LEGAL · LAST UPDATED 16 SEPTEMBER 2026

Shipping & Delivery

1. Order processing

Processing begins after payment is authorised and any reasonable fraud or address checks are completed. Processing includes confirming availability, preparing the item, packaging and transferring it to a delivery carrier. Processing time is separate from carrier transit time. Orders placed during weekends, public holidays, peak trading periods or major disruptions may require additional processing time.

2. Fulfilment locations

Nature Original works with approved fulfilment, logistics and delivery partners. Products may be dispatched from different domestic or international fulfilment locations according to availability and destination. We do not represent that every product is stocked or dispatched from one location. These arrangements do not reduce our obligations to customers.

3. Delivery estimates

Delivery timeframes displayed on a product page, at checkout, in an order message or by a carrier are estimates unless expressly described as guaranteed. An estimate may include separate processing and transit periods. Carrier capacity, customs, weather, peak demand, remote-area routing, local service interruptions and events outside reasonable control can affect timing. We do not guarantee arrival for a particular event or date unless a written guarantee is expressly provided for the order.

4. Multiple parcels

An order containing more than one product may be divided into multiple parcels and delivered on different days. Separate tracking references may be issued. Receipt of one parcel does not necessarily mean the remaining item is missing. Check all tracking messages and contact us if the remaining parcel does not progress within a reasonable period.

5. Tracking

Tracking is provided where available. A tracking number may take several business days to activate after a shipment is prepared, and carrier scans can be delayed, incomplete or out of sequence. A temporary lack of scanning does not necessarily mean the parcel has not moved. We may ask the carrier or logistics provider to investigate before treating a shipment as lost.

6. Delivery address

You must provide a complete, accurate and deliverable address, including unit or apartment number, postcode and any information reasonably required by the carrier. Review the address before submitting the order. Contact [email protected] immediately if an error is discovered. Once fulfilment begins, an address change may be impossible or subject to carrier approval.

7. Failed delivery and collection

The carrier may leave instructions, attempt redelivery, deliver to a safe place where authorised, or hold the parcel for collection. The customer is responsible for following reasonable carrier instructions and collecting the parcel within the stated period. Subject to mandatory law, reasonable redelivery or recovery costs caused by an incorrect customer-supplied address, refusal, non-collection or failure to follow carrier instructions may be charged or deducted from a voluntary refund.

8. Delivery scans and safe-place delivery

A “delivered” scan is relevant evidence but is not always conclusive. If tracking says delivered and the parcel cannot be found, check the delivery location, household members, building reception, neighbours where appropriate and any carrier photograph or notice, then contact us promptly. We may open a carrier investigation and request a declaration or other reasonable evidence.

9. Refused and returned-to-sender parcels

If a parcel is refused or returned because of a customer-supplied address issue, non-collection, unpaid destination charge or other matter within the customer’s control, we will assess whether redelivery is possible. Reasonable unavoidable costs may be payable or deducted from a voluntary refund where lawful. A refusal does not convert a change-of-mind purchase into a mandatory refund right.

10. International orders

Availability and delivery methods vary by destination. International shipments may pass through customs and may be handled by more than one carrier. Customs clearance is outside our direct control. The recipient may be asked by an authority or carrier to provide information needed for lawful clearance.

11. Duties, taxes and brokerage

Checkout will show taxes or duties collected by Nature Original where applicable. Any destination duty, import tax, brokerage fee or customs charge not collected at checkout may be payable by the recipient to the extent permitted by law. We do not set those charges and cannot guarantee their amount. Refusing a parcel because of a lawful destination charge is generally treated as a refused delivery, subject to mandatory rights.

12. Remote areas and restricted destinations

Remote, rural, island or restricted destinations may have fewer carrier services and longer transit times. Some products cannot be delivered to particular destinations because of size, material, carrier rules, sanctions, import restrictions or legal requirements. If we cannot lawfully or reasonably fulfil an accepted order, we will contact you and provide an appropriate refund or other agreed solution.

13. Delay and events outside reasonable control

Delivery may be affected by severe weather, natural disaster, epidemic, war, civil disruption, government action, customs disruption, industrial action, carrier congestion, transport interruption or major network failure. We will take reasonable steps to communicate a known material delay. These events do not require a customer to wait indefinitely and do not remove any remedy required by law.

14. Loss in transit

A parcel is treated as lost only after the available tracking and a reasonable carrier or logistics investigation support that conclusion, or when the applicable law requires that conclusion. Please cooperate with reasonable information requests. If the parcel is confirmed lost, cannot be supplied or is not delivered within a legally reasonable period, we will provide the appropriate replacement, refund or other remedy.

15. Damage in transit, missing or incorrect items

Keep the item, packaging and shipping label. Contact [email protected] promptly with the order number, description and relevant photographs. The detailed evidence process and available remedies are in our Returns & Refunds Policy.

16. Contact

For tracking, address and delivery assistance, contact Nature Original | Gift Shop at [email protected].