All delivery timeframes are based on items being in stock at the point of purchase. Please refer to your order confirmation for any pre-order information and estimated delivery dates. We offer free delivery to all mainland UK orders over £149, for orders below this we require a flat rate of £19.99.
Service |
Courier |
Cost |
Timeframe |
| Samples |
Evri Tracked 24 |
FREE | Next working day (orders placed before 2pm) |
| Standard Delivery |
Parcelforce/DX* |
FREE (Orders over £149) | 2 - 4 working days |
| NI, Channel Islands & EU |
DX/DHL |
Calculated at checkout | 10 - 14 working days |
* Depending on the weight of your ordered products, your items may be sent out with Parcelforce Express or DX which are both 48 Hour services, If all of your items are under 1.5M your items will be send on Parcelforce Express 24 Hour. You will receive tracking notification from your courier the day before delivery, if you are unable to receive your delivery on the chosen day please contact the courier as soon as possible to rearrange to a suitable day.
The courier will contact via Email and/or SMS please ensure a valid email and mobile phone number is provided at checkout. Our delivery service is a kerbside/ hallway delivery, drivers are not permitted to leave in a safe place if this is requested Naturewall are not liable for any damage or missing items.
For orders to Northern Ireland, UK islands and other remote areas, please allow up to 14 days for your parcel to arrive on Standard delivery.
For deliveries outside of mainland UK, including Northern Ireland, the Republic of Ireland, Europe, and Canada, delivery costs are calculated at checkout. These rates are determined by the dimensions of your items and your specific delivery location to ensure you receive the most accurate pricing from our couriers. Please note: Due to size or weight restrictions with our couriers, certain products may have limited availability for delivery to specific regions (such as the Republic of Ireland). If you have questions regarding delivery, please contact our customer service team.
Please note: If there is a sale on, there may be delays with deliveries due to high demand. We will endeavour to contact you if this is to be expected.
Express Dispatch Terms
1. Qualifying Products
Our Express Dispatch promise applies exclusively to select, specifically marked products held in stock (such as certain panels and grab adhesives). Qualifying items will be clearly indicated on the relevant product pages.
2. Order Cut-Off Times
To qualify for Next Day Dispatch, your order must be successfully placed and payment cleared by 9:00 PM. Any orders placed after 9:00 PM will automatically roll over and be dispatched on the subsequent day.
3. Delivery Times Are Separate
This service solely guarantees that your items will be boxed and handed over to our courier partners the day after your order is placed. It does not expedite the delivery service itself. Delivery timeframes remain subject to the courier's standard schedules and the delivery method selected at checkout.
4. Mixed Baskets
If your order contains a mix of Next Day Dispatch items and items that require standard manufacturing/lead times, the entire order will default to the standard dispatch timeframe unless otherwise specified.
All international orders will be dispatched via DHL International and can take between 8 - 14 working days to arrive after leaving Naturewall. Shipping costs will be automatically calculated at checkout based on your country and zip code.
Customers based outside of the UK may have to pay import fees when the order arrives at your country. After dispatch, the courier should contact you directly to request for any outstanding import fees to be paid. Once processed, they will proceed to deliver your order accordingly.
Please note: the UK VAT rate will be automatically removed from the price at checkout.
Once your order has been dispatched from our warehouse, you will receive a tracking number via email or SMS.
We send you a tracking number by email or SMS as soon as your order is dispatched. You can also track your order with the courier by logging into your account.
As per the Consumer Contracts Regulations 2014, retail consumers have the right to request a return within 14 days. No return request will be accepted after this period.
Once your return request is accepted, you then have a further 14 days to return the goods to us. Goods returned outside of this period will be sent back and no refund will be issued.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. Before confirming the return of your items, we will request a photograph showing the condition of the product.
Customers will be responsible for arranging the transport and insurance of the goods being returned. Any damages that occur during the return process will may be liable to deductions from the refund amount owed. All returns must be sent to our main distribution warehouse:
Naturewall
Unit 21, The Trade Yard, Barmston Road, Beverley, HU17 0LD
To start a return, please visit our Returns Centre - https://naturewall.returnscenter.com
Please note, due to the size and made-to-order nature of our products, as well as free outbound shipping service and potential of diminished value on return, we do charge a restocking fee for all returns. This amount equates to 10% of the total order value, up to a maximum of £100. This will be deducted from your refund automatically.
If you are not in and the item returns to us, or you choose to reject your parcel, this will class as a return. The restocking fee will be charged, as above.
We do not recommend booking fitters, joiners or builders until you have received your items. We are not liable for any costs to cover these should there be a delay in delivery.
All purchases/orders made by a ‘Ltd’ or ‘Limited’ company or any other trading entity including sole traders are not eligible for cancellation, return, exchange or refund. These purchases/orders are not covered by the consumer contract regulations and no cooling off period is offered on these B2B transaction. Any cancellation or refund is solely at our discretion.
While we make every effort to maintain consistency across our products, wood veneer is a natural material and our supply batches may change over time. If you are making a repeat purchase and require a like-for-like match with a previously purchased item, you must purchase a new physical sample if your original order was placed more than three (3) months ago. We do not accept liability for, nor process returns based on, variations in veneer colour or grain if this sample protocol is not followed. We do attempt to hold a limited stock of historic veneers; please contact us prior to purchasing, and we will do our best to fulfill your match request from our archived stock.
We accept order cancellations by retail customers providing the order has not been dispatched by our warehouse team. We cannot accept cancellations on any made-to-order items, or trade/B2B orders once they have been placed. If you are not in and the item returns to us, or you choose to reject your parcel, this will class as a return. The restocking fee will be charged, as above.
We recommend contacting out customer service team via phone within 1 hour of placing an order to ensure your cancellation request is processed.
We cannot cancel any order that has been dispatched, any order you wish to cancel that has been dispatched would therefore be classed as a return and a restocking fee will be charged.
We operate with high standards and pack the products as securely as possible. Although damages are rare, sometimes they can happen during transit. Please ensure that you inspect your delivery straight away. If any damage has occurred or you notice any fault, please notify info@naturewall.com within 48hrs of delivery, please include images and details of any damage experienced.
Refunds or replacements will only be issued at the discretion of the Naturewall Management team. No refund or replacements will be issued for items that have been cut, modified or fitted in anyway.
If an item is missing, please contact info@naturewall.com and we will raise a claim with the courier immediately. Please be advised that a claim can potentially take some weeks, although we do aim to get this resolved as soon as possible – 72hrs for couriers. Once confirmed as lost via the courier, we will send out a replacement.
If your tracking information claims your item has been delivered to yourself and it has not been, please contact us within 24 hours via email. We cannot accept a phone call or attempted calls as a claim. If we can prove it has been delivered via courier tracking, then we are not able to provide a refund, but we will do everything we can to resolve the situation for you.
