Frequently Asked Questions
Account
How do I create an account?
- Go to the top right-hand side of any page and navigate to the login/customer account icon.
- To sign up/log in: enter your email address.
- Enter the one-time verification code sent to that email address when prompted.
- Your account will be automatically created: and you will be logged in. This will allow you to view order history and manage subscriptions going forward.
OR:
You could also sign up the same way at checkout.
What are the benefits of having an account?
By creating an account you will be able to access all of your previous purchases and billing information and also manage your subscriptions.
Shipping
Do you ship outside of the UK?
Yes, at the moment we are shipping to the United Kingdom and the European Union.
When will my order be shipped?
All in-stock orders received by 1pm UK time (Monday and Friday) will be fulfilled on the same working day. If you place your order after 1pm on a Friday or on the weekend, your order will be fulfilled the following Monday. Please keep in mind that this may vary during holiday seasons where there may be delays. Or on bank holidays, in which case orders will be shipped on the next working day.
Can I cancel or change my order/shipping address?
If you realised you made a mistake while placing your order, and you haven’t yet received a confirmation email, please contact us immediately (we can be contacted at: support@tantanznaturals.com), as we may be able to amend or cancel the order. Unfortunately, once we have dispatched your order, we are unable to edit or cancel it.
Which shipping company do you use for shipments?
Orders are shipped via Evri for smaller packages, and for larger packages we use Royal Mail. Once your order has been shipped, you will be sent a confirmation email with your order tracking details. You can then track your order with the tracking details sent to you via email.
How much does shipping cost?
United Kingdom
All UK orders over £35.00 after any discounts have been applied are shipped for free.
UK orders under £35.00 will incur a shipping charge of:
£3.50 for UK Standard 2 - 3 working days.
£4.50 for UK Express 1 - 2 working days.
£6.00 UK Next working day.
European Union
All European orders over €65.00 after any discounts have been applied will be shipped for free.
European orders under €65.00 will incur a charge of €6.50 for Europe standard 5-7 working days.
Orders
When can I expect my order?
All in-stock orders received by 1pm UK time (Monday and Friday) will be fulfilled on the same working day. If you place your order after 1pm on a Friday or on the weekend, your order will be fulfilled the following Monday. Please keep in mind that this may vary during holiday seasons where there may be delays. Or on bank holidays, in which case orders will be shipped on the next working day.
Can I track my order?
Yes, once your order has left our fulfilment centre, you will receive a shipping confirmation via email, which will allow you to track the package right to your doorstep. If you have not received your tracking number, please check your junk mail/spam. Or you can log in to your account and track your order from there.
What if I am unable to locate my package?
If your package shows delivery confirmation but you have not received it, please email us at support@tantanznaturals.com, and we will assist you. Please note that any order reported missing 7 days after the delivery receipt will not be eligible for a replacement or refund.
Returns
Can I return an item?
We have a 14 - day return policy for non-faulty products, which means you have 14 days after the day of receiving your item to request a return.
Am I eligible for a refund?
To be eligible for a return of an unwanted/non-faulty item, you must contact us via email at support@tantanznaturals.com, within 14 days of receiving your order. Your item must be received by us in the same condition that you received it in—unused, sealed, and in its original packaging.
What should I do if I have damaged, defective, missing, and wrong items?
Please accept our apologies if you have received a damaged, defective, missing or wrong item. Please inspect your order when you first receive it and contact us at support@tantanznaturals.com immediately if an item is damaged, defective, has items missing, or if you have received the wrong item so that we can evaluate the issue and fix it. Please note that we will only replace damaged items if they are unusable.
Will I be refunded for return postage costs?
We will not refund postage costs of any unwanted returned items. These costs will need to be covered by you.They will need to be sent back via Royal Mailas they are our returns PO Box provider. Any item you return is your responsibility until it reaches us. So, we advise that you obtain a proof of postage receipt when sending your item to us. Without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
How do I request a return?
To start a return, you will need to first contact our support team atsupport@tantanznaturals.com. Please include the order number, the name of the item you would like to return, explaining the reason you are requesting a return.Items sent back to us without first requesting a return will not be accepted.We will send you a return shipping label, as well as instructions on how and where to send your package. You can always contact us for any return question atsupport@tantanznaturals.com.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or credit card company to process the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us atsupport@tantanznaturals.com.
Product Subscriptions
How do I sign up for a repeat product subscription?
You can sign up for a product repeat subscription from the product pages.
1) Select the desired subscription frequency from the drop-down menu, then click the 'Add to Cart' button.
2) When you are ready to proceed to checkout, enter your contact and payment information as normal.
3) At checkout you will have the option to create an account (optional but recommended for managing subscriptions)
4) This will complete the purchase.
Where can I manage or cancel my monthly subscriptions?
You can manage your monthly subscriptions by logging into your profile account, which you will find at the top right-hand side of the page. Once in the Account Page, click the "Subscription management" button. Here you can:
* Cancel or pause their subscription
* Skip a delivery
* Change the next charge date
* Update delivery frequency
* Update their payment method
* Update their shipping address
Still have questions? Contact us.
Contact information
You can call us on 07424 626 295 from Monday to Friday between 9:00am and 17:00pm, or you can also email us at support@tantanznaturals.com.