SHIPPING, RETURNS & REFUND POLICY

Effective Date: 19/06/2026

This Shipping, Returns & Refund Policy applies to all purchases made through:

www.nature-eva.co.uk

By placing an order, you agree to the terms outlined below.

Consumer Rights

We comply with all applicable consumer protection laws in the United Kingdom, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Nothing contained within this policy affects your statutory rights.

Order Processing

Orders are processed once payment has been successfully received and verified.

After payment confirmation, our team will prepare and dispatch your order.

Orders are generally processed within 1–3 working days. Processing times may occasionally vary during busy periods, promotions, public holidays or circumstances beyond our control.

Shipping Location

All UK orders are dispatched from:

Big Forest Cosmetics Ltd
Unit 2 Winston Business Centre
43 Chartwell Road
Lancing
West Sussex
BN15 8TU
United Kingdom

Company Registration Number: 13138158

Delivery Times

Estimated delivery times are:

United Kingdom: 1–5 working days
Europe: 5–10 working days
International destinations: 10–30 working days

Delivery times are estimates only and cannot be guaranteed.

Delays may occur due to weather conditions, customs procedures, transport disruptions, public holidays or carrier delays.

Shipping Costs

A flat-rate delivery charge of £5.50 per order applies to deliveries within the United Kingdom.

For international orders, shipping charges will vary depending on the destination and shipping method selected.

Shipping costs are non-refundable.

Courier Services

We primarily use Royal Mail, UPS and other trusted delivery partners.

The courier used may vary depending on destination, package size, weight and availability.

International Orders and Customs Charges

Orders shipped outside the United Kingdom may be subject to customs duties, import taxes, clearance charges and other fees imposed by local authorities.

These charges are the sole responsibility of the customer.

Nature Eva has no control over customs procedures or fees and is unable to estimate these charges in advance.

Undeliverable or Returned Orders

If an order is returned due to:

Refused delivery;
Incorrect address provided by the customer;
Failure to pay customs charges;
Failure to collect the parcel;
Any circumstance attributable to the recipient;

any additional shipping charges required to resend the order will be the responsibility of the customer.

Original shipping costs are non-refundable.

Pallet Orders and Bulk Deliveries

For wholesale, distributor, pallet or bulk orders, customers may arrange collection using their own transport company.

The customer is responsible for:

Booking transportation;
Providing collection instructions;
Ensuring collection arrangements are completed correctly.

Once goods have been collected by the customer's nominated carrier, responsibility for transportation passes to the customer and their logistics provider.

Right to Cancel

Consumers have the right to cancel their order within 14 days of receiving the goods without giving any reason.

Once cancellation has been communicated, customers have a further 14 days to return the products.

Refunds will be processed within 14 days of receiving the returned goods.

Conditions for Returning Non-Faulty Products

To qualify for a return:

Products must be unused;
Products must remain in their original condition;
Original packaging should be included where possible;
Proof of purchase must be provided.

Customers are responsible for return shipping costs when returning non-faulty products.

Faulty, Damaged or Incorrect Products

If you receive a product that is:

Faulty;
Damaged during transit;
Incorrectly supplied;
Not as described;

please contact us within 30 days of receipt.

You may be asked to provide:

Your order number;
A description of the issue;
Photographs;
Video evidence where appropriate;
Batch or lot number.

Where a claim is approved, Nature Eva will provide a replacement, exchange, refund or another suitable remedy in accordance with UK consumer legislation.

Return shipping costs for approved claims will be covered by Nature Eva.

Non-Returnable Products

For hygiene and safety reasons, we are unable to accept returns of:

Opened cosmetic products;
Opened personal care products;
Customised products;
Personalised products;
Products returned outside the permitted return period, unless faulty.

Refund Process

Refunds will be issued using the original payment method.

Once approved, refunds are generally processed within 14 days.

Bank processing times may vary depending on the payment provider.

Exchanges

We only replace products that are:

Defective;
Damaged;
Incorrectly supplied.

Exchange requests should be sent to:

info@nature-eva.com

Third-Party Delivery Services

Although we carefully package and dispatch every order, Nature Eva cannot be held responsible for delays caused by third-party carriers, customs authorities, weather events, strikes or other circumstances beyond our reasonable control.

However, we will always do our best to assist customers in resolving delivery-related issues wherever possible.

Limitation of Liability

Nature Eva shall not be liable for indirect losses arising from delays in delivery, customs procedures or events beyond our reasonable control.

Nothing contained within this policy excludes any liability that cannot legally be excluded under UK law.

Changes to this Policy

Nature Eva reserves the right to amend this Shipping, Returns & Refund Policy at any time.

Any updates will be published on our website.

Contact Information

For any questions regarding shipping, returns, refunds or exchanges, please contact: