FAQ's

How do I register as a user on the Website?

I have forgotten my password, how do I get a new one?

Who do I contact if I'm having trouble logging in?

How can I change my password?

How can I view / change my account details?

How do I find the product I am looking for?

How do I find out information about a product?

How do I know the item I want is in stock?

What methods can I use to order my products?

How can I check / change my order?

How long will it take for my order to be delivered?

How much do you charge for delivery?

Where do you deliver to?

What do I do if my delivery is damaged or doesn’t arrive?

Why haven't I received all of my order?

Is my credit card secure if I order from you?
Which credit cards do you accept?
Can I return my items if I am not happy with them?

What is The Truly Natural Company’s policy on privacy?

How Secure is this website?

What is an SSL Certificate?

Who do I contact if I have a query about my online order or delivery?

Who do I contact to place an order by telephone?

I have a question, which is not answered here. How can I get it answered?

How do I register as a user on this website?

You must be registered as a user in order to make any purchases from The Truly Natural Company Limited website. To register as a new user click on Register and enter A User Name, Password & your email address.

If you forget your password you can use our password reset service. Simply click on “forgotten password” enter your user name when prompted and we will send you a new password. Your new password should normally arrive within 5 or 10 minutes. If you do not receive a new password, please check your spam or junk folder before contacting customer care

You can contact Customer Services by email at customercare@thetrulynaturalcompany.com.

You can change you password after logging in please click the “My Account” link at the top of the home page. First enter your current password, then enter your new password twice, click 'change password' and you are done!

You can view your account details once you have gone to “Checkout” You can add to, delete or change any of your delivery or billing addresses.

You can find the product that you are looking for by clicking on the relevant category section on the home page or by using the 'Search' facility, which will search the entire Truly Natural Range.

By clicking on the product picture a short product description will immediately appear under the image of the product and its price.  Further information is also available for many products by clicking on the “more information” link under the product description.

If in the unlikely event that an item you have ordered is out of stock, you will be sent all other items that you have ordered that are in stock, along with a letter or email notifying you of the out-of-stock item. Once this item comes back into stock it will be delivered to you straight away. You have the right to cancel the out of stock item should you wish.

The Truly Natural Company gives you 3 easy options to place an order. You may do one of the following:

Order online

Order by telephone    

+44 1444 417835. Lines open 9.00am – 5.00pm  weekdays only.

Order by Cheque

You may send us a cheque. If you wish to pay by cheque, please mail your payment along with your name, address, telephone number and order to:

The Truly Natural Company Limited

The Orchard

Whitemans Green

Cuckfield

West Sussex

RH17 5HX

United Kingdom

Please note that by sending a cheque your order may take slightly longer to arrive than the normal delivery time.

You can check your order before it has been finalised by clicking on 'Shopping Basket'. This will show you all the items in your order along with its sub total. You can change your order by clicking the  'X' remove box on the product you wish to remove from your order or by changing the quantity of a product should you wish to have more than one of. If you change the quantity of an item you must click on 'update' afterwards.

Orders are usually despatched by First Class mail within 2 working days of receipt. Delivery is normally within 2/3 days of placing your order, but please allow up to 7 days for deliveries within the UK and 14 days for other destinations.

UK Delivery is a flat fee of £2.50 for postage and packing and then between £0.50 and £2.00 per item depending on the weight. Deliveries anywhere else within the European Union are £5.00 for the first item and between £1.00 and £3.00 per item depending on the weight. Please see product page for item costs. Costs for delivery anywhere else in the world can be seen at the checkout page before payment.

We will deliver our products anywhere, but for all orders outside the UK you are responsible for any import duties and other taxes, which may apply once the products reach your country. You are responsible for complying with all laws and regulations of the country in which you are receiving the goods.

Email customercare@thetrulynaturalcompany.com or telephone 01444 417835 Monday to Friday 9.00am to 5.00pm

Products may be sent out separately or at different times, depending on availability and price.

Our website is fully secure and no credit or debit card details are held on our databases. Your order details are automatically transmitted to our bank’s secure e-payment server using industry standard SSL (Secure Socket Layer) encryption. Card details are never divulged to any third party, including us.

We accept payment with the following credit and debit cards:
Mastercard, Visa, Switch, Solo, Elektron and American Express.

We hope that you will be happy with the products you order from us. However, we offer a 14-day money back guarantee on all products. If you wish to cancel your order you must notify us by letter, fax or email within 14 days of delivery and return the goods to us unopened and in a reasonable condition together with the invoice. You cannot cancel your order if you have opened the product containers or used the products. However, if you have opened your product and have a complaint please notify us in writing within three days of receiving the goods and return the product to us. If your claim is supported we will refund postage and packing for returning the goods and replace them free of charge. For further details please refer to our Terms and Conditions.

We will add your address to our mailing list for news, updates and promotions when you place an order with us. We collect personal data primarily to provide you with efficient customer service.  We will never provide your details to other companies for mailing or marketing purposes. We do not give out email address details to any third parties. You can see our full privacy policy by clicking “privacy policy”

http://thetrulynaturalcompany.com is a COMODO Secure Site protected by an EV SSL Certificate. EV or Extended Validation Certificates are designed to provide visitors with the green "good to go" browser indicator when visitors go to a secure page. Until now, customers had no visible online indication confirming that any site was a verifiable business. But the new EV SSL Certificate works with the latest releases of the major browsers so that now consumers can verify the site and the merchant’s identity.

Extended Validation SSL certificates protect users from doing business with unauthenticated web merchants. Simply, EV SSL certificates are the new type of certificate that provide rigorous authentication for a business' identity. This extended validation is given to online businesses that can be verified only through evolved and secured authentication processes.

Our Store uses SSL (Secure Sockets Layer) technology, which is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, to prevent it from being read as it travels over the Internet. When you place orders or access account information, we automatically send you to our secure server, providing your browser accepts SSL encryption. The most commonly used browsers (versions 3.x or greater) developed by Microsoft and Netscape are able to process SSL encryption.

You can contact our Customer Care Centre on 01444 417835 or by emailing customercare@thetrulynaturalcompany.com.

Just call our Orderline on 01444 417835 Lines are open Monday to Friday 9.00am to 5.00pm.

Click on "Contact us" at the top left of the home page or email: customercare@thetrulynaturalcompany.com and we will get in touch as soon as we can.