Refund policy
SHIPPING, RETURNS & REFUND POLICY
Effective Date: 01/06/2026
This Shipping, Returns & Refund Policy applies to all purchases made through our website:
* www.nature-eva.com
By placing an order, you agree to the terms outlined below.
Consumer Rights
We comply with applicable consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Nothing in this policy affects your statutory rights.
Order Processing
Orders are processed once payment has been successfully received and verified through our payment system.
Once payment confirmation has been received, our team will prepare and dispatch your order.
Orders are typically processed within 1–3 working days, although processing times may vary during busy periods, promotions, public holidays, or unforeseen circumstances.
Shipping Locations
European & International Orders
Orders for Europe and international destinations are dispatched from our warehouse in Spain:
Big Forest Cosmetics SL
Calle San Enric 15
46702 Gandia
Valencia
Spain
United Kingdom Orders
Customers located in the United Kingdom should place their orders through:
www.nature-eva.co.uk
Delivery Times
Estimated delivery times are:
* Europe: 5–10 working days
* United Kingdom: Delivery times may vary depending on location and customs procedures where applicable
* International destinations: 15–30 working days
Delivery times are estimates only and may vary due to factors outside our control, including customs clearance, weather conditions, transport disruptions, public holidays, or carrier delays.
We cannot guarantee exact delivery dates.
Shipping Costs
Shipping charges are calculated separately and are not included in product prices unless explicitly stated.
The applicable shipping cost will be provided before dispatch or during checkout, depending on the destination and shipping method selected.
Courier Services
We primarily use UPS and other trusted logistics partners to deliver orders safely and efficiently.
The chosen carrier may vary depending on destination, package size, weight, and availability.
International Orders & Customs Charges
For orders shipped outside the European Union, customs duties, import taxes, clearance fees, and other local charges may apply.
These charges are the sole responsibility of the customer.
Nature Eva has no control over customs procedures or charges imposed by local authorities.
We are unable to estimate these costs in advance.
Undeliverable or Returned Shipments
If an order is returned to us due to:
* Refused delivery
* Incorrect address provided by the customer
* Failure to pay customs charges
* Failure to collect the parcel
* Any reason attributable to the recipient
Any additional shipping charges required for re-dispatching the order will be the responsibility of the customer.
Original shipping costs are non-refundable.
Pallet Orders & Large-Scale Deliveries
For wholesale, distributor, pallet, or bulk orders, customers may arrange collection using their own preferred transport company.
The customer must:
* Book the transport directly with their chosen logistics provider
* Provide all collection details to Nature Eva
* Ensure collection arrangements are made correctly
Once goods have been collected by the customer's nominated carrier, responsibility for transportation passes to the customer and their logistics provider.
Right to Cancel (Cooling-Off Period)
Consumers have the right to cancel their purchase within 14 days of receiving the goods without giving any reason.
Once cancellation has been communicated, the customer has a further 14 days to return the products.
Refunds will be processed within 14 days of receiving the returned goods.
Return Conditions (Non-Faulty Products)
To qualify for a return:
* Products must be unused
* Products must remain in their original condition
* Original packaging should be included where possible
* Proof of purchase must be provided
The customer is responsible for return shipping costs when returning non-faulty goods.
Faulty, Damaged or Incorrect Products
If you receive a product that is:
* Faulty
* Damaged during transit
* Incorrectly supplied
* Not as described
Please contact us within 7 days of receipt.
You may be asked to provide:
* Order number
* Description of the issue
* Photographs
* Video evidence where appropriate
* Batch or lot number
Where a claim is approved, we will provide a replacement, exchange, refund, or other suitable remedy in accordance with applicable consumer legislation.
Return shipping costs for approved faulty claims will be covered by Nature Eva.
Non-Returnable Products
For hygiene and safety reasons, we cannot accept returns of:
* Opened cosmetic products
* Opened personal care products
* Customised products
* Personalised products
* Products returned outside the permitted return period (unless faulty)
Refund Process
Refunds will be issued using the original payment method.
Once approved, refunds are generally processed within 14 days.
Bank processing times may vary depending on the payment provider.
Exchanges
We only replace products that are:
* Defective
* Damaged
* Incorrectly supplied
Exchange requests should be sent to:
info@nature-eva.com
Third-Party Delivery Services
While we carefully package and dispatch all orders, Nature Eva cannot be held responsible for delays caused by third-party carriers, customs authorities, weather events, strikes, or other circumstances beyond our control.
We will, however, assist customers in resolving delivery-related issues wherever possible.
Contact Information
For questions regarding shipping, returns, refunds or exchanges, please contact:
Email:
info@nature-eva.com
Website:
www.nature-eva.com
