Delivery & Order Support

 

Delivery Information

We carefully prepare orders to make sure your products reach you in good condition.

Our delivery details

• Delivery areas: UK/Ireland/NI
• Delivery charges: Shown at checkout
• Order processing times: Within 48 hours.
• Estimated delivery times: UK Delivery times will be next day dependant on Royal Mail timeframes.

Once your order has been dispatched, you’ll receive an email confirmation with tracking information where available.

If your delivery is taking longer than expected, please contact us and we’ll investigate.

Something Wrong With Your Order?

Sometimes things don’t go quite to plan. If your order arrives damaged, contains the wrong product or has something missing, please let us know.

Our preferred approach is to arrange a replacement wherever possible, so you receive the products you originally ordered.

Simply email sales@nura-ltd.com with your order number, a brief explanation of the issue and photographs where helpful.

We’ll review the problem and work with you to find the most suitable solution.

If a product arrives with damaged packaging that could affect its safety, please don’t use it.

Replacements for products confirmed as faulty, damaged in transit or incorrectly supplied will be provided at no additional cost where a replacement is agreed.

Your statutory rights, including any entitlement to a refund, remain unaffected.

Can I Return a Product?

As Nura supplies vitamins, supplements, skincare and other wellness products, some items have specific health and hygiene considerations.

Certain sealed products may not be eligible for change-of-mind returns once opened, where they are unsuitable for return for genuine health protection or hygiene reasons.

These restrictions only apply where permitted by law.

For most other eligible goods purchased online, you have a legal right to cancel without giving a reason up to 14 days after receiving your order.

If you wish to cancel an eligible purchase, email sales@nura-ltd.com with your order number and a clear statement that you wish to cancel.

You must normally send the goods back within 14 days of notifying us. We’ll provide guidance on how to return them.

Refunds & Replacements

Our first preference when something arrives damaged or incorrect is to help you receive the right product.

However, we understand that a replacement may not always be suitable.

Where a refund is required under your consumer rights, we’ll arrange this in accordance with UK consumer law.

For eligible change-of-mind cancellations, refunds include the applicable product cost and, where the entire order is cancelled, the cost of our least expensive standard delivery option.

Refunds will normally be made to the original payment method.

Where goods are returned following a valid cancellation, we issue refunds within 14 days of receiving the goods or evidence that you’ve sent them back, whichever is earlier. For cancellations where no goods have been supplied, we issue refunds within 14 days of being informed of the cancellation.

Nothing in this policy affects your statutory consumer rights.

Frequently Asked Questions

What happens if my vitamins or supplements arrive damaged?

Please don’t use the affected product. Email us with your order number and photographs where possible. We’ll investigate and aim to arrange a replacement at no additional cost, if that’s your preferred solution. Your legal refund rights remain available where applicable.

My order says delivered, but I haven’t received it. What should I do?

Check any delivery notification or photograph first. If you still can’t locate your parcel, contact us. We’ll investigate with the delivery provider and work to resolve the issue. You won’t be expected to sort out a missing delivery with the courier yourself.

Can I return a product if I’ve changed my mind?

For most eligible online purchases, you have 14 days after delivery to cancel. Some products have legally permitted exceptions, including certain sealed hygiene products once unsealed. Contact us if you’re unsure about a particular item.

What if I’ve received the wrong product?

Get in touch with your order number and details of what you received. We’ll check the order and arrange a suitable solution, normally offering the correct product as a replacement.

We’re Here to Help

Have a question about your delivery or order?

Email sales@nura-ltd.com and our team will help you get things sorted.

You can also read our Terms & Conditions for further information about your consumer rights.