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FREQUENTLY ASKED QUESTIONS

The Answers You Need

Have a question? Want to learn more about our store? We’ve compiled a list of some of the most popular questions, accompanied by our thorough answers. If you can’t find what you’re looking for, contact us.

Payments

Which payment methods do you accept?

When paying online you have several options. The easiest and most convenient way to pay online is with PayPal. If you do choose PayPal then you can choose to pay using your PayPal balance or by using your credit or debit card. If you do not have a PayPal account, then they are free and easy to set up.

Alternatively, you can also pay directly using your Visa, MasterCard or American Express (UK only) debit or credit card.

Can I pay by cheque/phone/postal order?

Currently, we are only able to accept payment via PayPal or credit/debit card online. If you are having difficulty placing your order online, please email us for assistance.

 

Order Tracking & Updates

Should I receive a confirmation email?

As soon as you place your order with us you will receive a confirmation email. You will also receive an email from us when we have dispatched your item, along with any tracking numbers. That way you are kept fully up to date with the status of your order.

 

Can I cancel or amend my order?

It is very difficult to cancel or amend an order once it has been placed as we do tend to send orders straight to the dispatch team in order to maintain a speedy turnaround. However, if you do call us immediately (during our opening hours), we may be able to make amendments, although this is not guaranteed.

 

Delivery

What are your delivery charges?

Orders placed to mainland UK addresses will be charged a flat rate fee of just £4.95. An express delivery option is also available for £9.95.

Orders to UK Mainland will be free if the total basket is above £45. This is only relevant to UK Mainland customers.

Orders to UK offshore & highlands (including Northern Ireland, Scottish Islands, Scottish Highlands, Channel Isles, Isle of Man, Isle of Wight & Scilly Isles) will be charged a flat rate fee of just £6.95.

For our international customers, the delivery rate is calculated by weight at checkout. International shipping may be subject to import duties or other taxes – these are the sole responsibility of the buyer.

 

When will my order be dispatched?

We aim to dispatch all orders within 3 working days. During sales or other busy periods, this turnaround may be extended, and we urge you to keep an eye on our social media channels for all updates regarding current turnaround and delivery timeframes. You will receive an email from us once your order has been 'Shipped'. If your order is being dispatched via DPD, you'll receive an automated email and text notification from DPD stating their estimated delivery date - we have no control over these notifications and would urge you to contact us for a more accurate estimated delivery date, taking into account our current order processing turnaround time frames. 

What shipping service do you use?

For UK orders, we ship using Royal Mail. For express next day deliveries, we use Royal Mail 24 or DPD Local Next-Day for delivery on the next working day after dispatch. Please note that DPD do not deliver on Saturdays or Bank Holidays. 

For international shipments, either Royal Mail or an international courier service will be used.

How long will it take for my order to arrive?

For UK customers, you should receive your order within 3 to 5 working days of placing your order. International shipment times can vary but should arrive within 14 working days. If you have not received your order within this time frame, please get in touch.

Returns & Exchanges

Can I return/exchange an item I have ordered?

At Karla Naturals we always hope to give you 100% satisfaction with your purchase. However, Karla Naturals offers a 14-Day Money Back Guarantee for all customers on non-sale or discounted items. If, for any reason you are dissatisfied, simply contact us by email to be issued a unique RMA (Returns Merchandise Authorisation), send the item back to us in the original, undamaged, unopened and unused condition and we’ll give a refund once item is received.  We will issue a refund for the unused goods, minus the original delivery fee.

Please note: we are unable to cover return postage costs. We may also request photographic evidence of damage/wrong item. Also kindly note, discounted items are non-refundable.

 

Contacts

How can I contact you?

Please visit our Contact Us page for full details on how to reach us.

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