FAQ's

9 Click on the relevant question below and the answer will appear at the top of your screen...

I can't seem to be able to log in

I've got a new email address, how do I change it?

I've forgotten my password, how do I get in?

If I know the product codes, how do I order quickly?

I have put a product in the basket which I don't want.
How do I get it out?

How do I empty my basket?

I have placed my order, each time I click checkout, I am asked for my full name and address details

I have entered a quantity of 4 for a product but I only want 2, how do I change it?

The website won't take my card

I want to change the delivery address, how do I do that?

I have moved house, why haven't my details changed as I have notified you?

How do I subscribe/Unsubscribe to e-mails?

How do I track my order on the website?

My Order status is received, has my order been Despatched?

Why won't my voucher apply to my order?

How do I search for the products I want?

I'm outside the EU, I'm VAT exempt, but i'm being charged VAT. Why is this?

I have a VAT exemption certificate (i.e. charity). Why am I being charged VAT?

I am trying to register, but cannot find my country on the drop down menu, why is this?

My invoice is going to an old address, how do I change it?

My Visa verification is asking for a password, what is this password?

How do I know if your website is secure?

Am I able to order with a different currency?

Can I see my Order History?

Can I re-order the same as last time without adding the products to the basket again and submitting Payment?

 

I can't seem to be able to log in

Ensure you are typing in the email address and password which was used to register.
If you are unsure of the e-mail address used to register, please call 01892 55 20 30 for assistance.
If you cannot remember your password use reset option.

Back To The Top

I've got a new email address, how do I change it?

Log onto the website using your old email address and password, click Edit My Details on My Account Screen. Enter your new email address, then your password. Click Save Changes. Your new email address will now be saved, you will need to use this next time you log in.

Back To The Top

I've forgotten my password, how do I get in?

Click Sign In on the top right hand side of the screen, then enter your email address in the forgotten password field, you will be sent an email giving you a link to click allowing you to change your password. This can then be used to gain access to the website.

Back To The Top

If I know the product codes, how do I order quickly?

Click on Quick Order form, you will then be able to enter the product codes and quantities.

  • Once you have entered the codes, and the quantity, click Check Codes.
  • This will then check all the codes for you and then bring up the description. Click Buy Now to put in your basket.
Alternatively, enter the product codes.or names of the required products in the Search bar.
  • You will then be directed to the relevant product page.
  • Click buy to add to your basket.

Back To The Top

 

I have put a product in the basket which I don't want. How do I get it out?

In your basket you will notice a quantity box with a minus and plus either side.

  • At the bottom of the product list is a remove button.
  • Amend the product you wish to delete to zero by either typing zero or by using the minus button then click remove and the item will be deleted from your order.
  • Click update and allow the screen to refresh before commencing with your order.
There is also an option of ‘Save for later’ which may be used to hold products until you are ready to place your order.

Back To The Top

How do I empty my basket?

Go to your basket, click Remove on each product line, until your basket is empty. Then Click Update.

Back To The Top

I have placed my order, each time I click checkout, I am asked for my full name and address details

If you have previously registered, click sign in on the top of the screen and use the email address and password to enter.

If you are a new customers click new registrations, enter your postcode and house number, then click register. This will bring up a blank form for you to complete with your details, you will also be prompted to choose a password which will be used each time you login to the website.

Back To The Top

I have entered a quantity of 4 for a product but I only want 2, how do I change it?

In my basket the quantity field next to the product will show 4, click the minus button on the left hand side twice and wait for the screen to refresh. The quantity should now show 2. The minus and plus buttons are there to reduce or increase the quantity already entered in the quantity box, click update at the bottom of screen.

Back To The Top

The website won't take my card

You may be using a card that we do not allow. Please ensure the card you are entering is either a Mastercard, Visa or Maestro. We do not accept any other card type. Ensure that all required card fields are being completed. If using a Maestro ensure that a start date and / or expiry date or issue number of the card are included.

Back To The Top

I want to change the delivery address, how do I do that?

To change the delivery address, click on Change delivery address on the right hand side of the page within the checkout screen. You will see New Address, type in the address details, then click Use address. This will then refresh the checkout screen using the new delivery address. Please ensure your deliver address details are correct before clicking Proceed to Payment. All previous delivery addresses are retained against customer account, allowing use in future if required.
You are able to view your delivery addresses in your address book by going to My Account, My Address Book.

Back To The Top

I have moved house, why haven't my details changed as I have notified you?

The website runs independently, if you have moved house and notified us our main mailing records will be updated, however we are unable to change the details registered against your account on the website. Please therefore login to your online account and edit the details accordingly.
Click on My Account, then Manage My Addresses, enter all the new address details in the fields, enter Password, and click Save Changes. This will then save the new address as the Invoice address and delivery address (if not using a different one!).

Back To The Top

 

How do I subscribe/Unsubscribe to e-mails?

To subscribe to the e-mails, go to My Account once you have signed in, click Yes to receive e-mail information.

If you do not wish to receive e-mails, then please click No.

Back To The Top

How do I track my order on the website?

This is currently unavailable on the website. Please contact customer services by calling 01892 55 20 30 or by sending an e-mail to info@naturesbest.co.uk.

Back To The Top

My Order status is received, has my order been Despatched?

The status received, means we have now received the order in the order database and aim to despatch within 2 working days.
Please see Delivery tab on the website for delivery times.

Back To The Top

Why won't my voucher apply to my order?

Check the total order value. Some of our vouchers may have a minimum order value, they will also all have an expiry date attributed to them. Ensure the voucher code is being entered in the promotional and voucher box in your basket. The voucher code can be found on the back of the voucher or in the promotional e-mail information.
Once the voucher code has been entered, click Apply. The voucher value will then be deducted from the order (the total value is displayed as being split across the product lines).

Back To The Top

How do I search for the products I want?

There are several ways to search for products.

  1. By Ailment, if you know the ailment you are searching for click on the ailment and the products will appear of which aid the ailment. (this also gives a description of the ailment).
  2. Browse by category, which if you know the product type then click the category and the products in this field will appear (this also gives a description of the category).
  3. Quick order. If you know the product codes, you can enter these with the quantity and then click Check Codes. This will then put the descriptions of the products codes you have entered. If you have chosen a wrong product code, you can remove this from the basket by clicking remove.
  4. The A-Z Products , which is a drop down menu of which you can choose the product.
  5. Search field. You can type in the description of the product or part of the name and this will bring you to the closest matches.

Back To The Top

I'm outside the EU, I'm VAT exempt, but i'm being charged VAT. Why is this?

You may have the country associated with your address set as United Kingdom. If so, go to My Account, Manage My Addresses, choose Channel Islands as my Country and then Save Changes. This will stop VAT being charged.

Back To The Top

I have a VAT exemption certificate (i.e. charity). Why am I being charged VAT?

Unfortunately customers who have a VAT exemption certificate cannot order using the website. Please call customer services on 01892 55 20 30 or e-mail info@naturesbest.co.uk.

Back To The Top

I am trying to register, but cannot find my country on the drop down menu, why is this?

 

There are a number of reasons why a country may be missing from the drop down list. If you cannot find your country, please call customer services on 01892 55 20 30 or e-mail info@naturesbest.co.uk.

Back To The Top

My invoice is going to an old address, how do I change it?

Sign into your account, click on My Account and then Edit My Address book. If your old address is still showing, please click Edit underneath the address and update the details to ensure your invoices are sent correctly in the future. If an old address is not showing, please contact customer services on 01892 552030 or e-mail us at info@naturesbest.co.uk.

Back To The Top

 

My Visa verification is asking for a password, what is this password?

To protect your card online with your bank, you would have chosen a password to authorise payment from your card. If you have forgotten the password, please click the link on the pop up and this should then direct you to your banks website to answer security questions and then reset a new password.
For security reasons our website does require a verification password when taking payment, if you have not yet set this up, please follow the links on the screen where you will be able to set up an applicable password.

Back To The Top

How do I know if your website is secure?

If you look at the web address that shows at the top of the screen it will state https. The S on this means it is safe. If the S is missing then a site may be insecure. For example https://www.naturesbest.co.uk

Another way of identifying a secure site is if there is a padlock showing on the bottom right hand side of the screen.

Back To The Top

Am I able to order with a different currency?

You can change the currency on the website by clicking on the currently icons at the bottom right hand side of the page. The currency figures will then change to the current exchange rate. However, payment this conversion is for information only, we currently only accept sterling payment based on the rate of exchange at the time of ordering.

Back To The Top

Can I see my Order History?

Log into your account, go to My Account. On the left hand side you will see view previous orders. Click on this, details of all online orders will be shown.

Back To The Top

Can I re-order the same as last time without adding the products to the basket again and submitting Payment?

Unfortunately we do not have this facility on the website. Please create a new order each time for your requirements.

Back To The Top

x
Email A Friend
Recipient Name:
Recipient Email:
Sender Name:
Sender Email:
Message:
Submit