Delivery FAQ

Can you ship overseas? 
Will you ship to my country?
Can you give me more information about the delivery method I’ve selected?
Can you ship using an ‘overnight  / next day’ service?
Can you tell me more about the ‘DHL Parcel’ and other postal delivery options?
I think I live in a remote area, do I have to pay more for delivery?
Can I add parcel insurance?
How quickly will you dispatch my order?
When will you be able to reply to my email?
How do I track my order?
My tracking number doesn’t work, how can I track it in my country?
How do you pack your products for shipping?
What else is included inside my delivery package?
Do you label all the products inside the envelope?
Do I have to sign for my parcel when I receive it?
How much is it if I buy ‘X’ amount of dye product?
Do you sell ______ natural dye /or ______ type of dye product?
Where are you based? Can I collect my order instead?
My order seems to be delayed in the courier network, do you know where it is?
I think I provided an incorrect delivery address?

Can you ship overseas?

We are based in the Netherlands and yes, we can gladly ship our products overseas. Simply select your preferred delivery option during the checkout process. The cost of shipping will be calculated and added to your order total. This includes EU and the UK, as well as further afield. Please note that if you live in an area that is classed as ‘remote’ by any of our mail couriers you will be required to pay a shipping surcharge before we can dispatch your order. If you’re not sure about your location please check with us via email or using the contact form on our site before placing an order.

Orders destined for countries outside of the EU area are shipped with appropriate documentation and declarations to facilitate quick transit through your countries customs process.

If you require assistance at any stage, please email your order request to office[at]naturaldye.nl and we will be happy to assist. – Jump back to top

Will you ship to my country?

There are some countries that we do not ship to which have prohibitive import restrictions relating to natural plant material . The onus is on the customer to know the local regulations relating to their own country. We try to keep abreast of any restrictions relating to our natural plant products, however we cannot be held responsible if an order is placed and subsequently seized or destroyed by the authorities. We cannot provide refunds to customers who are based in any country if their orders are destroyed, seized or confiscated, with or without notice.

If your country does not appear on our list of available countries when adding your address, we are unfortunately not able at present to ship to you.

If you require quick delivery to a country outside of the EU, please leave as much time as possible before out 13:00 CET cut off point Monday – Friday. This will allow us plenty of time to create the additional customs documentation that will ensure timely clearance of your items as it enters your country.
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Can you give me more information about the delivery method I’ve selected?

If you require more information please use the contact form available in our site menu above, or email your inquiry to: office[at]naturaldye.nl and we’ll be happy to advise on the delivery method specifics.  – Jump back to top

Can you ship using an ‘overnight  / next day’ service?

Yes, we are able to ship orders using Express courier services. Please make sure that you have chosen your preferred option from the drop down shipping options menu whilst checking out. If you cannot see this option after adding your shipping address it means that we cannot provide an express service to your location.

By choosing the DHL Express Next Day service you can benefit from a whole host of options to make receiving your order easier. Once you have your tracking number, visit DHL On Demand for further options, such as leave with neighbour, change delivery address, divert to collection and vacation hold.

Please note, you must place and pay for your order before 13:00 CET to ensure dispatch of your order to arrive when you require. If your order is placed and paid for after 13:00 CET it may take an additional working day for your order to arrive.

We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays. If it is not possible to dispatch your order on the same day, we will contact you with advice via email.

DHL Next Working Day delivery is not a guaranteed service. Whilst the vast majority of orders arrive on time, we cannot guarantee that we will be able to provide a refund of delivery charges if you experience a delay. If DHL is proven to be at serious fault we will endeavour to get compensation where possible, however the investigation must be concluded before we can offer any compensation or discount codes.

If you require more information please email your inquiry to: office[at]naturaldye.nl and we’ll be happy to advise on the delivery method specifics. – Jump back to top

Can you tell me more about the ‘DHL Parcel’ and other postal delivery options?

DHL Parcel* services provide a track and trace facility. DHL Parcel on average takes 2-3 working days to arrive to European destinations. If your delivery address is in a location that is long distance from any major cities, your item may take an additional working day to arrive. For UK destinations the majority of items arrive within 2 working days, for example if you order on a Monday before the cut-off point, you’ll receive your order by Wednesday day time. For overnight / next working day services, you’ll typically receive your item by midday the following business day.

If you’re not in at the time of delivery, use the site locator.dhl.com to find a collection point in your area, or to find further options relating to re-delivery.

** Prices are subject to change with or without notice, if you wish to check the rate & options for your country please get in touch before ordering

*** DHL Parcel is not a guaranteed service. Compensation may only be offered in certain situations relating to loss and damage. We always investigate issues with DHL however please be patient whilst we conduct our enquiries. We cannot guarantee to offer a refund immediately for loss and damage whilst an investigation is in process.

*** Please note that DHL class certain delivery locations as ‘remote areas’ and as such, delivery surcharges may be applicable. As this list is extensive and constantly updated you will be contacted after ordering if your delivery requires a surcharge payment before dispatch. Please see the next point below for further details. – Jump back to top

I think I live in a remote area, do I have to pay more for delivery?

Please note that if you are ordering to a what DHL consider a remote location your order may be subject to a surcharge payment. You will be contacted shortly after placing your order and advised how to pay the shipping surcharge. Your order will then be shipped following your payment for the remote area surcharge. The appropriate shipping surcharge product is can be found by clicking here. Ensure that you purchase the correct shipping surcharge for your chosen delivery method – either next day or standard DHL 2-3 day.

Remote area postcodes within Great Britain include:

IV, KA27 – KA28, KW, PA20, PA41 – PA49, PA60 – PA78, PH19 – PH44, TR21 – TR25, ZE (plus any Scottish islands not mentioned).

If you’re located on any Greek, Spanish, French, Italian or any other European Island or remote area location you will need to pay the remote area surcharge product before we ship your order. Additional remote areas can include places near mountains and locations far away from main cities and towns. If you want us to check, contact us before placing your order.

To check to see if your delivery address is a remote area, please check the following document here.

Please contact us if you wish to find out more information regarding shipping services, or if after adding products to your cart you are instructed to contact us for shipping options. We’ll be happy to provide further assistance.

Typical areas around the world that require a delivery surcharge include non-mainland locations / islands and also areas only accessible by smaller local roads. If you’re not sure about your location please get in touch before ordering to check if any surcharge applies to you.

*Please note that this surcharge only applies to DHL services. You can instead choose stamped airmail for any destination and not attract any additional charges.

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Can I add DHL Insurance?

In addition to the standard DHL Parcel & DHL Express liability, we offer financial protection to our customers against all risks of physical shipment loss or damage, from any external cause. We recommend adding this product if you are placing a larger order. Insured item claims are handled much quicker by DHL than non-insured claims. To add this service, add the product available on the page here. – Jump back to top

How quickly will you dispatch my order?

Orders are dispatched Monday to Friday, unless otherwise stated on our site. Your order will be dispatched once we have received cleared payment for your order. Any orders received with a cleared payment before 13:00 CET time will be dispatched the same day. Any orders with payment received after 13:00 midday CET time on Friday will be dispatched on the following Monday, or next available working day.

We reserve the right to amend the same day dispatch cut off point at any time, particularly on high volume processing days such as Mondays or following national holidays. If it is not possible to dispatch your order on the same day, we will contact you to advise.

Please note that some courier delivery options may require an earlier purchase time to qualify for same day dispatch. Please refer to the description of your chosen delivery option for more information.

For International orders and larger bulk orders we may require an additional day of processing to allow for courier collection, but in most circumstances we dispatch the same day. Please get in touch using the contact tab above if you need to find out more information relating to delivery times and methods. – Jump back to top

When will you be able to reply to my email?

Our business hours are Monday – Friday 10am to 5pm CET, unless otherwise specified on one of our site updates. Please check the site updates to see if there is a store holiday period or bank holiday which may disrupt normal response times. During business hours we endeavour to respond to customer inquiries within 24 hours of receiving email. Please add office[at]naturaldye.nl to your address book to ensure that you receive our emails. Please also check you junk / spam mail box as your mail provider may have diverted it automatically.  – Jump back to top

How do I track my order?

Navigate to the ‘my account’ section of our site (please note that you do not have to be a registered user for this function to work). Under ‘my account’, click the ‘track your order’ link. Then enter your order ID and the email address that you used during checkout and your tracking information will be displayed. If you have selected a tracked service, you will be sent a tracking number and link to check the status when your order has been completed. You may also be emailed directly from the courier with status updates, provided that you entered a valid email address at checkout.  – Jump back to top

My tracking number doesn’t work, how can I track it in my country?

Please get in touch either using the contact form tab at the top, or send an email to office[at]naturaldye.nl and we’ll investigate it for you. Please don’t forget to include your order number, name and shipping address. – Jump back to top

How do you pack your products for shipping?

All products are measured into individual resealable foil lined bags and then labeled with our store’s branding with an additional label applied so that you can identify the product variation. They are then shipped in a standard bubble-pack envelope or appropriately sized delivery box for the size of your order. If your delivery address is within the European Union the outside of your shipping envelope will display the courier’s shipping label and any delivery notes only.

Our product packaging is designed to shield your natural dye products against moisture and adverse temperature changes whilst in transit and to help keep your goods in good condition for their purpose. – Jump back to top

What else is included inside my delivery package?

Your order will also include a packing slip providing relevant details about your purchase. If your delivery is destined for a country outside the European Union your order will include an invoice with customs declaration. – Jump back to top

Do you label all the products inside the envelope?

Primarily for safety, secondly, these products are not scheduled in most jurisdictions, and in the event of an official inspection by authorities, accurately labeled products are more likely be delivered to the recipient in a timely fashion. – Jump back to top

Do I have to sign for my parcel when I receive it?

If your order has been sent via a trackable courier method you must sign for your parcel before receiving it. A re-delivery or collection may be necessary if no one is available at the delivery address – this is the buyer’s responsibility to arrange. – Jump back to top

How much is it if I buy ‘X’ amount of dye product?

Why not just add that much to your shopping cart? You will then see the full price on screen. If you change your mind and you don’t want that much, you can delete it from your cart afterward. – Jump back to top

Do you sell ______ natural dye /or ______ type of dye product?

If you do not see it listed on our online shop, then we currently do not sell it. We are expanding our range of dye products and accessories all the time, however we would love to hear from you if want to suggest us to stock a certain product, accessory or any different types of dye – simply email us using this address: office[at]naturaldye.nl – Jump back to top

Where are you based? Can I collect my order instead?

We only send our orders via postal services, therefore we unfortunately cannot arrange customer collection or mail by hand. – Jump back to top

My order seems to be delayed in the courier network, do you know where it is?

Once we have dispatched your order and placed it in the courier’s system your order is marked as complete. You should then receive an automated email advising you of this. If there are any service disruptions we may either post these on our ‘site updates’ available to view on our homepage, or we may contact you directly via email with further information.

Please check the status of your order using your tracking reference number and the relevant courier’s tracking website to obtain further information regarding the location of the item. If there’s any issue please contact us first via email or using the contact form at the top of the site and we’ll be happy to investigate it for you.

If you order has been sent using a non-tracked / non-registered post method we will be unable to locate it within the mail network. Sometimes unregistered mail may be subject to delay, and it is possible that these items can take up to 1-2 weeks before being tendered for delivery. Please ensure that for any urgent or time-sensitive orders you select a tracked service such as those offered by DHL.  – Jump back to top

I think I provided an incorrect delivery address?

If as a result of customer error (for example not inputting a valid delivery address) which later causes the item to not be delivered and / or delayed, then subsequently returned to us we can offer to:
1) Offer to re-ship the item again following payment of the appropriate shipping charge.
2) Offer to refund the cost of the items orders less the cost of the shipping charge and less applicable merchant processor fees.

Please note that the options above do not apply if the goods experience damage whilst in transit.

For this reason we strongly advise to check your delivery address after placing your order. If you suspect that the address has not been supplied to us correctly you must contact us immediately before we dispatch the order. – Jump back to top