Delivery & Handling
We take great care when handling your orders and endeavour to process them quickly and efficiently, with most orders dispatching within 24 hours of being placed. Although, some orders may take up to 48 hours to process. Should any unforeseen delays occur, we will notify you within’ 48 hours of you placing your order.
UK Shipping
All of our UK delivery parcels are tracked and some require a signature at point of delivery. Please consider this when selecting and inputting your delivery address.
We advise placing all orders before 11am (Monday – Friday) to expect delivery within’ the suggested time frames above. Please consider Bank Holidays when placing your orders. Orders will only be dispatched on working days, excluding bank holidays. If an order is placed on a bank holiday weekend it will be dispatched on the next working day.
EU Shipping
NOTICE TO ALL EU CUSTOMERS:
Please note all orders being shipped outside of the UK, to EU countries are subject to a customs/ import duties and charges (approximately 20-25%). NAKED PALM are not responsible for paying these fees, the additional charges that may occur are payable by the customer.
All EU parcels are Royal Mail Tracked.
Rest Of The World Shipping
NOTICE TO ALL INTERNATIONAL CUSTOMERS:
Please note all orders being shipped outside of the UK and EU countries are also subject to custom/ import duties and charges (approximately 20-25%). NAKED PALM are not responsible for paying these fees, the additional charges that may occur are payable by the customer.
All international parcels are Royal Mail Tracked.
How do I track my order?
You can track your order using the tracking number and the link on your dispatch confirmation email. In addition, you can sign in to your NAKED PALM account on our website to check your order status.
When will my order be sent?
We endeavour to dispatch orders placed before 5pm on the same working day, unless Royal Mail Special Delivery is purchased at checkout for your order.
Although we endeavour to ensure that your order is delivered within a specified period of time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will inform you of any unexpected delay.
During sales or busy periods our UK standard delivery services may be slightly delayed, we will inform you if your parcel is affected.
What if I am not home when they deliver?
We strongly advise ordering your items to a delivery address where there will be someone available to receive and sign for the delivery, such as a work address. In the unfortunate event that you miss your parcel, the usual procedure for the delivery service, such as Royal Mail, is to leave a “we stopped by” or a, “sorry we missed you” card, or something similar. You can then follow their own instructions to collect from a depot or re-arrange delivery for a time that suits you.
NAKED PALM do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location you approve as a “safe place”, such as in the garage, the shed, an outbuilding, or with a neighbour, we cannot accept responsibility for the parcel being held in this location and if you therefore fail to receive your parcel.
Undeliverable Items
If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect.
If uncollected items exceed this limit, they will be returned to us as the sender.
All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
Any additional fees incurred by an undeliverable item will be deducted from your total refund price. The ‘total refund price’ will be the cost of the item(s) at the time of purchase. In this situation we will write to you to explain and outline the refund breakdown and proof of the costs incurred.
Will I incur any additional fees on my order?
UK deliveries:
If you are ordering in the UK and sending your parcel within’ the UK you will not be liable for any additional import fees.
You will receive a packing slip in your parcel detailing the product(s) ordered and quantity of each product.
We are not responsible or liable for parcels repetitively missed or refused at delivery and any additional costs that may occur for the parcel to be returned back to us (the sender). These additional costs are payable by the customer and will be deducted from the refund amount, you will receive an email detailing these costs and reasons.
EU and International Deliveries:
Deliveries made outside of the UK, will incur further charges, such as import tax and/ or custom duties. The fees vary dependent on the country you are ordering to. In some situations you may also be liable to pay for a brokerage/ handling fee for the international shipment, and again these fees vary as they are dependent on the courier and taxation laws in your delivery country. NAKED PALM cannot advise you of the fees you may incur as they are not determined by us.
NAKED PALM is not responsible for any additional fees.
The additional fees are SEPARATE from your paid shipping charge and are payable by the customer when you are directly billed for them in your delivery country.
You will receive an itemised invoice in your parcel detailing the product(s) ordered, quantity of each product and their cost(s).
By International Laws, NAKED PALM may be required to state the full order value (of product(s) only, therefore deducting the shipping charge) on the shipping label. We are required to do so for the declaration of goods and their value for custom/ duty clearance purposes.
As previously advised, checking with your customs office for their import regulations, fees and restrictions before placing your order will reduce the risk of receiving any unexpected import fees, delivery delays or the parcel being returned.
We are not responsible or liable for parcels refused or held by customs for delivery.
We are not responsible or liable for parcels repetitively missed or refused at delivery and any additional costs that may occur for the parcel to be returned back to us (the sender). These additional costs are payable by the customer and will be deducted from the refund amount, you will receive an email detailing these costs and reasons.