Cancelling an Order:

We are able to accept cancellations at any time before the order has been dispatched. Contact us as soon as possible to see if your order has already been dispatched. If an order has already been dispatched, please see our returns policy below.

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Delivery:

By purchasing through the Nana Kat's Apothecary website you are agreeing to its terms and conditions and its Delivery & Returns Policy.

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Payment is via Wix Payments and can be made with any major credit or debit card. We must receive full, cleared payment for an order before we despatch the goods. 

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• We offer free delivery with Royal Mail using their 48hr tracked service to the United Kingdom on all orders of £15.00 and over.

• Orders less than £15.00 are charged delivery at £4.00.

• Orders are processed between Monday and Friday and are dispatched within 3 working days (usually sooner) and should arrive within 48 hours from the time of dispatch.

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If you have any special requests for delivery please contact us before ordering and we will try to accommodate your request. 

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GITFS: if you wish to send a gift to a lucky someone,  please add your message before adding your gift to the basket. We will hand write a message on a hand-printed botanical notecard.

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Returns:

Our aim is to provide the highest quality products every time you order from Nana Kat's Apothecary. We hope you love your products every time you order. However, we understand that sometimes products need to be returned. We cannot accept returns without contact first being made so please contact us prior to returning any items.

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Please note that you will be responsible for any returned item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature such as Royal Mail First Class (Recorded Delivery). 

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​When processing a refund to your original payment method, it can take 7-10 days to be received back into your bank account. Thank you for your patience. If you have been waiting longer than 10 days to receive your refund, please contact us again.

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Wrong Product Arrives:

If you receive products which do not match those that you ordered, you should contact us within 14 days to arrange a return. You will be given the option to have the goods replaced with the items you originally ordered (if in stock) or to be refunded through the original payment method. Refunds and replacements will be issued upon receipt of the returned goods. In this case, Nana Kat's Apothecary is responsible for paying return shipment costs.

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Faulty or Damaged Product:

If you receive products which is damaged or appears to be faulty, you should contact us within 14 days to arrange a return. You will be given the option to have the goods replaced with the items you originally ordered (if in stock) or to be refunded through the original payment method. Refunds and replacements will be issued upon receipt of the returned goods. In this case, Nana Kat's Apothecary is responsible for paying return shipment costs.

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Other Returns:

If you decide that you want to return the item for any reason other that above, we will issue a full refund, which will include the costs of the original delivery/order, but not the cost of returning any goods. However we will be unable to accept returns of sealed goods if the seal has been broken after delivery, for health and hygiene reasons. The item must in its original condition for a full refund. Original condition means that there are no scratches or marks on the product and the product’s seals has not been opened, used or damaged and the product is in a re-saleable condition.

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Starting the Return Process:

If you wish to return goods to us for any of the above reasons, please contact us first via email first to make arrangements. We cannot accept returns without contact first being made.

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