days), Standard Signed for and Standard (within 2-3 working days) and orders with free delivery (usually 3 working days, once other paid postage orders have been processed).

Standard UK delivery (Royal Mail 2nd Class, excluding Channel Islands, Isle of Man) is £3.50 for orders up to £34.99 and then free over £35

Priority delivery (Royal Mail 1st Class) is a faster service at £4.50.  Heavier Priority orders may be upgraded to courier (we usually use DPD), so a signature may be required.

Signed For upgrade (includes Channel Islands and Isle of Man) is an additional £1.20 per parcel - we're simply adding the amount that Royal Mail charges for this service and it gives the added piece of mind that your parcel will be signed for at the point of delivery. This is a good idea, when you're sending a surprise parcel directly to the gift recipient.

Courier (usually DPD) is £8.50 and is a 1-2 day service that will require a signature on delivery.   On orders over£75, it's free!

For local customers there is also the option to Click & Collect from our Stourbridge shop.

We currently do not ship to EU countries, but may offer overseas deliveries again in the future.

Coupon/Voucher:

Add any  gift voucher code or discount code if you've received one via our Natroma News newsletter.

Create an Account/ Loyalty Points

Please consider creating an account rather than checking out as a guest - it's the only way to join our Natroma Club loyalty scheme.

If you create a Natroma account, you will earn loyalty points on your orders.  You receive a point for every £1 spent on eligible items and each point is equivalent to 5p off a future order.  You cash in points on the basket page by clicking the tick box that says 'Use Points'.  Points must be redeemed within 12 months.

We offer local deliveries to customers who are vulnerable and live within a couple of miles of Ruskin Glass Centre.  Please e-mail or telephone us if you're placing a 1st order and would like to know if we can offer you a local delivery - please do this before you checkout your basket.

Personal Information:

Please fill out your name and address, and you'll have the option to change the address if you'd like a parcel sent direct to another person/gift recipient.

When ordering hampers you can add a gift message here too.

Then confirm your delivery method.

Check the tick box, if you'd like to receive Natroma News - we send very occasional updates with news, offers, new product information, changes to our shop hours etc.  We never pass or sell this information to anyone, other than when booking courier deliveries.  If you do not opt in, under the GDPR rules we cannot send you any correspondence so you may miss out on important information.

Click Submit & Continue

Making Payment:

You will then be transferred to the payment screens. These are secure screens away from our website - we do not hold any payment information ourselves. Your will see that our website use https pages to keep your data secure.

Our payment preference is via Worldpay (one of the world's largest payment processing companies) which allows you to securely pay using most leading debit and credit cards. We have temporarily removed Paypal due to their high payment processing charges.

Order Confirmation:

Once your payment has been received, you'll receive an e-mail confirming your order details.

You can monitor your order progress by logging into your account.  We will always try to ship orders promptly, but please allow a little extra times when we're busy with seasonal orders such as Christmas.

Order complete:

You will receive a 2nd e-mail once we have posted your order. The e-mail mentions your parcel number if we have used a Royal Mail, so you can visit the Royal Mail website to check on the progress of your delivery. Parcels usually arrive 1-3 working days after we dispatch. We always try to provide a speedy service, but sometimes orders can be delayed where items need to be manufactured.  If we can see that your order will be delayed for more than a few days, we'll contact you to make sure this is okay.

Click & Collect orders may also take 1-2 days to get ready (we work on orders in the order they arrive) so please wait for the confirmation e-mail or telephone call before calling into our shop.

Delivery:

We send most of our orders out on a Royal Mail 2nd class service. It typically takes 2-3 days to arrive once the parcel has been sent, but occasionally may take longer if the local Royal Mail area is experiencing staffing shortages.  We'd ask you to please be patient. The Royal Mail service is proving to be far more reliable than many courier services so we are confident your parcel will arrive safely, but it may take slightly longer than usual.  We have tracking information for every parcel we send, and if one goes missing we will follow the Royal Mail procedures to identify what has happened and to recover your order.  Sometimes this can lead to a short delay since Royal Mail will not investigate until a certain number of days after the expected delivery have passed.  The vast majority of delayed parcels eventually arrive safely so we thank you for your understanding.

Thanks for reading, and we hope this information about Natroma orders is helpful!