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Frequently Asked Questions

How do I shop at NaturalFigures?

How can I purchase an item?

What payment methods do you accept?

What currency do you accept?

Do I have to order online?

What countries do you ship to?

Will I have to pay any customs charges in my country?

Where is my order?

Part of my order is missing?

The item I received is faulty?

How do I return an item?

How do I shop at NaturalFigures?

There are many ways to shop at NaturalFigures:

             By Department Select the department of your choice from the top of every page; Brands, Lingerie, Sportswear, Swimwear & Bikinis, Mens, New Arrivals, Best Sellers, Clearance, Accessories
             Category
Select the style you require ie Bras
             Options Use the options on the left hand side to find your preference
             Search Box Type a key word into the search box

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How can I purchase an item?

Ordering products and purchasing at NaturalFigures is simple. Imagine you are in a supermarket with a shopping basket (cart). When you see a product you like simply select your size, colour and the quantity you require, then put it in your basket by clicking the ‘add to basket’ button (you can always remove items later, or abandon the contents altogether). When you are ready to pay for items, click the go to checkout button, there you will be asked to select your postage option and register your details with us. Once you have completed this section, you have the option to continue shopping or pay now, where you will be asked to enter your credit card details on our secure server.

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What payment methods do you accept?

We accept most major credit and debit cards

Please note we DO NOT ACCEPT payment by cheque or postal order.

Shopping at NaturalFigures.co.uk is completely secure. We do not receive any credit/debit card details. All payments are processed via Sagepay secure service providers. Sagepay provides very high levels of internet and physical security to ensure sensitive information is never compromised.

Sagepay security measures:

Credit/debit card details are secured with a 128-bit encrypted sessions.

Sensitive information is stored on a heavily encrypted database that is protected by multiple government approved firewalls.

Additional security measures including a security key that is used to produce MD5 hash value. Hash values are often used as digital signatures as they cannot be reversed to obtain the original information.

They allow the receiver to validate that the information received is identical to that sent.

Your payment will be collected when your order as been accepted.

All orders for products are subject to availability. Our interactive stock control system will only allow you to order items for immediate despatch. Should an item be out of stock, it is on order from the manufacturer and should be available shortly.
Sale items have limited stock availability and will not be replenished, when they are gone, they’re gone, so buy it now to avoid disappointment.
We aim to despatch all items as soon as possible subject to payment clearance & stock availability.

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What currency do you accept?

We accept the following currencies:

UK Pound Sterling (GBP)
US Dollar (USD)
Euro (EUR)

Prices on our website are shown in GBP. If you require an alternative currency click onto the currency converter button, displayed on the right hand corner of every page. Please note that prices shown on the website in US Dollars and Euro are only a guide, and may differ slightly when you go to the checkout, this is due to the exchange rate.

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Do I have to order online?

Ordering over the Internet with NaturalFigures is the safest and most secure method of paying and therefore we only accept orders placed online.

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What countries do you ship to?

We ship to the following countries:

Algeria, Andora, Anguilla, Antigua and Barbuda, Argentina, Aruba, Ascension Island, Australia, Austria, Bahamas, Bahrain, Barbados, Belgium, Bermudan, Brazil, Brunei Darussalan, Canada, Cayman Islands, China, Cyprus, Czech Republic, Denmark, Dominica, Egypt, Estonia, Falkland Islands, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Green Land, Greanada, Hong Kong, Hungary, Iceland, India, Ireland, Isreal, Italy, Jamaica, Japan, Jordan, Korean Republic, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Maldives, Malta, Martinique, Mauritius, Mexico, Monaco, Montserrat, Netherlands, New Zealand, Norway, Oman, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Reunion, Saint Kitts and Nevi, Saint Lucia, Saint Marino, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, St Vincent and Grena, Sweden, Switzerland, Taiwan, Trinidad and Tobago, Turks and Caicos Is, United Arab Emirates, United Kingdom, United States, Vatican City, Virgin Is. (British), Virgin Is. (US).

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Will I have to pay any customs charges in my country?

Deliveries outside Europe may be subject to import duties or taxes.

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary from country to country; you may want to contact your local customs office for further information.

Please note it is a legal requirement that we declare the full value of the goods on all packages mailed outside the European Union. There will be a customs sticker on the reverse of the package declaring the full value and contents of the package.

Returning goods for which duty has been paid
If for any reason you wish to return goods that you have paid duty on, it should be possible for you to claim a refund for duties that you have paid. To make a claim contact your local custom authority.

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Where is my order?

Please allow sufficient time for delivery. For more information and delivery timescales please view our: Delivery page

For UK deliveries

If you are not in at the time of delivery of your package, or the package is too large to fit through the letterbox. Don’t worry! The postman will leave a card asking you to collect your package from your local post depot (You will need to take proof of identification and the card to collect your item). If you are unsure contact the courier direct as you may be able to arrange a re-delivery.  Parcels are sometims left with a neighbour if you were out when delivery was attempted. 

For Worldwide deliveries

All deliveries will be made according to the courier’s standard procedures.

If you are not in at the time of delivery of your package, or the package is too large to fit through the letterbox. Don’t worry! The postman will leave a card asking you to collect your package from your local post depot (You will need to take proof of identification and the card to collect your item). If you are unsure contact the courier direct as you may be able to arrange a re-delivery. Parcels are sometims left with a neighbour if you were out when delivery was attempted.

In the unlikely event your item has not arrived within the times specified on our delivery page, please email customerservices@NaturalFigures.co.uk quoting your name and order/invoice number.

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Part of my order is missing?

If part of your order is missing please contact customerservices@NaturalFigures.co.uk quoting your name, order/invoice number and the missing item.

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The item I received is faulty?

If the item you received is faulty or not what you have ordered, you are entitled to a refund or replacement. Please email  customerservices@NaturalFigures.co.uk  quoting your order/invoice number, your name and address, details of the product and the reason for the return, and whether you require a refund or a replacement.

Or for further information on Faulty items refer to our  Terms & Conditions page

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How do I return an item?

NaturalFigures.co.uk offers you a 100% guarantee that if you are not completely satisfied with your goods, we will refund you minus the initial postage costs. Please note the item must be returned in it’s original condition & packaging, unworn and unwashed with all labels intact. Goods must be returned within 14 days of receipt within the UK and 21 days of receipt rest of world, the item is your responsibility until it reaches us, we therefore advise that you request proof of postage.

Please allow up to 48 hours upon receipt of your returned items, for your refund to be processed via your payment method. (please view our office hours below).

Exchanges

Unfortunately we do not offer exchanges, please return your item for a refund and then order another item.

Please ensure that briefs / thongs / swimwear etc. are tried on over your own underwear. Also when trying on lingerie / swimwear please ensure that you are not wearing perfume or deodorant which may leave scent or marks on the item. We will not be able to accept the return of any item where there is evidence that these instructions have not been followed. Some products are non-returnable for hygiene reasons (unless the item is found to be faulty). These products are clearly marked with ‘NR’ within the product information. These conditions do not affect your statutory rights.

Returning Instructions:

Complete the returns slip on the reverse of the invoice (ticking appropriate box)

Tear off slip (retaining the invoice for your own records)

Package the item (in original packaging, with labels intact) including returns slip.

Returns address is at the top right hand corner of the invoice page 1.

Post the item to us by visiting your local post office, the item is your responsibility until it reaches us, we therefore advise that you request proof of postage.

Once we receive your returned items we will then process your request for a refund  as quickly as possible. Please allow 48 hours for your refund to be processed via your payment method.

For International Returns, clearly mark on the package Returned Goods to avoid delays at customs.

Returning goods for which duty has been paid

If for any reason you wish to return goods that you have paid duty on, it may be possible for you to claim a refund on duties that you have paid. To make a claim contact your local customs authority.

Please email us before returning your item, please include your name and order number with your email.

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