Frequently Asked Questions

Below is a list of questions that we are sometimes asked. This is not an exhaustive list so please feel free to email any you may have.

What do the emails I receive mean?

It is very important to us that you are kept fully informed of the status of your order. We do this by sending Order Status emails. There are several emails that you could receive and they are all explained in greater detail below.

Order Confirmation

When you place an order you will receive an email with all of the details of the order including the products you have order, the total cost, the billing address and the delivery address. This email is just to let you know that we have received your order and that we will now being to process the ordered.

Stock Update Emails

If we are unable to dispatch the order, you may receive an email to let you know that we are awaiting stock. This generally means that we are expecting a delivery and your order will be packed and dispatched as soon as the delivery arrives. If an alternative product is available, we may email you to check if this would be suitable for you instead.

Part Dispatch

If we have most of your order but we are still awaiting a delivery then we may dispatch part of your order. We will email you to let you know if this is the case.

Dispatch

When we have packaged and posted your items you will receive an email confirming that your items are on their way. If your order is not delivered within the expected time scales, see our Delivery section for full details.

Cancelled

If you have requested that we cancel your order you will receive an order confirming cancellation. At this point we will also refund any payments made.

Returned

If you have returned items to us you will receive a confirmation email when we have received the goods. At this point we will check that all of our conditions have been fulfilled and that the returned items are in their original packing and good general condition. We will then process any refunds necessary.

What is the procedure for processing my order?

Please see the 'Orders' and 'Delivery' sections in 'Our Services' for full details.

What should I do if I can't login to place an order?

If you know your 'Username': click on the 'Forgot your password' link in the login box. This will then give you instructions to reset your password

If you don't know your 'Username': email us at info@onestopnaturalshop.co.uk and we will help you to set up a new account.