Delivery & Returns

Important Christmas Delivery Information

Order by 1pm on Monday 19th December with FREE Standard Delivery to receive in time for Christmas.

Order by 1pm on Wednesday 21st December with NEXT DAY Delivery to receive in time for Christmas.

Please place your order online before 1pm on Wednesday 21st December for delivery in time of Christmas.

Any orders place after these dates and times will be dispatched and delivered as below.


How long will my order take?

We try our hardest to get your order to you within 2 working days. We ask that you please also make reasonable allowance for orders placed over weekends and during public holidays.

Where is my order?

If you have not received your order within 5 working days, we recommend that you check with your local Royal Mail sorting office before contacting customer service, as unfortunately calling cards are not always left.

To locate your local Royal Mail delivery office please go to: www.royalmail.com or call them directly on 08457 740740

If Royal Mail cannot locate your order please e-mail our customer care team at customercare@xen-tan.co.uk, stating your full name, order date and if possible your order reference number or call the customer care team

What if there is an incorrect or missing item on my order?

If there is an item missing from your order, please contact us via customercare@xen-tan.co.uk or alternatively call our customer care team on 0844 800 7661.

If you have received an incorrect item then please return it to us and we will send out the correct item out immediately.

Please return the item with a copy of your order confirmation, covering letter and receipt of postage (which we will reimburse you with) to:

Natalie Roche Limited
Returns
Unit A1, Lingard Court,
Lingard Lane,
Bredbury
SK6 2QU

Natalie Roche Limited strongly advise that all returns are sent via a method of recorded delivery in order to ensure safe receipt. We cannot be held responsible for any undelivered items.

I want to return an item

You have the right to cancel your order at any time up to 7 days after the delivery date, if it is new, unused, unopened and in a re-saleable condition.

If the products have already been posted to you, you must return the products to us at the time of cancellation and we will credit your credit or debit card with the price of the products within 30 days beginning with the day on which notice of cancellation was given. You should return products with a cover note which includes your full name, e-mail address, and an order reference number (without this we will not be able to process the refund) to:

Natalie Roche Limited
Returns
Unit A1, Lingard Court,
Lingard Lane,
Bredbury
SK6 2QU

Please note we endeavour to replace any faulty items without delay.

Have you received my return?

Please allow us up to 14 working days to process your return and refund your credit/debit card. Please make sure you send all returns via recorded/special delivery. Please note that all items are your responsibility until we receive them back. To check whether we received the item (s), please contact the carrier with the reference number they provided to you.

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